Client Care & Pre-Construction Manager (Remote, Full-Time)

Client Care and Communication

• Maintain regular contact with assigned clients throughout the construction process, ensuring that each client is contacted at least fortnightly.
• Provide clients with clear and timely progress updates.
• Address client concerns, provide reassurance and communicate any actions required from them.
• Escalate significant concerns, risks or delays to the Operations Manager.
• Support a smooth and timely handover process once construction is complete.
• Collect and document client feedback throughout the build process.
• Obtain client testimonials and Google reviews.
• Identify service gaps and use client feedback to improve the overall client experience.
• Provide administrative support to the broader Client Care team.

Builder and Stakeholder Coordination

• Assist the administration team in obtaining weekly construction updates from builders across active projects.
• Develop and maintain positive working relationships with builders, developers and other key contacts.
• Follow up promptly regarding outstanding documentation, responses and project updates.
• Liaise with mortgage brokers, solicitors, builders, developers, property managers and other third-party providers.
• Monitor referral progress and maintain effective communication between all stakeholders.
• Proactively identify workflow bottlenecks and address them before they negatively affect clients.

Pre-Construction Client Support

• Engage with clients following their Intention to Invest to maintain motivation and guide them through the next steps.
• Conduct structured client reviews to identify roadblocks and ensure clients remain on track.
• Respond promptly and professionally to client enquiries during the pre-finance and pre-construction stages.
• Complete weekly or fortnightly client check-in calls, depending on the project’s requirements.
• Communicate key changes, delays and required actions clearly to clients and internal teams.

Contract Administration

• Cross-check contracts and supporting documentation against the relevant Property Pack.
• Contact clients when contracts have been issued and explain the signing process where required.
• Monitor contract returns and follow up with clients or stakeholders to secure signatures within the required timeframe.
• Liaise with builders, developers, sales representatives and internal teams to ensure documents are accurate, signed and submitted on time.
• Identify and assist in resolving contract discrepancies, questions or delays.
• Involve the Sales team where additional client objection handling is required.

Finance, Legal and Deposit Coordination

• Liaise with mortgage brokers to obtain finance updates and accurate timelines.
• Coordinate with solicitors regarding contract extensions or legal matters affecting client progress.
• Track outstanding initial deposit payments and send payment instructions where required.
• Work with the Sales and Finance teams to ensure deposits are paid and recorded correctly.
• Ensure receipts and supporting records are saved in Google Drive and distributed to relevant stakeholders.
• Support client communication following finance approval and explain the next steps in the process.

Valuations, Registration and Title Tracking

• Monitor contracts and sales to determine when property valuations are required.
• Liaise with builders and developers to arrange valuation access.
• Provide brokers with the information and contact details required for valuations to proceed.
• Record valuation information accurately within Zoho.
• Monitor anticipated registration dates for estates and projects.
• Obtain regular title updates from developers.
• Communicate registration changes or delays to clients and internal stakeholders.
• Maintain accurate CRM records and internal trackers.

Team Support and Quality Control

• Support and guide offshore administration and Client Care team members.
• Help prioritise tasks, answer questions and assist with builder calls or administrative duties when required.
• Conduct regular quality checks on client communication and file documentation.
• Encourage a collaborative team culture centred on ownership, accountability and service excellence.
• Ensure tasks, correspondence and file updates are accurately recorded in Zoho and other internal systems.
• Monitor adherence to standard operating procedures and assist with updating processes or training documentation.
• Identify opportunities to improve workflows and operational efficiency.
• Collaborate with the Sales, Client Care, Stock, Marketing and Finance teams.
• Move flexibly between Client Care and Pre-Construction responsibilities to assist with absences, urgent client needs and periods of increased workload.
• Assist with data collection for internal meetings and departmental projects.