Customer Experience Team Leader - Preconstruction

at  ABN Group

ABOUT US

For over 45 years, ABN Group has been a leader in the building, property and finance industries, making the dream of homeownership a reality for thousands across Australia. We’ve built over 90,000 homes, each one a success story, including first homes, apartments, units and luxury homes. We’ve also provided financial solutions to over 40,000 people, helping them achieve their dreams. Our reputation for quality and care is not just a claim, but a fact, with 1 in 4 customers referred by people who know and trust us.
At ABN Group, you’ll discover a dynamic and collaborative culture with engaged leadership, teams who are driven to be better and a space for you to truly thrive. The passion, contribution and care of our 1,900 employees and 3,000 subcontractors are fundamental to our continued growth as one of Australia’s largest building groups.

Reporting to the Customer Experience Manager - Preconstruction, you will play a pivotal role in maintaining consistency, quality and accuracy in our documentation process.

Key responsibilities include:

• Lead the Preconstruction team to provide an awesome customer experience
• Review and evaluate procedures, with a focus on continuous improvement
• Provide guidance, training and development to the team to ensure they meet our customer experience standards
• Manage and collate reporting and tracking of team KPIs
• Effectively role out new procedures, facilitating weekly meetings and collaborating with relevant stakeholders
• Promote NPS and consider customer journey in all aspects of decision making
• Support the Customer Experience Manager - Preconstruction