Head of Aftercare & Service - Residential Construction

McDonald Jones Homes Pty; Sydney; On-site; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Discount on home building services

Income protection insurance (100% by N

Purchased leave - up to 2 weeks

Paid Parental leave (12+4 weeks)

Employee discounts on gym memberships,

AIA Vitality program

Diversity & inclusion programs

Employee assistance program

Learning & development programs

NAWIC and HIA memberships

Competitive remuneration

Job summary

MJH Group is seeking an experienced General Manager Aftercare to lead the Service & Warranty division across post-construction activities, ensuring exceptional customer outcomes and compliance.

Reporting to the CEO, this senior role directs maintenance, warranty and customer service teams, drives continuous improvement, and maintains budgets while delivering a outstanding homeowner experience in Sydney.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Senior leadership

Residential construction

Warranty management

Budget management

Stakeholder relations

Communication

Organisational planning

Education

Tertiary qualifications in Building & Construction

Job description

MJH Group is seeking an experienced General Manager Aftercare to lead the Service & Warranty division across post-construction activities, ensuring exceptional customer outcomes and compliance.

Reporting to the CEO, this senior role directs maintenance, warranty and customer service teams, drives continuous improvement, and maintains budgets while delivering a outstanding homeowner experience in Sydney.