Client Liaison Officer

Job summary 

To ensure a smooth and friendly Pre-Construction and Construction experience for every client who builds with Zac Homes. To provide continuous support to clients utilising your high level of knowledge and experience within the industry.

To engage with the clients throughout their journey/experience with Zac Homes and assist them where required (treat each job as it were your own).

Key Responsibilities and Accountabilities

• Proficiency at each stage to ensure all jobs are moving forward within the fastest possible time frame. 
• Maintaining office database (Onsite Companion) to always ensure free flow of information and absolute accuracy. 
• Assist with incoming calls and direct incoming calls as required. 
• Providing weekly updates to clients.
• Coordination of engineering’s, waterboard, Basix, acoustic, bushfire etc.
• Maintain communication through the different departments to ensure all requirements are completed in a timely manner. 
• Prepare all essential documents for DA, CDC and CC lodgment.
• Action/follow up on the progression with Council & Certifiers of approval/applications
• Obtaining Finance documents from Clients/Lending Authorities
• Knowledge of warranty/maintenance preferred but not required
• Knowledge of subdivision process preferred but not required 

Capabilities and behaviors

• Strong organisational skills required
• Strong Customer Service skills required
• Confident to make / handle difficult conversations over the phone
• Ability to meet and exceed targets/KPI’s
• Competent computer skills 
• Strong communication skills 
• Knowledge of the construction industry
• Comply with all company policies and procedures
• Assist with ad hoc duties as required
• Competent plan reading/understanding and confidence to relay to client 
• Must be a team player
• Ability to handle a fast-paced environment 

Position Profile

• Minimum 3 years experience in customer service including direct customer contact and query resolution experience in the construction industry.
• Excellent problem analysis and solving skills
• You will need to be able to build and maintain good relationships with clients and be able to manage your time effectively to ensure expectations are met. 
• Ability to remain calm, tolerant, and professional in a stressful and demanding environment.
• Ability to deal effectively with disappointed/challenging clients. 
• Excellent communication skills, both written and verbal.
• Self-confident with high level of personal impact.
• Ability to work unsupervised including prioritize and manage multiple tasks.
• Ability and confidence to communicate with council and authoritative bodies regarding problem solving

Company Values 

• Trust
• Respect
• Integrity
• Pride