Covenants Customer Specialist


This is a fantastic, 12 month fixed term opportunity to demonstrate your exceptional customer service skills and building process knowledge! This position is part of the Customer team in the Perth office. Supporting our Customer Crusade, we are looking to build and sustain a supportive, collaborative culture, where any of the team members can pick up a customer service enquiry and handle it to the best of their ability to drive an exceptional experience. While specialisation in Covenants and home design is the priority function, the successful candidate will embrace responsibility for pitching in whenever needed, as volumes dictate, with a wide variety of inbound customer service enquiries.

As the main point of contact for all builders for house design queries and approvals, your duties will include:

  • Review and decision house designs/plans; communicate customers/builders of either a) approvals with congratulations or b) declines with clear and easy to understand rationale
  • Work closely with development managers to compose, produce and keep design guidelines up to date and reflective of builder feedback; ensure guidelines are simple to understand for end customers
  • Manage customer and builder enquiries coming through to the Design email inbox; communicating clearly how the approval process works, what Stockland is responsible for vs. Council, guideline interpretation, etc.
  • Meeting with builders regularly to clarify interpretations of design guidelines, obtain feedback, and proactively decrease the decline rate
  • Recommending and managing proven tactics and processes to encourage customers to keep community standards high (e.g. landscaping bonds and refunds)
  • Assist Customer Relations with variety of customer service cases. Monitor Salesforce queues and take ownership without being asked/reminded, building a reputation as a reliable team player who enjoys working in a team to deliver exceptional customer service
  • Spend time on site observing quality of community and providing regular communications and tips to customers to encourage high standard of community quality
  • Internally report on and communicate approval / decline rate, and insights/trends coming from review of house plans (style, # of bedrooms, one/two storeys, etc.) to inform future community planning
  • Input into improvements to our builder and customer experience (e.g. clear communications, usability of the online Builder Portal to submit plans)

About you – you’ll have:

  • Relevant industry experience with a residential development or home builder business
  • Experience reading building plans and comparing to guidelines
  • Demonstrated ability to manage systems, workflow and data in a timely manner
  • Proven organizational and time management skills
  • Track record of working with external stakeholders and managing relationships within a collaborative team environment
  • Background in Customer Service or Sales for customer-orientation

Skills you’ll bring to the role:

  • Experience using Salesforce (e.g. case management) helpful
  • Customer focused – able to think from customer (and builder) point of view
  • Keen attention to detail, including proofreading skills
  • Flexible – happy to take on a myriad of customer tasks, support other Customer team members, and deliver great experiences together
  • Decisive – coming with a point of view based on insights and recommendation with options
  • Influential – collaborating successfully with Stockland staff at all levels; team player; leading with customer insights to make case for positive change
  • Simplifying the complex – taking property based communications and putting into simple to understand customer language
  • Contribute to the creation of a high performing and collaborative team environment based on trust
  • Comfortable presenting to and influencing senior management

Why Stockland

At Stockland we are a community delivering outcomes that benefit the community at large. We work collaboratively and inclusively, building strong working relationships. Our portfolio is diverse and so are the opportunities for professional and career development. We are committed to providing our people with broad experiences to build a successful career. We recognise the importance of flexibility and work life-quality and over 80% of our employees have informal or formal flexible work arrangements. Additionally, Stockland has a strong commitment to achieving the best outcomes through an inclusive and collaborative culture. Our customers come from diverse backgrounds and we want our teams to reflect this. We offer competitive remuneration and benefits. Benefits include free to access or subsidised lifestyle, health, well-being and financial services products.

Due to the permanent nature of this role, we can only accept applications from Australian Citizens, Permanent Residents or Open Work Visa holders with more than 12 months validity from their role start date

Unsolicited CV’s

Agencies should note that unsolicited resumes will not be accepted for this position and Stockland will not pay any fees related to resumes that are submitted directly to hiring managers and not through our approved process. Where appropriate, the Careers @ Stockland Team will work with our preferred panel of agencies to source candidates for roles.

