Customer Care & Warranty Coordinator| Multi Unit Development

About Us

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.

We're seeking an experienced Customer Service & Warranty Coordinator with a background in volume home building and strong 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 qualified 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 setting
- 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 (Melbourne)
🏢 Pembrook Homes Pty.
📍 Melbourne