Customer Assist Coordinator

1 week ago

Melbourne City Centre, Australia Lendlease Full time

We have an opportunity available for a National Customer Assist Coordinator (Maintenance) to join our Residential business on a permanent basis.

Based in our Melbourne Quarter office you will work across a portfolio of apartments in major developments such as Melbourne Quarter, One Collins Wharf, and 889 Collins Street. There may be further opportunity to work virtually on any of our current interstate apartment developments during your period of employment.

Reporting into the National Customer Assist Manager (based in QLD), this role requires an experienced individual in maintenance and customer service to take responsibility for post settlement customer enquiry, defect items (periodic and client generated) with the construction team on past and present projects.

As you manage customer relationships your responsibilities will include, but not be limited to:

- Working in a fast-paced environment with the ability to prioritise case management.
- Building and maintaining positive proactive relationships with internal stakeholders and Customers by providing an experience that delivers excellence, exceeds expectations, and engenders loyalty.
- Facilitate apartment/site inspections as they arise with our customer and key internal/ external stakeholder/s.
- Customer generated warranty assistance/maintenance/defect rectification/product-based questions/general enquiry (all other maintenance before and/or after periodic maintenance).
- Provide regular Customer touch points and completing case updates regularly, arranging mutually convenient date/times between our Customer and our Trades, booking works.
- Request/manage trade quotes, obtaining approval of scope/cost, processing invoices
- Adopt a cost-effective approach to daily maintenance/defect rectification activities and liaise closely with your peers, Manager, Development and Building to ensure targets are met.
- Follow defined process.
- Promote a team environment and communicate regularly with Customers, LL Staff, Subcontractors, Suppliers, Building/Property Managers and Consultants and work cohesively as part of the LL team.
- Proactively promote a positive team environment and actively participate/contribute in all regular meetings/events as required.
- Take the opportunity to enhance your career profile. Training and Development is actively encouraged.
- Be genuinely Customer obsessed

To be successful in this role you will work exceptionally well in a team environment, follow set process, preferably be tertiary educated and have experience in a similar role. Ideally you will possess a strong understanding of construction methodology and building regulations and standards and have a genuinely caring and helpful attitude towards aiding our valued Customers and providing an exceptional and reliable standard of service.

We embrace the value of a vibrant and diverse workforce and recognise that our people have different experiences and needs at different times. Lendlease is a diverse, flexible and inclusive employer of choice. We engage, enable and empower our people and support their individual needs. Inclusion sets us all up for success.

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