Warranty Service Officer

• Proactively carrying out rectification works
• Establishing and maintaining strong customer relationships by guiding & updating customers
• Problem-solving
• Collaborating with internal teams (including Customercare CSC’s, Site Managers, Construction CSC’s, Drafting, Estimating, Permits, Lifestyle Studio) as well as external parties (trades, suppliers) to deliver exceptional customer experience during the defective rectification phase post-handover
• Effectively completing rectification of warranty defects
• Advising owners when items are not covered under warranty
• Educating owner’s on homeowner maintenance requirements
• Build trust and rapport with customers throughout their after sales service interactions
• Educate our customers on the Customercare process, ensuring a clear understanding of expectations and milestones and what is covered under their statutory warranty
• Proactively engage with customers to facilitate timely progress and completion of their warranty enquiries and rectification of warranty issues
• Actively communicate with the Customercare CSC, trades and suppliers to follow up on pending matters to provide timely updates for customers
• Process and seek approval of PO requests and EFT requisitions
• Routinely learn about the products our customers select in their inclusions and our different display homes to assist with customer communications
• Maintain knowledge of various warranty timeframes and processes to facilitate prompt assistance to customers

• Previous experience using tools (construction trade background or general maintenance/handy person experience)
• Experience in customer service and conflict resolution
• build trust and rapport with customers
• Knowledge of NSW Home Building Act and statutory warranty periods, plus awareness of warranty remedial processes
• Previous home builder experience (preferred)
• Experience using technology/software
• Some building knowledge
• Understanding home plans
• Strong problem solver with attention to detail
• Well presented with a positive and friendly attitude

Previous home builder experience

• Competitive salary + flexible working options
• Health and wellbeing perks – gym discounts, health insurance, annual nutrition & fitness check-ins
• Retail discounts across travel, groceries, and lifestyle
• Savings on home builds, trades, suppliers, and utilities
• Ongoing learning and development through the CPG Academy
• Generous leave – including parental, volunteer, and community service leave
• Wellbeing support for you and your family (EAP, financial coaching, health programs)