Builder Support: Warranty & Customer Care Specialist

Bunnings Group; Sydney; On-site; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Team discount at Wesfarmers brands

Free OnePass membership

Exclusive team member benefits (100+)

12 weeks parental leave

Job summary

Bunnings Group in Sydney is seeking a Customer Care & Warranty Specialist to help builders with Frame & Truss queries from first contact to resolution.

You will work with Technical, Production and Sales teams to resolve issues, arrange site inspections, keep customers informed and build long-lasting relationships.

If you bring strong communication, two years' customer service experience and a commitment to safety, apply to join our supportive team.

Qualifications

• At least two years' experience in customer service, administration or account management.
• Strong verbal and written communication skills.
• Confidence managing customer concerns, priorities and ongoing actions.
• Experience with customer management systems and Microsoft Office.
• Attention to detail and accurate record-keeping.
• Ability to coordinate and influence people across operational teams.
• Confidence reading and interpreting construction plans.
• Experience in building, Frame & Truss, customer retention or B2B service helpful.
• Salesforce experience would be useful but not essential.
• Commitment to working safely and protecting others.

Responsibilities

• Build trusted relationships with builders for Frame & Truss enquiries.
• Manage warranty claims to timely outcomes.
• Coordinate with Technical, Production, Scheduling, Dispatch, Sales and Account Management teams.
• Arrange rectification work, site inspections and site measurements.
• Keep customers updated with clear information and realistic expectations.
• Maintain records across customer management and Frame & Truss systems.
• Coordinate purchase orders, credits and claim administration.
• Monitor open actions and ensure team accountability.
• Share insights on customer activity and resolution outcomes.
• Identify improvements in communication and service delivery.
• Contribute to a safe workplace by reporting hazards.
• Learn our systems and processes while deepening Frame & Truss knowledge.

Skills

Customer service

Administration

Account management

Verbal and written communication

Customer management systems

Microsoft Office

Attention to detail

Record-keeping

Cross-functional coordination

Construction plans

Frame & Truss knowledge

B2B service

Salesforce experience

Safety awareness

Job description

Join us and experience Bunnings from the other side of the counter!

What's in it for you when you're part of our team:

• Team discount at Bunnings and other Wesfarmers brands including Kmart, Target and Officeworks to name a few


• Free standard OnePass membership


• Access to over 100+ exclusive team member benefits across health, shopping, travel and stay, wealth, work and leave


• 12 weeks paid parental leave, regardless of gender


• Fun stuff like annual festive gifts, discounted food and drinks at our Bunnings Cafe, and travelling store team member opportunities

About the role

Turn complex customer challenges into practical solutions that make a real difference for builders and their projects. As our Customer Care & Warranty Specialist, you'll be a trusted point of contact for Frame & Truss customers, taking ownership of enquiries, complaints and warranty matters from the first conversation through to resolution. You'll bring customers and internal specialists together, keep actions moving and make sure everyone has clear, timely information along the way. This is an opportunity to build valuable knowledge across customer care, technical support, manufacturing and construction while improving the experience we provide. With a million ways to make an impact, your work will help strengthen customer relationships, support repeat business and shape better ways of working.

What's involved

• Build trusted relationships with builders and become a reliable contact for their Frame & Truss enquiries


• Manage customer concerns and warranty claims through to a practical, timely outcome


• Coordinate with Technical, Production, Scheduling, Dispatch, Sales and Account Management teams to resolve building and structural issues


• Arrange rectification work, site inspections and site measurements when needed


• Keep customers informed with clear updates, realistic expectations and consistent follow-up


• Maintain accurate records across customer management and Frame & Truss systems


• Coordinate purchase orders, approved credits, back-charge agreements and claim administration


• Monitor open actions and commitments, helping teams stay accountable for delivery


• Share useful insights on customer activity, response times and resolution outcomes


• Identify improvements that make customer communication and service delivery simpler and more effective


• Contribute to a safe workplace by speaking up, reporting hazards and following safe work practices


• You'll be supported to learn our systems and processes while building deeper knowledge of Frame & Truss operations.

About You

You enjoy bringing order to busy situations and helping people find a way forward. You listen carefully, communicate clearly and stay composed when an issue requires persistence or several teams to resolve. You'll join a collaborative group that values practical thinking, shared accountability and open communication. You'll work independently when needed, but you won't solve challenges alone. Success comes from bringing the right people together, asking good questions and keeping the customer at the centre of each decision. You're likely to thrive if you're organised, comfortable managing competing priorities and motivated by seeing an issue through properly. You'll also look for opportunities to improve the process, not simply close the task.

Ready to use your customer care experience to help builders, solve meaningful challenges and improve the way we work? You'll be part of a workplace where you'll feel like you belong.

Bunnings reserves the right to close job advertisements at any time.

We do not accept unsolicited resumes from recruitment agencies, as we have a dedicated internal Talent Acquisition team managing all hiring processes.

What you'll need

• At least two years' experience in customer service, administration or account management


• Strong verbal and written communication skills


• Confidence managing customer concerns, competing priorities and ongoing actions


• Experience working with customer management systems and Microsoft Office


• Sound attention to detail and accurate record‐keeping skills


• The ability to coordinate and influence people across different operational teams


• Confidence reading and interpreting construction plans


• Experience in building, Frame & Truss, customer retention or B2B service would be beneficial


• Salesforce experience would be useful but is not essential


• A practical commitment to working safely and supporting the safety of others

Eligibility and Compliance

Please note, you must be age 15 or over to apply for a role at Bunnings.

Please note if you are offered a role with us, background checks may be required. This can include police, employment, medical and qualification checks. If a police check search returns a criminal record, Bunnings will assess whether the record impacts your ability to perform the key requirements of the role.

We welcome applications

We love the diversity across our teams, brought together in an inclusive culture guided by our values.

We welcome applications from individuals of all ages, cultural backgrounds, abilities, sexual orientations, and gender identities.

We strongly encourage Aboriginal and Torres Strait Islander peoples to apply and join us in shaping a workplace that celebrates First Nations voices, perspectives, and contributions.

About Us

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand. We're proud to support project builders, commercial tradespeople and the housing industry through our network of stores, trade centres, frame and truss sites and online. At Bunnings, our purpose is simple: we're here to inspire people to have a red hot go! Whether that's backing our team to grow, supporting customers to take on new projects, or helping communities make a real difference.

By joining our passionate and diverse team, you will be part of a culture that encourages you to roll up your sleeves and build something great together. We are the leading retailer of home improvement and outdoor living products in Australia and New Zealand, and a major supplier to project builders, commercial tradespeople and the housing industry. Our ambition is to provide our customers with the widest range of home improvement products in accordance with our lowest prices policy, backed with the best service.

Our Team Members are the soul of our business, and bring this vision to life every day in our stores throughout Australia and New Zealand. We believe a diverse team creates the best mix of perspectives which helps us innovate and make better decisions. We want our team to have diverse thinking, perspectives, backgrounds and education, which supports us in representing the local communities we serve and so our team can bring their whole self to work. A diverse and inclusive team makes everyone feel valued, respected and connected at work.

We're committed to creating a safe and supportive work environment for all team members regardless of age, disability, gender identity, sexual orientation, race, ethnicity or background.

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