-Do you have knowledge & experience in Service & Warranty -Do you have experience in guiding and managing staff -Do you have experience in domest building repairs Primary Purpose:The purpose of this role is to: Lead, manage and develop the Home Care team to achieve and exceed their short- and long-term objectives and to ensure customer satisfaction.
Warranty and Maintenance Ensure that all Service & Warranty work is delivered within allocated time frames, within budget and in accordance with established procedures Maintain quality control of all homes by ensuring Warranty Inspectors adhere to the Quality Control Program Oversee warranty claims to ensure budget targets are achieved Develop productive working relationships with both contractors and suppliers to ensure time frames and quality standards are met Monitor labor allocation across all jobs to achieve efficient results Ensure client concerns are dealt with in a timely and professional manner and whenever possible to the satisfaction of both parties Maintain tight cost controls to ensure home warranty is within budget forecasts Immediately report to management on all matters relating to Service & Warranty issues that may have financial or reputational impact on the business Analyze Service & Warranty data and propose a business case for potential strategic initiatives Coaching and team leadership Conduct weekly/fortnightly meetings with the Service & Warranty teams to engage with and develop team capability Support team to resolve technical issues that arise Conduct regular performance reviews in line with the company review cycle and actively implement training and development plans for all staff Support team with trade engagement, allocation and management of trade base Manage team to ensure the click home system is being used correctly and accurately Ensure team maintains a professional appearance in regard to uniform, personal presentation, company vehicles and equipment Actively coach and lead the team to ensure safe work practices are adhered to at all times Quality Adherence Complete quality assurance inspections as required Coach the team to manage quality across the whole job, not just at mandatory checks or end of the job Swiftly manage supplier and/or trade issues that jeopardize the progress of successful outcome of any job Customer Service Proactively support the Burbank customer service philosophy Lead and encourage team to proactively engage and communicate with customers throughout the job Be the first port of call for customer escalation issues Judgment and Decision Making Apply sound judgement, problem solving and decision-making skills to identify and resolve problems that arise during the course of any Service & Warranty works and communicate to the team to prevent recurrences Make recommendations to the Construction Department with regard to potential construction implementation that lead to a reduction of Service & Warranty Claims Ensure that all company policies and directives are followed in relation to the allocation of all Burbank assets and equipment applicable to the Service & Warranty Department Key Relationships Work with the Construction Department to address Burbank Construction matters and rectify processes and system issues Develop a productive working relationship with contractors and suppliers Ensure client concerns are dealt with in a professional and timely manner and in accordance with Burbank customer service standards Be an active participant in any Management forums as requested Typical Qualifications and/or Experience Extensive experience in the residential construction industry and the supervision of residential construction projects, in particular the management of Service & Warranty works Strong understanding of contractual requirements in relation to the delivery of Service & Warranty services Click Home Experience preferred Experience in the coordination and management of trades personnel Tertiary qualification in building and construction or similar discipline Developed knowledge of operational performance and capacity of various items of construction.
Well-developed written and verbal communication skills Advanced analytical, investigative and problems solving skills Well-developed skills in project costing and scheduling techniques Occupational Health and Safety Officers Certificate (Favourable) Strong written and verbal communication skills Demonstrated aptitude for management, leadership and development of teams Strong technical aptitude Red card & current and valid driver's license