Client Relations & Administration Manager

Summary about this job

Detail information about job Client Relations & Administration Manager. Terms and conditions vacancy

• Development background is essential
• Melbourne CBD, fantastic culture
• Excellent work life balance,

Reporting into the Director, you will have 1 direct report (Team Administrator) and will oversee the sales administration and client relations across the business. You must have experience in development and be strong, resilient and able to diffuse difficult situations. You must also be able to make decisions, delegate work and mentor others. 

Key Areas of Responsibility:
Sales / Network Support
Client Relations
Reporting
Administration
Business Operations / Team Management

Essential Functions/Responsibilities:
Sales / Network Support
Network Event / Training Management
Oversee eDM Communication Schedules for Projects
Engagement of networks through calls / emails 
Coordinate Network Agents to book in events and training
Oversee recording of new Network Agents
Referral of Network Agents & sales to Project Sales Team
Referring investment purchasers to Property Management team
Client Relations
Establish effective methods to capture, organise and maintain customer information (ensure CRM is maintained)
Communicate with clients during construction to update clients on the progress, timeframes and settlement date
Ensure response to client relations email inbox, including, contract queries, dispute resolution items, colour selection queries, variation queries / requests etc.
Partner with Development in relation to special conditions, Variation Costs, Car park & storage, options & variations etc.
Monitor / manage online reviews and respond to negative reviews in a timely manner
Management of Settlement Process
o Pre- settlement inspection process, including the coordination of purchasers defects, presettlement & valuation inspections with clients
o Respond to customer queries during settlement period and actively communicate with customer
o Coordinate settlement handover process with clients and team
o Coordinate times with clients to view apartment & sign off on keys & handover packs
o Identify & manage Settlement Risks and escalation point for customer queries post settlement
o Liaise with Legal as required to clarify any customer queries pre-settlement and post-settlement
Partner with Post Completion Manager and be point of contact for any issues post settlement including defect reporting
Liaise with body corporate when required (i.e. Strata Plan)
Reporting
Prepare / Oversee Real Estate team reporting (including, Sales Administration Report, Project Sales Reporting, FIRB reporting etc.)
Month End Board Reporting (P&L – budgets vs actuals)
Fortnightly Operational Report out - Business Operations/Sales/Staff
Commission Reporting to Finance / Payroll
Revised Project Pricing and Incentive Review
Administration
Escalation point for any sales administration queries
Oversee administrative support to Established Sales & Advocacy
Liaising with external suppliers and contractors
Oversee efficient filing systems for Real Estate team
Assisting with Salesforce project tasks (e.g. loading price lists and floor plans)
Contract administration
Oversee commissions Unconditional Audit Process and sign off
Approving Purchase Orders
All other duties as reasonably directed
Business Operations / Team Management
Preparation and approval of commission payments
Training new sales staff on admin processes and updating sales staff when required
Lead team administrator and undertake reviewse
Performance Management processes
Oversee and manage the Corporate and Project Sales Budgets
Partner with leaders as required (i.e. General Counsel, Marketing Manager etc.)

For further information on this and other opportunities within Real Estate please contact Liz Mitchell on 03 8535 3100 / 0410 559 652 or click apply. Please note, only short listed candidates will be contacted and your application will be treated as strictly confidential.