Client Care Department
- Oversee and manage the client care department, managing budgets, defects rectifications, warranty and defects liability periods.
- Oversee supervisors used to coordinate sub-contractors work
- Ensure proper function of department to uphold reputation of company;
- Manage owners and client expectations concerning completed buildings;
- Liase with Building and strata managers on behalf of owners for the rectification of sub-contractor defects;
Post Construction Management
- Management of buildings during defects liability period, 2- & 6-year warranty period
- Provide solutions to high level and complex defects
- Technical knowledge and ability to reference to BCA and Australian standards to provide return reports for defects.
- Project management through planning of rectification process in occupied and live environments;
- Navigating and managing various defects lists, Consultants inspection lists, Annual fire safety statements, fair trading and work rectification orders.
Legal
- Liaise with external legal entity and manage legal proceedings relating to post construction projects
- Become a part of legal strategy when dealing with Clients, owners and subcontractors
Contracts
- Manage subcontractors with the team to ensure defects are completed properly and within time frame requirements
- Review of sub-contract requirements and scope of works for the release of retentions and administering back charges
- Review and understand head contract requirements particularly in relation to Defects Liability periods and retained securities.
Finance
- Managing department budget to maximise cost recoveries
- Obtaining Retentions, securities and Bank Guarantees from Clients
- Managing and releasing retentions to subcontractors
- Managing and administering back charges to subcontractors
Construction Quality Assurance
- Undertake inspections on current projects to ensure quality is maintained for completion of works
- Ensure defects raised through inspections are administered to the project teams for close out.
- Commissioning and handover of buildings from project to client care team.
- Work with Quality and Innovation manager on correct design and detailing for new projects
End User Customer service
- Ensure customer interaction is positive and fulfilling
- Engagement with customers during settlement, 90 day period and throughout warranty period
- Undertake and arrange inspections with owners
- Create and maintain customer profiles on IMS
- Create and maintain Binah client care app
- Arrangement of gifts and packages to owners
- Engage with building and strata managers as point of contact
- Attend Strata meetings
- Obtain testimonials and positive reviews from owners and strata managers.
- Support, facilitate and resolve client requirements
Reporting
- Create and maintain a status dashboard across all Binah completed projects
- Produce and present monthly department reports to management team of works in progress, key concerns and risks, resources and budgeting
Administration
- Establish, Monitor and maintain safety and quality systems within the department
- Administer defects process from end to end, & maintain IMS.
- Using accounting software (Jobpac and Payapps) for approval of subcontractor payments and retention releases
- Performing data entry and producing reports;
- Monitoring payments, project costs and preparing invoices and purchase orders;
- Monitoring Maintaining records of inventory and equipment;
- Using software to manage staff rosters, tracking and processing timesheets, leave and travel requirements;
- Support, facilitate and resolve client requirements.
- Support to improve defects reporting and quality system systems and procedures on all projects
The above list is not exhaustive, and the role may change to meet the overall objectives of the company.
