Service and Warranty Manager

The MJH Group (incorporating the iconic McDonald Jones Homes and MOJO Homes brands) is not just in the new home building industry; we are in the business of delivering an unbeatable customer experience from beginning to end. From architecturally designed new homes to finance options, from multi-residential projects to investment properties, the MJH Group has grown and evolved to offer a range of building services which cater to diverse needs, goals and budgets. We strive to set the benchmark in the new home building industry while ensuring that our people, both customers and staff, are at the centre of everything we do along the way.

We are proud to belong to the NEX Building Group, a diverse and expanding organisation with over 1300 passionate employees whose purpose is to build beautiful homes for Australians. Established in 1987 and continuing to evolve both organically and through acquisition, we are well positioned for growth and committed to achieving our vision of being Australia's leading home builder.

Building new homes and better futures for Australians is a true honour and so rewarding. Here are some other rewards and benefits we offer our employees.

Our perks and benefits
We believe that our employee community is a key strength of our organisation, and we aim to attract the best talent to achieve our strategic goal of being Australia's leading residential builder and employer of choice in our sector. We are committed to taking care of our employees, that's why we offer a bundle of benefits:

• Discount on building a home with any of our building brands (after qualifying period)
• Income protection insurance- 100% funded by NEX. Covers up to 2 years at 75% of base salary in case of illness or injury
• Purchased leave - opportunity to apply for up to 2 weeks extra leave each year
• Paid Parental leave - 12 weeks for the primary carer and 4 weeks for secondary carer (we're proud to be industry leading with this benefit!)
• Employee discounts on gym memberships (Fitness Passport), motor vehicles (Mitsubishi), home appliances, energy, health insurance and more
• AIA Vitality health and wellbeing program
• A genuine focus on diversity and inclusion (we're proud of our Women in Construction Program and annual Building Inclusivity Awards)
• Employee assistance program to support your mental, financial and physical wellbeing
• A huge catalogue of online learning and ongoing professional development programs
• NAWIC and HIA corporate membership
• Attractive remuneration
• And so much more!

About the opportunity
We're looking for an experienced Service & Warranty Manager to lead our Service & Warranty Team, ensuring homeowners receive a seamless experience throughout the post-handover, defect and warranty periods while maintaining strong operational outcomes and contractual compliance.

More specifically, you will:

• Lead, mentor and develop a team of Handover Supervisors and Servicepersons across the Sydney region, fostering a high-performance and customer-centric culture.
• Manage the maintenance workflows, ensuring inspections, repairs and sign-offs are completed within required timeframes.
• Monitor maintenance job performance, budgets and outcomes against key service, quality and customer satisfaction KPIs.
• Oversee post-practical completion activities to ensure contractual and business obligations are met.
• Ensure prompt, professional and effective resolution of escalated service requests, disputes, defects and warranty matters.
• Build and maintain strong relationships with trades, suppliers, subcontractors and internal construction teams to ensure service expectations are consistently met.
• Conduct regular one-on-one meetings, providing coaching, feedback, development opportunities and clear performance objectives for team members.

About you
You will share a passion for our purpose to be Australia's number one residential builder and be aligned to our core values. In addition, you will demonstrate:

• Proven leadership experience within residential construction industry
• Strong knowledge of residential construction practices, building standards, codes and industry tolerances, with the ability to confidently assess and resolve warranty and defect matters.
• Strong people management skills with the ability to coach, motivate and hold teams accountable for results.
• Demonstrated experience managing customer escalations and resolving complex issues with professionalism and empathy.
• Excellent organisational and planning capabilities, with the ability to manage competing priorities and optimise resources.
• Strong stakeholder management skills, with the ability to build productive relationships across customers, trades, suppliers and internal teams.
• A solutions-focused mindset, exceptional communication skills and a commitment to delivering outstanding customer experiences.

We are keen to improve female (and other marginalised groups) representation in our workplaces. If this role appeals to you but you don't feel you tick every box, we encourage you to still apply. We'd love to have a chat with you about your career goals.

Interested?
The appointment of successful applicants will be subject to satisfactory employment screening and depending on the inherent requirements of the role, may involve the completion of a National Police Check and a pre-employment medical.

Apply today!
If you are determined to make a difference and want to join an innovative and inclusive organisation committed to building better futures, click on the APPLY button (you may be directed to our careers portal which we have kept very quick and simple. Be sure to click submit once you have completed your application). To find out more about NEX Building Group go to NEX Building Group or follow us on LinkedIn

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. NEX Building Group and its brands are not responsible for any fees related to unsolicited resumes.