Primary PurposeThe 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 MaintenanceEnsure that all Service & Warranty work is delivered within allocated time frames, within budget and in accordance with established proceduresMaintain quality control of all homes by ensuring Warranty Inspectors adhere to the Quality Control ProgramOversee warranty claims to ensure budget targets are achievedDevelop productive working relationships with both contractors and suppliers to ensure time frames and quality standards are metMonitor labor allocation across all jobs to achieve efficient resultsEnsure client concerns are dealt with in a timely and professional manner and whenever possible to the satisfaction of both partiesMaintain tight cost controls to ensure home warranty is within budget forecastsImmediately report to management on all matters relating to Service & Warranty issues that may have financial or reputational impact on the businessAnalyze Service & Warranty data and propose a business case for potential strategic initiativesCoaching and team leadershipConduct weekly/fortnightly meetings with the Service & Warranty teams to engage with and develop team capabilitySupport team to resolve technical issues that ariseConduct regular performance reviews in line with the company review cycle and actively implement training and development plans for all staffSupport team with trade engagement, allocation and management of trade baseManage team to ensure the click home system is being used correctly and accuratelyEnsure team maintains a professional appearance in regard to uniform, personal presentation, company vehicles and equipmentActively coach and lead the team to ensure safe work practices are adhered to at all timesQuality AdherenceComplete quality assurance inspections as requiredCoach the team to manage quality across the whole job, not just at mandatory checks or end of the jobSwiftly manage supplier and/or trade issues that jeopardize the progress of successful outcome of any jobCustomer ServiceProactively support the Burbank customer service philosophyLead and encourage team to proactively engage and communicate with customers throughout the jobBe the first port of call for customer escalation issuesJudgment and Decision MakingApply 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 recurrencesMake recommendations to the Construction Department with regard to potential construction implementation that lead to a reduction of Service & Warranty ClaimsEnsure that all company policies and directives are followed in relation to the allocation of all Burbank assets and equipment applicable to the Service & Warranty DepartmentKey RelationshipsWork with the Construction Department to address Burbank Construction matters and rectify processes and system issuesDevelop a productive working relationship with contractors and suppliersEnsure client concerns are dealt with in a professional and timely manner and in accordance with Burbank customer service standardsBe an active participant in any Management forums as requestedTypical Qualifications and/or ExperienceExtensive experience in the residential construction industry and the supervision of residential construction projects, in particular the management of Service & Warranty worksStrong understanding of contractual requirements in relation to the delivery of Service & Warranty servicesClickHome Experience preferredExperience in the coordination and management of trades personnelTertiary qualification in building and construction or similar disciplineDeveloped knowledge of operational performance and capacity of various items of construction.Well-developed written and verbal communication skillsAdvanced analytical, investigative and problems solving skillsWell-developed skills in project costing and scheduling techniquesOccupational Health and Safety Officers Certificate (Favourable)Strong written and verbal communication skillsDemonstrated aptitude for management, leadership and development of teamsStrong technical aptitudeRed card & current and valid driver’s license
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