AddressAspirational, award-winning and distinctly Australian, Burbank has been building family homes since 1983. Led by a passionate team who live and breathe homebuilding, Burbank Homes is a family owned and operated business with family values at the heart of every home. Beginning as a small
homebuilding company in Victoria, Burbank has since blossomed into one of Australia’s most trusted builders, with construction now on the ground across Australia. Combining outstanding style, uncompromised quality and exceptional customer service, Burbank strives to deliver a seamless and stress-free building experience to every customer. With a vast range of both single and double storey designs on offer, and also specialising in the delivery of apartments and townhouses, Burbank has a design to suit every Australian’s lifestyle and budget.
Primary Purpose:
The purpose of this role is to:
- provide guidance and direction to Burbank customers through the selection process of colour schemes, materials, appliances and fittings for their new home in a timely and professional manner.
Key Result Area
Key Responsibilities
Operations
- Plan and prepare for scheduled colour appointments.
- Ensure all documentation required to conduct the colour consultation are available and in place.
- Complete all documentation required to facilitate the Customer’s colour and materials selections and sign off within 5 working days of appointment.
- Provide and or calculate prices for selected upgrades of colours, materials and appliances as requested.
- Manage personal and consulting workstation in an orderly and professional manner.
- Provide feedback on current workloads, trends in customer behaviour and issues.
- Feedback on own performance through monthly summary reports and regular one on one meetings with direct supervisor on established KPI’s.
- Conduct consultation in accordance with Burbank’s recommended processes of order and sequence.
- Clearly set customer expectations regarding time allowance and completion target, ensuring they are appropriately prepared in advance of their appointment.
- Manage and maintain an efficient and proactive calendar of appointments, allowing the agreed number of appointments in set time blocks – morning and afternoon.
- Provide Customers with clear direction and advice on all products and upgrades.
- Maintain an average appointment time within set guidelines.
- Close out the Selection within agreed timeframes.
- Assist with the preparation and pricing of Display selections for all new display homes, in line with set positioning (standard / upgraded) and working closely with the Display Working Group.
- Assist in the briefing of the furniture supplier on the chosen theme and Selections on behalf of the group.
- Monitor and instruct on timeframes for furniture as required.
- Inspect and oversee adherence to Selections as required through the course of the build and prior to handover to the Sales team.
- Assist in briefing the Sales team on the chosen theme and Selections.
- Champion the presentation of the Studio and ensure its clean and presentable at all times.
- Work closely with the national Procurement team, Suppliers and Edge colleagues to ensure the product offering is current at all times.
- Deliver customer service in line with Burbank standards.
- Ensure a positive and engaged experience for customers.
- Be responsive, with same or next day turnaround on any communication.
- Induct Customers in the Burbank Selections process.
- Be personally well groomed and professionally presented during the Selections appointments.
- Develop rapport with Customers to ensure the process is moving to completion on time without distress.
- Maintain at all times a professional and courteous manner during appointments.
- Attend training programs on skills, processes, technical knowledge, customer service and other Burbank processes as required.
- Update self on product benefits and features through provided literature and website links in order to deliver accurate advice to Customers.
- Communicate effectively and courteously with all team members.
- Actively participate and contribute to team meetings for the efficiency of the Edge selection studio and the Selections process.
- Contribute ideas - provide feedback and recommendations for changes to improve the efficiency and accuracy of the Selections process.
- Review and monitor individual reports on the quantity and value of upgrades in line with established targets and develop strategies to meet those targets.
- Ensure Selections are completed on time and within set business expectations.
Job Competencies
- Applies technical skills and knowledge to achieve set objectives.
- Performs a range of tasks in accordance with established guidelines and under general supervision.
- Resolves problems through interpretation and application of established guidelines.
- Organises own work to achieve required outcomes.
- Provides sound technical advice and information to the public and colleagues, within established guidelines.
- Provides guidance and assist with the development of less experienced employees.
KPIs
- Average selection appointment no longer than 6 hours for a single storey and 8 hours for a double storey.
- Minimum 2-3 appointments per week.
- Finalise selections schedules within 5 working days of appointment.
- Same or next day turnaround on all inquiries.
- Average upgrade to exceed $10,000 per customer.
- Edge selections space to be up to date at all times in terms of Burbank offering.
Typical Qualifications and/or Experience
- Qualification in Interior Design or related discipline, or relevant prior work experience.
- Strong customer service and time management skills.
- Ability to work effectively as part of a team.
- Ability to meet deadlines and work under pressure.
- Proactive and creative approach to problem solving.
- Intermediate Microsoft Word, Excel and Outlook computer skills.
Occupational Health & Safety Compliance
All Burbank employees have a responsibility to behave in a manner which ensures that their actions or omissions do not adversely affect the environment or the health, safety and wellbeing of themselves, colleagues, contractors or members of the public.
Burbank employees must:
- Meet all responsibilities as outlined in Burbank’s HSE manual.
- Participate in any training and HSE initiatives implemented by the Group.
- Comply with all safety directives and work instructions.
- Immediately report any incident or potential hazard as per HSE Manual.
- Evacuation plans fully understood and ready to activate when necessary.
