Home Care Coordinator (SA)

at  Burbank

Building & Construction Other SA Other Permanent / Full Time

5/4/2024

• Do you have experience in residential housing industry
• Do you have high attention to detail
• Family owned volume builder with operations in SA, VIC, QLD, NSW & ACT

KEY ACCOUNTABILITIES

• The Team leader role is responsible for overseeing the daily operations of the Homecare Administration team by mentoring and providing support to team members
• Being a point of escalation for customers and internal stakeholders
• Taking escalation calls, and making sure all enquires are dealt with through the team
• Being a point of contact for the admin when Manager is unavailable
• Mentoring current staff with any issues that may arise with customer and training new administrators
• 48-hour turnaround timeframe for contact communication with customer via email or phone
• 48-hour turnaround timeframe for trades / contractors to make contact with customer to schedule allocated works / work order feedback from suppliers
• First point of contact for the DBDRV, schedule conciliation and set up job file in preparation for conciliation
• Identify opportunities to improve our current processes and procedures
• Ensure that all data entry, customer contact and system tasks are completed promptly and accurately
• Act as the key point of contact between line manager and team
• Providing exceptional customer service to Burbank clients throughout the warranty period
• Providing accurate information and updates to Burbank clients in relation to warranty repair work
• Documenting 90 day and 15-month warranty defect lists
• Arranging 90 day & 15-month warranty & structural appointments
• Filtering the shared email file and dispersing accordingly
• Creating and completing work orders
• Assisting inspectors with requests
• Assisting with material orders for sub-contractors
• Coordinating and booking inspections with clients and warranty inspectors
• Coordinate trades to make repairs as required
• Monitoring work by trades to keep within time frame agreed
• Efficiently scheduling warranty inspections and manage home care inspectors’ diaries
• Liaise with tradespeople in relation to the scheduling and scope of approved jobs

TYPICAL QUALIFICATIONS AND/OR PERSONAL QUALITIES

• Well developed administrative skills, effective time management and a strong customer service focus
• Ability to learn and adapt to new software systems
• Effective problem solving and a high level of initiative
• Ability to read and understand plans and construction documents
• An understanding of the residential building process and familiarity with the Building Commission Guide to Standards and Tolerances
• High level administrative organisation skills
• People leadership skills with the ability to lead your team to deliver the set levels of performance
• Exceptional reporting and analytical skills
• Outstanding communication skills
• Strong work ethic with an ability to demonstrate flexibility.
• Ability to manage a variance of workloads and multitask effectively
• Ability to work autonomously and provide administration support
• Experience and sound understanding of IT and systems

The purpose of this role is to:

• Ensure that all customers have a positive experience in their dealings with Burbank Australia throughout the maintenance and warranty period of their new home
• Liaise between the client and all Burbank home care inspectors and trades to coordinate maintenance and warranty services.