Defects Administrator

3 weeks ago

Brisbane, Queensland, Australia Mosaic Property Group Full time
Defects Administrator (Customer Experience), Brisbane

Are you a proactive problem-solver with a keen eye for detail? We're looking for a Defect Administrator to be a key player in delivering exceptional customer experience while ensuring a smooth and efficient defect rectification process to our customers.

ABOUT THE ROLE

As a Defects Administrator you will be under the direct report of the Customer Experience Manager and Client Quality Manager. You will be an integral part of our Customer Experience team, playing a crucial role in ensuring the seamless management of defects across our completed residential projects. Acting as the central liaison between homeowners, internal stakeholders, and our construction team, you will facilitate the rectification process with accuracy, empathy, and efficiency.

Your ability to track and address reported defects proactively will ensure customers remain informed, fostering transparency and trust throughout their experience. Balancing exceptional client service with commercial integrity, you will drive timely resolutions, escalate issues when necessary, and ensure clear, consistent communication with residents.

KEY RESPONSIBILITIES

Customer Experience Excellence – Build and maintain strong client relationships, ensuring timely and transparent communication. Proactively identify and address issues to enhance customer satisfaction.

Defect Identification & Resolution – Collaborate with management to uphold the latest rectification process, ensuring all communication timelines are met. Manage defect tracking and reporting, acting as the primary point of contact for rectification matters. Coordinate resolution efforts with internal teams, ensuring seamless communication with clients, while arranging site access for teams and trades.

Reporting & Strategy – Provide regular updates on defect resolution status to management, identify recurring issues, and recommend improvements to mitigate future occurrences.

Collaboration & Accountability – Work closely with internal teams and all stakeholders to ensure efficient defect management. Take ownership of resolving emerging issues and support broader CX initiatives.

WHAT WE'RE LOOKING FOR

  • Hold relevant tertiary qualifications in construction or property disciplines.
  • Proven experience in coordinating and overseeing defect processes with precision.
  • Strong communication, problem-solving, organisation, time management, and customer service abilities.
  • Thrive in a dynamic environment, handling multiple tasks while maintaining quality and resolving conflicts effectively.
  • A proactive approach, keen attention to detail, and a commitment to continuous improvement.

If you're passionate about efficiency, thrive in a fast-paced environment, and love turning challenges into opportunities, we'd love to hear from you

To apply, please send a detailed resume and cover letter explaining why you want to be a part of the Mosaic team to careers@mosaicproperty.com.au

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