Customer Service Lead / Lead Qualifier

Rectify Group is an Australian company specialising in chemical underpinning, ground engineering and asset remediation. We work on existing residential, commercial, industrial and heritage structures, providing specialist solutions to stabilise, repair and protect assets affected by ground movement, settlement, cracking and structural issues.

Our team includes registered Structural Engineers, Geologists, Project Managers, Supervisors and Technicians from a range of technical, construction and remediation backgrounds, with more than 50 years of combined experience.

We are a growing company with a clear ambition to become market leaders in our field. Our culture is dynamic, professional, intelligent, supportive and family-oriented.

About the Role

We are seeking a confident, organised and customer-focused Customer Service Lead / Lead Qualifier to join our team.

This is a key front-end role within Rectify’s customer journey. You will be responsible for contacting, qualifying and managing incoming leads received through HubSpot, Meta, website enquiries, phone calls and other lead sources.

Your role is to speak with prospective customers, understand their issue, gather the right information, determine whether the enquiry is suitable for Rectify, and ensure qualified opportunities are passed to the appropriate sales representative or manager.

You will ask structured questions about the property, ownership, structure type, visible issues, photos, access and urgency. You will also help identify enquiries that are outside Rectify’s scope, such as structures on stumps or issues that are not suitable for our remediation methods.

This role is ideal for someone who enjoys speaking with customers, asking the right questions, working with a CRM system and supporting a growing sales and operations team.

Key Responsibilities

Your duties will include:

• Answering incoming phone calls in a professional, polite and helpful manner

• Contacting new leads received through HubSpot, Meta, website forms, phone calls and other lead sources

• Qualifying enquiries to determine whether the issue is suitable for Rectify’s services

• Asking structured questions to understand the customer’s property, structure, issue and needs

• Confirming key information such as property ownership, property type, structure type, visible cracking or movement, access requirements and urgency

• Requesting and following up photos, videos or other supporting information where required

• Identifying enquiries that are outside Rectify’s scope and communicating this professionally to the customer

• Entering and maintaining accurate lead information in HubSpot CRM

• Updating lead status, notes, contact records and qualification details in a timely manner

• Booking suitable site inspection appointments for the sales team

• Managing and coordinating sales team calendars where required

• Supporting communication between customers, sales representatives, management and Operations

• Monitoring urgent calls, emails and messages when sales representatives are unavailable

• Assisting with customer follow-up throughout the lead, opportunity, quote and job stages

• Providing feedback to management on lead quality, customer trends, common questions and process improvements

• Supporting improvements to HubSpot workflows, lead stages, qualification questions and customer communication templates where required

Skills and Experience

To be successful in this role, you will ideally have:

• At least 3 years’ experience in customer service, lead qualification, sales support, call centre, inbound sales, administration or a similar role

• Strong experience speaking with customers over the phone

• Excellent communication and interpersonal skills

• A confident, professional and friendly phone manner

• The ability to ask clear questions, listen carefully and gather accurate information

• Strong organisational skills and high attention to detail

• The ability to follow a structured process while still providing a warm customer experience

• Good computer skills, including Microsoft Office or similar office software

• CRM experience, preferably HubSpot, although training can be provided

• A proactive, problem-solving mindset

• The ability to manage multiple leads, follow-ups and priorities in a busy environment

• A reliable, team-focused attitude and a strong commitment to customer service

Experience in construction, trades, building, property, insurance, engineering, real estate or home services would be highly regarded, but is not essential.

The Ideal Candidate

The ideal candidate will be someone who enjoys speaking with people, asking the right questions and helping customers understand the next step.

You do not need to be a technical expert, but you must be comfortable learning how to identify whether an enquiry is likely to be suitable for Rectify. You will be trained on our services, qualification process and common enquiry types.

You will suit this role if you are organised, calm under pressure, detail-focused and confident managing a high volume of enquiries in a professional way.

Why Join Rectify?

This is an opportunity to join a growing specialist company and play an important role at the front end of the customer journey.

You will work closely with Management, Sales and Operations, helping ensure that every lead is handled quickly, accurately and professionally from the first point of contact.

This role directly supports lead quality, sales efficiency, customer experience and the continued growth of the business.

KPI and performance based bonuses available.

Location and Work Arrangements

This is initially an onsite role. Hybrid and flexible work arrangements may be considered after the successful completion of the probationary period.

How to Apply

If you have the skills and experience outlined above, please apply with your resume.

Salary will be commensurate with experience.

Your application will be treated confidentially. Only shortlisted candidates will be contacted for an interview.

Direct applicants only. Recruitment agencies, please do not apply.

Applications close: [Insert current closing date]