Development - Customer Experience Manager

We are a leading Australian property group that own, operate and develop a fast-growing portfolio of Lifestyle communities (land lease communities) and holiday parks across key urban and coastal markets. We employ over 1300 people across 120 parks and communities, with offices in the 3 eastern seaboard states.

Here at Ingenia, you can enjoy working within an organisation that genuinely cares for its people and is committed to creating communities where our residents and visitors can truly belong.

About the Role

With a number of exciting projects and developments in the pipeline, our Development team is looking for a Customer Experience Manager to primarily support our over 55's Lifestyle Community in Natura. This opportunity will be site based & see you coordinating the handover and delivery process of new home settlements to ensure that all customers are provided with a seamless transition into the Community. This is an opportunity for an individual with administrative experience who has an interest in real estate sales and providing great customer experiences. 

Key Accountabilities

• Act as a key point of contact for the customer from contract exchange through to settlement and the completion of applicable warranty periods
• Actively drive positive relationships with external stakeholders including coordinating with our builders onsite to enhance external networks & ensure commercial outcomes for Ingenia
• Responsible for quality control inspections on completed new homes
• Manage and coordinate pre-settlement inspections, settlement and post-settlement maintenance procedures, including 90 day maintenance inspections
• Assist residents with all questions and reasonable requests in relation to the purchase of their new home
• Input all home maintenance and warranty related information, data, updates and/or issues into the CRM database
• Track and identify outstanding maintenance items against assigned projects
• Ensure that residents are informed of necessary dates, changes and information relating to their new home purchase, maintenance period or warranty
• Negotiate and resolve disputes in a professional manner
• Perform administrative duties as required
• Maintain professional conduct at all times, acting as an ambassador for Ingenia Communities

About You

• Strong computer literacy skills (MS Office, Outlook and Excel)
• Customer service oriented with strong interpersonal and presentation skills
• Strong attention to detail in defect management
• Highly presentable with the ability to communicate with a variety of stakeholders
• Strong organizational skills with a proven ability to work to deadlines
• Articulate and well spoken
• Proactive team player
• Confident and proficient at dealing with people
• High level of ethics and integrity in all dealings
• Attentive listener