Client Experience & Warranty Coordinator

About the role

You will be a consistent, friendly point of contact for clients throughout their build and beyond. This role combines client experience, warranty and maintenance management, contractor compliance, front of house duties, and office support for a respected, family-run building and design business.

Key responsibilities

• Be a consistent, friendly point of contact for clients throughout their build
• Keep clients informed and make sure their questions reach the right person
• Look after clients through handover and the defects liability period
• Receive, log and assess warranty and defect requests
• Raise and coordinate work orders with contractors and follow them through to completion
• Manage client expectations clearly and fairly, including when a request falls outside warranty
• Keep accurate records of every warranty matter from start to close-out
• Collect and check contractor insurances and compliance documents (public liability, WorkCover and similar)
• Welcome clients, consultants and visitors to the office and prepare meeting rooms
• Receive deliveries at the Heidelberg West office and warehouse, check against orders and enter into systems

About you

• Confident, warm and professional with clients, including when the conversation is hard
• Assertive and clear. You can say no politely and stand by it
• Highly organised and happy moving between very different tasks in one day
• A real team player with a positive outlook and a good sense of humour
• Takes pride in a well-run, well-presented office
• Grounded and steady, and looking for a long-term role where you can step up and grow
• Strong written communication. Your emails are clear, short and friendly
• Confident with computers and willing to learn new systems
• Curious and keen to learn about the building and design industry

About us

We are a respected, family-run business with a 24-year history. We work on premium residential and commercial projects and offer the opportunity to learn the building and design industry from the inside as part of a small team where your work is noticed and valued.