General Manager Aftercare

NEX Building Group; Sydney; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Discount on building a home

Income protection insurance

Purchased leave

Parental leave

Gym and health perks

AIA Vitality program

Diversity & inclusion programs

Employee assistance program

Online learning & development

NAWIC & HIA membership

Job summary

NEX Building Group's MJH Group is seeking an experienced General Manager Aftercare to lead the Service & Warranty division, driving superior customer outcomes across the post-construction journey while optimising quality, compliance and business results.

Reporting to the CEO, this senior leadership role oversees service, maintenance and warranty operations, ensuring homeowners receive an outstanding experience while contractual obligations and warranty commitments are met and improved where

Qualifications

• Proven senior leadership in residential construction or related services.
• Strong knowledge of building standards, warranties and regulatory requirements.
• Track record of leading maintenance, warranty and customer-service teams.
• Excellent communication, negotiation and stakeholder management.

Responsibilities

• Provide strategic leadership to the Service & Warranty function, leading managers and teams across maintenance, warranty and customer service operations.
• Ensure post-practical completion activities are delivered in line with contractual obligations, maintenance schedules and business expectations.
• Drive continuous improvement initiatives across service and warranty operations, focusing on efficiency, customer satisfaction, quality outcomes and cost management.
• Identify systemic issues and implement preventative measures to improve product quality and reduce warranty claims. Lead the resolution of complex and escalated customer matters, including disputes, complaints and regulatory issues.
• Monitor operational performance, budgets and resources, ensuring service delivery remains commercially effective and customer focused.

Skills

Strategic leadership

Budget management

Project management

Stakeholder management

Customer service excellence

Education

Building & Construction qualification

Job description

General Manager – Residential Construction Aftercare

The MJH Group (incorporating the iconic McDonald Jones Homes and MOJO Homes brands) is not just in the new home building industry; we are in the business of delivering an unbeatable customer experience from beginning to end. From architecturally designed new homes to finance options, from multi-residential projects to investment properties, the MJH Group has grown and evolved to offer a range of building services which cater to diverse needs, goals and budgets. We strive to set the benchmark in the new home building industry while ensuring that our people, both customers and staff, are at the centre of everything we do along the way.

We are proud to belong to the NEX Building Group, a diverse and expanding organisation with over 1300 passionate employees whose purpose is to build beautiful homes for Australians. Established in 1987 and continuing to evolve both organically and through acquisition, we are well positioned for growth and committed to achieving our vision of being Australia’s leading home builder.

Building new homes and better futures for Australians is a true honour and so rewarding. Here are some other rewards and benefits we offer our employees.

Our perks and benefits

• Discount on building a home with any of our building brands (after qualifying period)
• Income protection insurance – 100% funded by NEX. Covers up to 2 years at 75% of base salary in case of illness or injury
• Purchased leave – opportunity to apply for up to 2 weeks extra leave each year
• Paid Parental leave - 12 weeks for the primary carer and 4 weeks for secondary carer (we’re proud to be industry leading with this benefit!)
• Employee discounts on gym memberships (Fitness Passport), motor vehicles (Mitsubishi), home appliances, energy, health insurance and more
• AIA Vitality health and wellbeing program
• A genuine focus on diversity and inclusion (we’re proud of our Women in Construction Program and annual Building Inclusivity Awards)
• Employee assistance program to support your mental, financial and physical wellbeing
• A huge catalogue of online learning and ongoing professional development programs
• NAWIC and HIA corporate membership
• Attractive remuneration and so much more!

About the opportunity

We're looking for an experienced General Manager Aftercare to lead our Service & Warranty division, driving exceptional customer outcomes across the post-construction journey while optimising operational performance, quality, compliance and business outcomes.

Reporting directly to the CEO, this senior leadership role is responsible for overseeing service, maintenance and warranty operations across the business, ensuring homeowners receive an outstanding experience while contractual obligations, quality standards and warranty commitments are consistently achieved.

More specifically, you will:

• Provide strategic leadership and direction to the Service & Warranty function, leading managers and teams across maintenance, warranty and customer service operations.
• Ensure post-practical completion activities are delivered in line with contractual obligations, maintenance schedules and business expectations.
• Drive continuous improvement initiatives across service and warranty operations, focusing on efficiency, customer satisfaction, quality outcomes and cost management.
• Identify systemic issues and implement preventative measures to improve product quality and reduce warranty claims.Lead the resolution of complex and escalated customer matters, including disputes, complaints and regulatory issues.
• Monitor operational performance, budgets and resources, ensuring service delivery remains commercially effective and customer focused.

About you

• Proven senior leadership experience within residential construction, construction services or project management environments.
• Strong knowledge of residential construction practices, warranty obligations, building standards, legislation and industry requirements.
• Demonstrated ability to lead and develop high-performing teams while driving accountability and continuous improvement.
• Experience managing complex customer escalations, disputes and stakeholder relationships with professionalism and sound judgement.
• Strong commercial acumen with experience managing budgets, resources and operational performance.
• Excellent communication, negotiation and relationship-building skills with a broad range of internal and external stakeholders.
• Outstanding organisational and planning capabilities, with the ability to balance strategic priorities and operational demands.
• Tertiary qualifications in Building & Construction or a related discipline will be highly regarded.

Interested?

The appointment of successful applicants will be subject to satisfactory employment screening and depending on the inherent requirements of the role, may involve the completion of a National Police Check and a pre-employment medical.