AddressAt Core, we are collaborating with a reputable home builder to expand the aftercare team. The ideal Aftercare Coordinator candidate should have the experience of a Site Supervisor (or similar) and a solid understanding of QBCC codes and practices. The successful candidate will also have strong client relations experience and the ability to interact, manage expectations, and mediate between customers and contractors. The primary goal is to ensure customer satisfaction and maintain smooth organization.
Position Identification
- Title: Aftercare Coordinator
- Reports to: Operations Manager
- Employment Status: Full-Time
Position Objective
The Aftercare Coordinator will use their extensive experience in residential construction management and customer service to oversee all post-construction processes. This role requires strong project coordination skills, excellent client relations, and a proactive approach to problem-solving to ensure seamless transitions and high customer satisfaction. The coordinator is responsible for maintaining meticulous attention to detail and fostering positive communication to uphold and enhance the company's reputation.
Competencies Required
- Communication: Strong verbal and written communication skills, with the ability to interact effectively with all levels within the organization.
- Customer Service: Exceptional customer service skills across all channels, including written, phone, and in-person interactions with trades, suppliers, and other parties.
- Teamwork: The ability to work collaboratively with and support all team members at various levels. Understanding proper protocols when interacting with senior managers and directors.
- Self-Management: Self-motivated and results-driven, with a focus on fulfilling business needs. Able to operate independently and meet objectives without extensive supervision.
- Attention to Detail: Excellent attention to detail in all aspects of the role.
- Time Management and Organization: Strong planning and prioritization skills, enabling the efficient accomplishment of objectives within set time frames.
- Technology: Proficient with Microsoft Office (Outlook, Excel) and construction management systems and accounting packages.
- Knowledge and Learning: Understanding of QBCC standards and tolerances and basic residential construction processes. Willingness to undertake any additional training necessary to perform the role effectively.
- Initiative and Enterprise: Forward planner with the ability to critically assess performance and take personal responsibility for achieving outcomes.
Key Performance Objectives
- Ensure all aftercare requests are addressed promptly and resolved within the specified timeframe.
- Maintain a high customer satisfaction rate by effectively coordinating repairs, conducting follow-up assessments, and providing timely updates to clients.
- Continuously improve operational processes to enhance efficiency and reduce response times in handling aftercare services.
Aftercare Coordinator Duties
Scheduling:
- Research and engage new trades for billable works and complement the existing trade base.
- Manage and book the Aftercare Supervisor's and Residential Leading Hand's calendars, scheduling client and trade inspections.
- Follow up to ensure trades attend in a timely manner.
Client Liaison & Communication:
- Maintain consistent communication with clients and affiliated contacts via phone and email.
- Provide continual updates until works are completed and closed according to standards and tolerances.
- Build rapport and maintain strong relationships with respective contacts.
Administration:
- Proactive problem-solving with experience in managing various clients and situations.
- Manage the Excel tracking sheet, entering all activity logs daily.
- Obtain quotes for resultant damage works and arrange back charges when necessary.
- Maintain up-to-date client folders, emails, and documents.
- Adhere to all office-based procedures.
Meetings & Reporting:
- Chair fortnightly meetings, compile updates, discuss open requests, and provide monthly management reports, including trends and performance feedback.
- Manage budgets by tracking and coding job costs to ensure costs are recouped correctly.
Organizational Relationships
- Reports to: Operations Manager
- Internal Relationships: Construction Manager, Preconstruction, Contract Administrators, Draftsperson, Site Supervisors, Sales Coordinator, Marketing Manager, Accounts, Colour Consultant.
- External Relationships: Trades & Suppliers, Clients/Tenants, Property Managers & Real Estate Agencies, Insurance Brokers, and other relevant industry contacts.
