Job Purpose

To effectively provide quality customer service and guide the customer through all stages of the pre-site journey.
Pre-site is from receipt of a signed building contract to issuing a job start.
Ensuring accurate documentation, regular communication both internally and externally.

Key Responsibilities:

• Complete weekly workflow of all projects to ensure targets are being achieved and customers are progressing effectively through the pre-site phase of construction. Ensure all workflow tasks and notes are accurate and up to date.
• Ensure timely and professional customer service is delivered to our customers. Including regular weekly or fortnightly updates via phone and Customer Portal note to achieve a high level of customer satisfaction.
• Complete introduction call within 48 hours of receipt of signed contract
• Monitor all "Bins" including Building Approvals lodged and not received to ensure all jobs are moving efficiently through the approval process and any RFIs released by the developers, councils or certifiers are actioned within 48 hours from receipt.
• Ensure any missed calls or emails received are returned within 24 hours.
• Liaise with other departments and subject matter experts within the business to be able to communicate accurately, avoid roadblocks and achieve the desired results.
• Drive positive Product and Google review results.
• Follow current procedures and checklist with a high level of accuracy and attention to detail.
• Accurately complete data entry into Framework reflecting communication had with clients and progress updates of the file.
• Manage complaint resolution effectively and in a timely manner.
• Participate and contribute to an effective and productive team environment.
• Provide effective feedback and suggested improvements to processes and systems.
• Attend workflow and other relevant team meetings as required.

Qualifications, Skills and Experience

• A minimum of 1 years in high volume administration and customer service
• Experience in a similar role within the residential building industry (preferred)
• A proven track record of quality customer service delivered to clients via telephone or face to face.
• Able to work collaboratively with other departments / staff to achieve positive outcomes.
• Proficient in Microsoft Office - Word, Excel, Outlook
• Customer-centric professional
• Strong interpersonal/communication skills, both verbal and written
• Strong problem-solving skills
• Strong organisational skills
• Able to work autonomously.