Customer Care Coordinator

Building & Construction Contracts Manager VIC Other Permanent / Full Time

8/6/2025

• Ensure that all customers have a positive experience in their dealings with Burbank.
• Apply exceptional customer skills to liaise between clients other Burbank departments from pre-site to completion.
• Ensure the preparation of all documentation and approvals required to start construction in a timely manner.

• Management of a portfolio of customers throughout the administration process to completion of construction.
• Building strong client relationships through replying promptly to phone calls, emails and written queries.
• Liaising with customers on a weekly basis ensuring the client is advised of the building process and timeframes.
• Discussing and proactively resolving any issues with clients.

• Co-ordinating the preparation of working drawings, engineering, energy rating, developer approvals and all relevant information required to proceed to contracts.
• Preparation of building contract ensuring all client requirements have been included in paperwork.
• Signing building contract with client and explaining all conditions of contract and ensure all contract conditions are met.
• Following up client’s finance and land settlement details.
• Co-ordinating file through building permit and water authority approvals and obtaining all consents.
• Co-ordinating file through estimating department to prepare purchase orders.
• Clarifying issues raised from other departments and raising necessary documentation i.e., variations regarding omitted information, discontinued items.
• Providing administrative support to the construction department
• Liaising with the construction department to clarify progress or issues raised by clients or other departments

• Collating all relevant information for internal and external parties
• Obtaining Occupation Certificates
• Preparing handover kits
• Coordinating the preparation of the final account

• Ensuring procedures and checklists are established and used for all functions and maintain full compliance with company standards.
• Ensuring work is being processed through the workflow in a timely manner.
• Recording all discussions and information in Burbank’s information management system and ensure up to date reporting of the job progress

• Ensuring procedures and checklists are established and used for all functions and maintain full compliance with company standards.
• Ensuring work is being processed through the workflow in a timely manner.
• Recording all discussions and information in Burbank’s information management system and ensure up to date reporting of the job progress.

• Contributing ideas and improve the efficiencies, effectiveness and productivity of the department and the organization as a whole.

• Good understanding of construction methods & implications with regards to client variation requests.
• Strong time management skills.
• Ability to work effectively as part of a team.
• Ability to meet deadlines and work under pressure.
• Proactive approach to problem solving.
• Strong customer focus.
• Minimum two years’ experience in Building Industry with strong administration background
• Ability to read and understand building contracts and drawings and explain to clients.
• Good knowledge of building terminology.
• Good understanding of site related issues and the ability to explain implications to client.
• Demonstrate proficiency of site related issues and the ability to explain implications to clients.
• Moderate Microsoft Word, Excel and Outlook computer skills.