Customer Care & Defects Coordinator

Level 33; Wollongong City Council; On-site; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Fuel card

Laptop provided

Mobile phone

Work from home 1 day per week

Job summary

Level 33 Wollongong is seeking an experienced and customer-focused Customer Care & Defects Coordinator to support our growing portfolio of residential mixed-use BMC developments across the Illawarra region.

This administration-focused role requires previous defects management experience, strong organisational skills and the ability to coordinate effectively with construction teams, Owners Corporations, strata representatives, Building Management and residents.

Qualifications

• Previous defects management experience within residential construction, property development or a similar environment.
• Strong administrative skills and exceptional attention to detail.
• Excellent written and verbal communication skills.
• Ability to manage multiple sites, competing priorities and deadlines.
• Confidence communicating with residents and a broad range of stakeholders.
• Proactive, organised and solutions-focused approach.
• Experience with DLP systems is advantageous but not essential, as training will be provided.

Responsibilities

• Enter and maintain accurate PSI information and defect records within the DLP platform.
• Log, track, categorise and triage defects, ensuring all items are appropriately allocated and followed up.
• Work closely with the construction team to coordinate, manage and close out defects throughout the settlement process and the two-year defects period.
• Monitor outstanding defects and maintain accurate records of progress, actions and resolutions.
• Manage the defects inbox, ensuring enquiries are responded to promptly and professionally.
• Communicate effectively with purchasers, residents, Owners Corporations, strata representatives, Building Management and construction teams.
• Provide regular updates on defect status, anticipated actions and resolutions.
• Coordinate defect inspections, contractor access and follow-up works as required.
• Maintain a customer-centric approach, helping to deliver a positive experience for new purchasers during settlement and beyond.
• Escalate outstanding or complex issues to the relevant internal stakeholders to support timely resolution.
• Attend site as required to support settlement activities, defect inspections and coordination with construction teams.
• Establish and maintain efficient administrative processes for each development.
• Support the onboarding of new sites as the Illawarra portfolio expands.

Skills

Defects management

Administrative skills

Communication skills

Multi-site coordination

Tools

DLP system

Job description

LOCATION: 30 Ellen Street, Wollongong (shared office with Building Management)
HOURS: 8:00 am – 3:30 pm

ABOUT THE ROLE

We are seeking an experienced and customer-focused Customer Care & Defects Coordinator to support our growing portfolio of residentail mixed use BMC developments across the Illawarra region.

This is an administration-focused role requiring previous defects management experience, strong organisational skills and the ability to coordinate effectively with construction teams, Owners Corporations, strata representatives, Building Management and residents.

With six sites currently in the pipeline across the Illawarra, this position offers an excellent opportunity to establish and develop the defects management function as new sites progress through settlement and the two-year defects period.

KEY RESPONSIBILITIES

Enter and maintain accurate PSI information and defect records within the DLP platform. Training on the DLP system will be provided.

Log, track, categorise and triage defects, ensuring all items are appropriately allocated and followed up.

Work closely with the construction team to coordinate, manage and close out defects throughout the settlement process and the two-year defects period.

Monitor outstanding defects and maintain accurate records of progress, actions and resolutions.

Manage the defects inbox, ensuring enquiries are responded to promptly and professionally.

Communicate effectively with purchasers, residents, Owners Corporations, strata representatives, Building Management and construction teams.

Provide regular updates on defect status, anticipated actions and resolutions.

Coordinate defect inspections, contractor access and follow-up works as required.

Maintain a customer-centric approach, helping to deliver a positive experience for new purchasers during settlement and beyond.

Escalate outstanding or complex issues to the relevant internal stakeholders to support timely resolution.

Attend site as required to support settlement activities, defect inspections and coordination with construction teams.

Establish and maintain efficient administrative processes for each development.

Support the onboarding of new sites as the Illawarra portfolio expands.

ABOUT YOU

Previous defects management experience within residential construction, property development or a similar environment.

Strong administrative skills and exceptional attention to detail.

Excellent written and verbal communication skills.

The ability to manage multiple sites, competing priorities and deadlines.

Confidence communicating with residents and a broad range of stakeholders.

A proactive, organised and solutions-focused approach.

The ability to work collaboratively with construction teams to achieve timely defect resolution.

A commitment to providing a professional, customer-focused service.

Experience with DLP systems is advantageous but not essential, as training will be provided.

WORKING ARRANGEMENTS & BENEFITS

• Standard working hours of 8:00 am to 3:30 pm.
• Office-based position at 30 Ellen Street, Wollongong, sharing facilities with Building Management.
• Potential to work from home one day per week following the initial establishment and onboarding period, subject to operational requirements.
• As additional developments commence, regular site attendance will be mandatory to support operational requirements.
• Consideration of a fuel card to assist with work-related travel between sites.
• Company-provided laptop and mobile phone.
• Opportunity to grow with an expanding portfolio of six Illawarra sites and further developments as they come online.