Customer Service Manager

We create homes people are proud of
This is a newly created role for our growing Rivergum Projects. If you are passionate about providing outstanding CUSTOMER SERVICE, with experience leading a team and developing an exceptional customer experience, then this is the position for you!

The Rivergum Group is a progressive building company that has been in the industry for over 29 years. Rivergum Projects is South Australia’s leading medium density residential developer, with a new home pipeline of more than $500M to deliver in trading and secured projects across metropolitan Adelaide. The business delivers a wide diversity of projects ranging from wholly owned, joint-venture and strategic build partner developments, and enjoys strong relationships with a range of Tier 1, Private, Government and Social Housing Development Partners. 

About the role
As the Customer Service Manager, you are crucial to our new home delivery experience. This hands-on role will provide you with the opportunity to create, develop, implement and improve the customer journey. 

You will be responsible for supporting our customers throughout their build and proactively communicating with them at key milestones. Working with multiple customers and the construction team, your ability to organise, engage and support is critical to your success in this fast-paced environment. 

About your new career
At Rivergum, you will enjoy fostering positive relationships with customers and leading your team to provide the best experience. 

• Manage your portfolio of customers and clients – including both the home occupiers and B2B/developers. 
• Be the primary point of contact during the home building journey. 
• Respond promptly and professionally through various communication channels such as phone, email, online portal and in-person. 
• Provide leadership and mentorship to the team.
• Handling escalations and determining solutions.
• Foster professional collaboration across departments.
• Generate reports and work with senior management to identify improvement areas.
• Clearly and effectively communicate complex information about the construction process including floor plans, specifications, timelines and upgrade options. 
• Update and maintain relevant documentation. 

About you
We are seeking a motivated and experienced CUSTOMER SERVICE professional. You may currently be working in the industry and looking for a new opportunity for 2024! The right candidate for this position will have:

• Experience in providing an exceptional customer experience. 
• Experience managing a large portfolio of clients. 
• Desire to be the best in your field – understanding of the importance of clear communication and timely responses. 
• Strong leadership skills with the ability to inspire and motivate teams to achieve excellence.
• Excellent communication and interpersonal ability, with a customer-centric approach.
• Strong analytical and demonstrated problem-solving skills, with the ability to handle escalated inquiries effectively. 
• Legal skillset, understanding and experience working within the requirements of CBS or similar.
• Ideally an understanding of the construction industry, specifically the new home build process. 
• 5+ years’ experience in a similar role. 

It would be great if you are the type of person who has the ability to run through walls to get a solution and not be the type of person who throws up their hands and gives up at the first sight of a challenge.

So…if you are looking for your opportunity to work with great people in a great environment, then this is the role for you!

Why Rivergum
At Rivergum we believe our people are our greatest asset. Our extensive staff benefits are reflective of this belief. Including but not limited to:

• Employee Assistance Program
• Reward & Recognition Program
• End of week celebratory drinks and early knock-off on Fridays
• Bi-monthly staff social events 
• Professional development training sessions 
• Opportunities to grow and be promoted within the business 
• Modern offices and staff facilities
• Discounts for Rivergum staff with numerous external businesses 

Join the team and live the Rivergum values… 
Own It, Integrity, Fun, Great Ideas, Teamwork 

To Apply
Click ‘apply now’ and upload a resume that outlines your suitability for the role criteria noted above.