Customer Relations Coordinator

A well known local Development Group is seeking a Customer Relations Coordinator as the primary point of contact for their clients throughout their journey for the project. The role builds strong relationships, ensures a seamless experience from pre-settlement to post-settlement, and supports broader customer engagement initiatives across brands and channels. 

Primary purpose: 

• Deliver proactive, high-touch customer service that strengthens trust and drives positive outcomes.  
• Orchestrate the operational steps and communications required across pre-settlement, settlement, and post-settlement.  
• Support sales, marketing, and channel partners with accurate information, bookings, and documentation.

Client Engagement & Communication 

• Engage client databases; maintain regular contact via calls, emails, and personalised communications.  
• Prospect and book appointments; provide clear information and expected next steps.  
• Manage and respond to enquiries via the customer relations inbox.  
• Send introduction, milestone, and congratulatory messages; ensure a consistent brand tone of voice.

Sales & Channel Support

• Assist sales staff and Channel agents with appointment management and calendar coordination.  
• Liaise with local, interstate, and international sales agents to maintain momentum and remove obstacles.

Marketing & EDM Coordination

• Partner with the Marketing team to plan and deliver EDM campaigns; ensure accurate data, audience selections, and timing.  
• Track campaign outcomes and client responses; surface insights to improve future communications.

Contract & Legal Liaison

• Liaise with lawyers on contract-of-sale documentation (status checks, required customer actions, information requests).  
• Keep stakeholders informed of progress; escalate issues early with clear context.

Pre and Post–Settlement

• Guide clients through pre-settlement steps and documentation; provide checklists and reminders.  
• Ensure all details are accurate and complete to avoid delays at settlement.
• Receive and log defect reports; coordinate resolution with the appropriate teams.  
• Track warranty claims, follow through to closure, and keep clients updated.

Settlement (Handover)

• Coordinate with internal teams and external partners to deliver a seamless handover experience.  
• Support client walkthroughs and provide relevant information packs (keys, warranties, contacts).

Display Representation & Administration

• Represent our client professionally and warmly while assisting at the display (QBH) as rostered.  
• Provide general administrative support to ensure smooth daily operations.

Responsibilities of All Staff:

• Adheres to documented procedures and controls aligned with ISO 9001, ISO 27001, and ISO 2001 standards.
• Participates in internal audits, training, and improvement initiatives related to quality, security, and ethical AI use.
• Reports non-conformities, risks, or improvement opportunities in accordance with established ISO protocols.

Requirements: 

• 2–3 years in a customer-facing coordination role (property developer, real estate, residential building, strata, facilities, hospitality, or high-volume customer service).
• Experience supporting customers through time-sensitive milestones (handover, settlement, onboarding, service requests).
• Excellent presentation skills, with the ability to represent the brand professionally in phone and face-to-face client interactions.
• Strong written and verbal communication
• Strong administration and attention to detail (checklists, document packs, accuracy to avoid settlement delays).
• Confident stakeholder management (buyers, agents, solicitors, internal teams).
• Experience with CRM/customer inbox workflows (logging, tracking, follow-up).
• Competent with Microsoft Office and document handling (keep Adobe Acrobat DC if it’s used for packs/contracts).
• Ability to manage competing priorities and high volumes calmly.