Provide direct operational & technical support to the Regional Service Centre Manager (RSCM).Provide a high level of customer service to consumers, internal clients, stakeholders and industry groups; and where appropriate provide relevant & timely feedback in response to industry & customer inquiries. This may include face to face meetings, contact with customers by phone, email and in person, and the provision of service and support at the regional office front counter.Manage, and or where necessary deal with complex or sensitive cases. Including but not limited to:a. Disputes (defective building work & Early Dispute Resolution - EDR);b. Claims Management;c. Compliance;d. Regulatory Services (Licensing etc.)Lead, support & provide operational direction to team. This will include:a. Closing feedback loop in relation to ongoing operational performance of the team;b. Monitoring & reporting on team performance in line with the company charter and various other KPIs and business performance metrics;c. Access & identify gaps in operational performance & knowledge, and report to the RSCM.Act as the last point of escalation before the RSCM for all operational matters deemed to be complex or sensitive, or as a result of a direct customer escalation request.Candidate AttributesThe ideal candidate will have:Substantial knowledge of building and construction industry and ability to apply this to matters whilst operating, applying and comprehending contemporary building standards, practices, legislation and codes.High level, operational guidance and resource management skills supported by a record of achievement in delivering high quality performance outcomes.How to applyPlease submit:Your resume and include the names and contact details of two referees who have a thorough knowledge of your work performance and conduct, it is preferable to include your current and previous supervisor.A cover letter (maximum of two pages) telling us why you are interested in this role and how your skills, knowledge and experience complement this role. This should not be a repeat of your resume but rather your opportunity to tell us how you meet the required competencies.Unsolicited resumes from recruitment agencies will not be accepted.
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