Customer Care & Warranty Coordinator| Multi Unit Development

Pembrook have delivered over 1,500 premium homes in Melbourne’s inner-city suburbs. Specialising in the north and west corridors of Melbourne, we identify premium locations and develop them into exceptional lifestyle opportunities. Our work is driven by an unwavering commitment to quality and superb craftsmanship.

About Us

We’re seeking an experienced Customer Service & Warranty Coordinator with a background in volume home building and solid people management skills.

Reporting to the Maintenance and Quality Assurance Manager, you will be supported by our internal maintenance tradesman and external trades, responsible for the management of Warranty claim requests from our clients.

The days and hours of work are Monday to Friday, from 8.45am -5.00pm

Duties & Responsibilities

- Processing, organising and scheduling warranty claims
- Email management – responding to all requests in a timely manner
- Booking appointments and scheduling our internal Maintenance tradesmen and external trades for the upcoming week to ensure all warranty claims are completed in due time
- Using our internal scheduling software (Buildertrend) to keep track of all warranty claims
- Follow up with clients to confirm works are complete satisfactorily
- Keeping clients up to date with the progress of their claim
- Receiving inbound calls regarding maintenance requests and resolving issues in a timely and professional manner.
- Fielding of customer enquiries and escalating to the Service and Warranty Manager where necessary




- Provide a personalised and exceptional service to all clients, while following the Service and Warranty processes and procedures
- Attend regular maintenance meetings to advise the Maintenance and Quality Assurance Managerthestatus of all Warranty jobs.
- Act as a liaison between real-estate agents, insurance companies, clients and our internal team to ensure clear communication and resolution of issues.

Skills & Experience

The Successful Applicant will have the following

- Exceptional customer service, with strong interpersonal/communication skills, both verbal and written
- Strong organisational skills with the ability to prioritise and work to deadlines
- Experience in planning and scheduling of works
- Sound Knowledge of VBA guidelines and construction processes
- A Good understanding of construction & trades processes
- Strong attention to detail.
- Experience from within the residential construction industry or a similar role.
- Excellent verbal and written communication skills
- Passionate about building and construction.
- A positive and self-motivated attitude.
- Proficient with Microsoft office- Word, Excel and Outlook
- Works with honesty and Integrity

What we can offer you

- A great working culture in a supportive team environment
- State of the Art Office located in Keilor Park
- Supportiveleadership team that truly care about their people
- Quarterly Offsite team events
- A builder/developer that is growing and provides progression opportunities
- An organization that provides job security.
- The opportunity to learn how to invest in property.

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📌 Customer Care & Warranty Coordinator (Brim)
🏢 Pembrook Homes
📍 Brim