Customer Care Regional Manager

• Oversee the identification, reporting, and resolution of defects throughout the defects liability period
• Ensure timely rectification of all defects to the client’s satisfaction
• Attain and manage Making Good Defects (MGD) certifications
• Participate in pre-handover, handover, and post-handover processes to ensure a seamless transition
• Evaluate the handover process, verifying documentation accuracy and completeness
• Establish and maintain strong communication with clients, building or facilities managers, end users, suppliers, and other stakeholders
• Coordinate with project managers, contract managers, consultants, and subcontractors to address and resolve liability issues
• Arrange and conduct site inspections to identify and document defects
• Enter jobs into the MGD system and keep all administrative aspects of defect management up to date
• Manage assignments for supply chain and service engineers to ensure efficient defect resolution
• Monitor and control operational budgets related to aftercare and defect management
• Produce and present status reports for internal and client review
• Conduct internal audits to ensure compliance with quality standards and contractual obligations
• Collaborate with the construction and aftercare teams while also working independently as needed
• Manage suppliers and laborers involved in the aftercare phase, ensuring their activities align with project requirements and timelines

• Excellent communication and relationship-building skills across various channels
• Ability to connect with a diverse range of stakeholders, including clients, facilities managers, subcontractors, and suppliers
• Experience managing defects and aftercare processes in construction projects
• Experience with modular/prefab construction methods is highly advantageous
• Proficiency in using defect management systems and other relevant software
• Strong organisational and time management skills
• Capability to manage operational budgets and produce detailed status reports
• Experience conducting internal audits and ensuring compliance with industry standards
• Ability to work under pressure and use initiative
• Effective prioritisation and delegation of workloads
• Strong team player with mentoring skills and the ability to foster a collaborative working environment
• Commitment to company guidelines with a focus on seeking and implementing improvements
• Proactive mindset with an emphasis on continuous improvement and staff development
• Proficient IT skills, particularly in Microsoft Office packages
• Full Australian Driving License

Experience with modular/prefab construction methods is highly advantageous

• H-Perks Employee Rewards: Access exclusive discounts, cashback and everyday savings through our internal benefits platform
• Travel Perks: Exclusive travel benefits, including discounted hotel rates
• Novated Leases: Maximise your salary and enjoy tax savings on vehicle expenses
• Family-Friendly Policies: Receive paid parental leave to support your family needs
• Employee Wellbeing: Access our Employee Assistance Program (EAP) for valuable support and resources
• Diverse Opportunities: Gain exposure to a wide range of roles and industry leaders in our leading market company