The Client Care Manager is pivotal to the running the client care department.
They are to enhance overall customer and end user experience for all Binah buildings and that clients, owners, developers and strata managers correspondences are responded to appropriately and effectively.
They will also be responsible for customer management, reporting, and the defect process, ensuring clients are adequately responded to and that their concerns are managed appropriately and effectively.
Main duties and responsibilities
Client Care Department
Oversee and manage the client care department, managing budgets, defects rectifications, warranty and defects liability periods.
Oversee supervisors used to coordinate sub-contractors work
Ensure proper function of department to uphold reputation of company;
Manage owners and client expectations concerning completed buildings;
Liase with Building and strata managers on behalf of owners for the rectification of sub-contractor defects;
Post Construction Management
Management of buildings during defects liability period, 2- & 6-year warranty period
Provide solutions to high level and complex defects
Technical knowledge and ability to reference to BCA and Australian standards to provide return reports for defects.
Project management through planning of rectification process in occupied and live environments;
Navigating and managing various defects lists, Consultants inspection lists, Annual fire safety statements, fair trading and work rectification orders.
Legal
Liaise with external legal entity and manage legal proceedings relating to post construction projects
Become a part of legal strategy when dealing with Clients, owners and subcontractors
Contracts
Manage subcontractors with the team to ensure defects are completed properly and within time frame requirements
Review of sub-contract requirements and scope of works for the release of retentions and administering back charges
Review and understand head contract requirements particularly in relation to Defects Liability periods and retained securities.
Finance
Managing department budget to maximise cost recoveries
Obtaining Retentions, securities and Bank Guarantees from Clients
Managing and releasing retentions to subcontractors
Managing and administering back charges to subcontractors
Construction Quality Assurance
Undertake inspections on current projects to ensure quality is maintained for completion of works




Ensure defects raised through inspections are administered to the project teams for close out.
Commissioning and handover of buildings from project to client care team.
Work with Quality and Innovation manager on correct design and detailing for new projects
End User Customer service
Ensure customer interaction is positive and fulfilling
Engagement with customers during settlement, 90 day period and throughout warranty period
Undertake and arrange inspections with owners
Create and maintain customer profiles on IMS
Create and maintain Binah client care app
Arrangement of gifts and packages to owners
Engage with building and strata managers as point of contact
Attend Strata meetings
Obtain testimonials and positive reviews from owners and strata managers.
Support, facilitate and resolve client requirements
Reporting
Create and maintain a status dashboard across all Binah completed projects
Produce and present monthly department reports to management team of works in progress, key concerns and risks, resources and budgeting
Administration
Establish, Monitor and maintain safety and quality systems within the department
Administer defects process from end to end, & maintain IMS.
Using accounting software (Jobpac and Payapps) for approval of subcontractor payments and retention releases
Performing data entry and producing reports;
Monitoring payments, project costs and preparing invoices and purchase orders;
Monitoring Maintaining records of inventory and equipment;
Using software to manage staff rosters, tracking and processing timesheets, leave and travel requirements;
Support, facilitate and resolve client requirements.
Support to improve defects reporting and quality system systems and procedures on all projects
The above list is not exhaustive, and the role may change to meet the overall objectives of the company.
Other Duties
Adhere to the company's Code of Ethics and business plan strategies.
Adhere to all legislative requirements in relation to anti- discrimination, WHS, environmental and industrial relations management.




Establish and maintain strong team and client relationships from project to project.
Contribute positively to your working workplace, your role and to the company as a whole and participate in extracurricular activities
Fulfil other duties as required by management and other department personnel as requested/required.
Qualifications
Engineering Graduate (preferable)
Understanding of construction processes and methodologies
Experience
Relevant industry experience.
Demonstrated experience with construction software.
Data entry, reporting and experience in the use of construction
integrated management systems
Experience in remedial and post construction works preferable
Knowledge
Knowledge of relevant systems and administrative procedures
Knowledge of customer service principles and practices
Demonstrated proficiency with Microsoft Office Suite and programs
High level communication skills, both written and oral and ability to adapt your communication dependent on the audience.
Demonstrated ability to influence at all levels to improve HSEQ outcomes and organisational culture
Demonstrated ability to manage conflict
Demonstrated ability to act with discretion and maintain confidentiality at all times.
Demonstrated ability to be client service orientated with good customer service skills
Exceptional time management skills
Demonstrated ability to forward plan
Professional personal presentation
Ability to act with discretion and treat confidential information appropriately.
Self-motivated and driven and be able to prioritise and handle multiple tasks at the same time
Personal Attributes
Be diligent and professional.
High care factor
Presents well and ability to Present to groups;
Is ready to take on new challenges and is willing to learn.
Has a great work ethic.
Can adjust to change.
Will be a role model and one who leads by example.
Is a team player.
Is honest and acts with integrity
Other
Clean Driving Licence (desirable);
Experience in Viewpoint, Procore or similar (desirable)
Must have the ability to be trained to use construction software to its full extent.
This job description serves to illustrate the scope and responsibilities of the post and is not intended to be an exhaustive list of duties.
You will be expected to perform other job-related tasks requested by management and as necessitated by the development of this role and the development of the business.
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📌 Client Care Manager (New South Wales)
🏢 Binah Group
📍 New South Wales