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About the Role
We're looking for an experienced Service & Warranty Manager to lead our Service & Warranty Team, ensuring homeowners receive a seamless experience throughout the post-handover, defect and warranty periods while maintaining strong operational outcomes and contractual compliance.
Responsibilities
- Lead, mentor and develop a team of Handover Supervisors and Servicepersons across the Sydney region, fostering a high-performance and customer-centric culture.
- Manage the maintenance workflows, ensuring inspections, repairs and sign-offs are completed within required timeframes.
- Monitor maintenance job performance, budgets and outcomes against key service, quality and customer satisfaction KPIs.
- Oversee post-practical completion activities to ensure contractual and business obligations are met.
- Ensure prompt, professional and effective resolution of escalated service requests, disputes, defects and warranty matters.
- Build and maintain strong relationships with trades, suppliers, subcontractors and internal construction teams to ensure service expectations are consistently met.
- Conduct regular one-on-one meetings, providing coaching, feedback, development opportunities and clear performance objectives for team members.
Requirements
- Proven leadership experience within residential construction industry
- Strong knowledge of residential construction practices, building standards, codes and industry tolerances, with the ability to confidently assess and resolve warranty and defect matters.
- Strong people management skills with the ability to coach, motivate and hold teams accountable for results.
- Demonstrated experience managing customer escalations and resolving complex issues with professionalism and empathy.
- Excellent organisational and planning capabilities, with the ability to manage competing priorities and optimise resources.
- Strong stakeholder management skills, with the ability to build productive relationships across customers, trades, suppliers and internal teams.
- A solutions-focused mindset, exceptional communication skills and a commitment to delivering outstanding customer experiences.
- Satisfactory employment screening
- Completion of a National Police Check may be required
- Pre-employment medical may be required
Skills
- Leadership
- Mentoring
- Team Development
- Customer Service
- Workflow Management
- Budget Management
- Quality Assurance
- Customer Satisfaction
- Contract Compliance
- Relationship Building
- Coaching
- Performance Management
- Stakeholder Management
- Communication
- Problem Solving
Location
- Sydney region
Work Type
- Full-time
Experience Level
- Experienced
Salary/Compensations
- Attractive remuneration
Benefits
- Discounts on gym memberships (Fitness Passport)
- Discounts on vehicles (Mitsubishi)
- Discounts on home appliances
- Discounts on energy
- Discounts on health insurance
- Discount on building a home with any of our building brands
- Income protection insurance (100% funded by NEX, covers up to 2 years at 75% of base salary)
- Purchased leave (opportunity to apply for up to 2 weeks extra leave each year)
- Paid Parental leave (12 weeks for primary carer, 4 weeks for secondary carer)
- AIA Vitality health and wellbeing program
- Employee assistance program
- Online learning and ongoing professional development programs
- NAWIC and HIA corporate membership
About the Company
- The MJH Group (incorporating McDonald Jones Homes and MOJO Homes brands) is the leading residential home builder in NSW, focused on delivering an unbeatable customer experience.
- The MJH Group offers a range of building services catering to diverse needs, goals and budgets.
- MJH Group is part of the NEX Building Group, which has over 1300 employees and was established in 1987.
- NEX Building Group is committed to achieving its vision of being Australia’s leading home builder.
- Building new homes and better futures for Australians is a core purpose.
Equal Opportunity
- We are keen to improve female (and other marginalised groups) representation in our workplaces.
- If this role appeals to you but you don’t feel you tick every box, we encourage you to still apply.
- A genuine focus on diversity and inclusion (we’re proud of our Women in Construction Program and annual Building Inclusivity Awards)