ABOUT THE ROLE
The Head of Customer Care is a hands-on leadership role responsible for ensuring the customer experience consistently reflects the Mosaic brand — well-executed, controlled and aligned to what has been promised. The role is accountable for creating confident customers who become advocates, while protecting the integrity and reputation of the brand at critical moments in the journey.
Leading a dedicated Customer Care team, you will oversee the customer lifecycle from pre-settlement through to post-settlement and ongoing engagement, ensuring interactions are handled with clarity, professionalism and consistency. Working closely across departments, you will bring structure and alignment to complex environments, delivering a cohesive, industry-leading experience.
Reporting to the General Manager – Brand & Customer, this role owns and evolves the Customer Care function — lifting capability, discipline and impact in line with Mosaic’s ongoing evolution. You will lead by example, staying close to delivery, actively involved in key customer interactions, and setting the standard for how situations are managed.
You will be a visible and trusted presence for customers and the team, stepping into complex or high-expectation situations with confidence, composure and sound judgement. Your ability to communicate clearly, build confidence quickly and maintain control in pressured environments will be critical to success.
Key Responsibilities
- Lead the end-to-end Customer Care function across the customer lifecycle — from pre-settlement through to post-settlement and ongoing engagement — ensuring customers remain confident, supported and positively connected to the Mosaic brand over time
- Define and set the standard for how customers experience Mosaic, ensuring every interaction is handled with professionalism, clarity and a level of care that builds trust and confidence
- Act as the senior point of authority for complex, sensitive or high-risk customer matters, including direct engagement where required
- Proactively design and manage key customer touchpoints and milestones, ensuring engagement is timely, well-structured and anticipates customer needs
- Work closely across departments to align delivery, resolve issues and maintain a seamless, well-orchestrated customer experience
- Establish clear frameworks for escalation, communication and decision-making, and drive consistency in how customer interactions are managed, documented and resolved
- Continuously refine and uplift the Customer Care approach, improving how the experience is delivered and perceived over time
WHAT WE’RE LOOKING FOR
- Proven experience in a senior customer-facing role within premium or high-expectation environments
- An exceptional communicator — articulate, composed and confident, with the ability to instil trust and credibility quickly
- Highly professional and well-presented, with a natural presence that reassures customers and stakeholders
- Confident without ego — able to lead conversations, manage expectations and hold positions when required, while maintaining respect and professionalism
- Strong judgement and discretion, particularly in sensitive or emotionally charged situations
- Experience navigating complex environments, working cross-functionally and managing competing priorities
- A capable and considered people leader, with a track record of mentoring, coaching and lifting team performance
- Structured and disciplined, with strong attention to detail and follow-through
ABOUT MOSAIC
At Mosaic, we don’t just develop buildings, we shape places of enduring value and set new standards for what exceptional living looks like.
Mosaic Property Group is one of Queensland’s most awarded and respected residential developers, known for delivering architecturally striking, design-led buildings that stand the test of time. With a fully integrated model that spans development, design, construction, sales, and property management, Mosaic ensures every project is executed with an uncompromising commitment to quality, detail, and long-term value.
We are fiercely proud of what we create, but it’s our people who make it possible. Mosaic is powered by a high-performing team of industry leaders and rising stars — bold thinkers, problem solvers, and collaborators who care deeply about what they do and the legacy they leave behind.
If you value excellence and lead with authenticity, this is your opportunity to grow with industry leaders and shape a career that’s both meaningful and rewarding.
LIFE AT MOSAIC
We’re a high-performing, collaborative team that takes pride in delivering work of enduring quality. You’ll be supported, challenged, and given the opportunity to make a real impact, every day.
Successful candidates will be contacted.