 


This is a fantastic, 12 month fixed term opportunity to demonstrate your exceptional customer service skills and building process knowledge! This position is part of the Customer team in the Perth office. Supporting our Customer Crusade, we are looking to build and sustain a supportive, collaborative culture, where any of the team members can pick up a customer service enquiry and handle it to the best of their ability to drive an exceptional experience. While specialisation in Covenants and home design is the priority function, the successful candidate will embrace responsibility for pitching in whenever needed, as volumes dictate, with a wide variety of inbound customer service enquiries.

As the main point of contact for all builders for house design queries and approvals, your duties will include:

  • Review and decision house designs/plans; communicate customers/builders of either a) approvals with congratulations or b) declines with clear and easy to understand rationale
  • Work closely with development managers to compose, produce and keep design guidelines up to date and reflective of builder feedback; ensure guidelines are simple to understand for end customers
  • Manage customer and builder enquiries coming through to the Design email inbox; communicating clearly how the approval process works, what Stockland is responsible for vs. Council, guideline interpretation, etc.
  • Meeting with builders regularly to clarify interpretations of design guidelines, obtain feedback, and proactively decrease the decline rate
  • Recommending and managing proven tactics and processes to encourage customers to keep community standards high (e.g. landscaping bonds and refunds)
  • Assist Customer Relations with variety of customer service cases. Monitor Salesforce queues and take ownership without being asked/reminded, building a reputation as a reliable team player who enjoys working in a team to deliver exceptional customer service
  • Spend time on site observing quality of community and providing regular communications and tips to customers to encourage high standard of community quality
  • Internally report on and communicate approval / decline rate, and insights/trends coming from review of house plans (style, # of bedrooms, one/two storeys, etc.) to inform future community planning
  • Input into improvements to our builder and customer experience (e.g. clear communications, usability of the online Builder Portal to submit plans)

About you – you’ll have:

  • Relevant industry experience with a residential development or home builder business
  • Experience reading building plans and comparing to guidelines
  • Demonstrated ability to manage systems, workflow and data in a timely manner
  • Proven organizational and time management skills
  • Track record of working with external stakeholders and managing relationships within a collaborative team environment
  • Background in Customer Service or Sales for customer-orientation

Skills you’ll bring to the role:

  • Experience using Salesforce (e.g. case management) helpful
  • Customer focused – able to think from customer (and builder) point of view
  • Keen attention to detail, including proofreading skills
  • Flexible – happy to take on a myriad of customer tasks, support other Customer team members, and deliver great experiences together
  • Decisive – coming with a point of view based on insights and recommendation with options
  • Influential – collaborating successfully with Stockland staff at all levels; team player; leading with customer insights to make case for positive change
  • Simplifying the complex – taking property based communications and putting into simple to understand customer language
  • Contribute to the creation of a high performing and collaborative team environment based on trust
  • Comfortable presenting to and influencing senior management

Why Stockland

At Stockland we are a community delivering outcomes that benefit the community at large. We work collaboratively and inclusively, building strong working relationships. Our portfolio is diverse and so are the opportunities for professional and career development. We are committed to providing our people with broad experiences to build a successful career. We recognise the importance of flexibility and work life-quality and over 80% of our employees have informal or formal flexible work arrangements. Additionally, Stockland has a strong commitment to achieving the best outcomes through an inclusive and collaborative culture. Our customers come from diverse backgrounds and we want our teams to reflect this. We offer competitive remuneration and benefits. Benefits include free to access or subsidised lifestyle, health, well-being and financial services products.

Due to the permanent nature of this role, we can only accept applications from Australian Citizens, Permanent Residents or Open Work Visa holders with more than 12 months validity from their role start date

Unsolicited CV’s

Agencies should note that unsolicited resumes will not be accepted for this position and Stockland will not pay any fees related to resumes that are submitted directly to hiring managers and not through our approved process. Where appropriate, the Careers @ Stockland Team will work with our preferred panel of agencies to source candidates for roles.

 

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