Client Liaison Manager

Building Consent Approvals Ltd

Christchurch
Permanent
28 April 2025
28 May 2025
Hayley Stewart

Who are we?

Building Consent Approvals is the first Accredited truly Independent nationwide Building Consent Authority for New Zealand. We have been working closely with MBIE to finalise our Registration approval. As we move closer to our Go Live, we have many significant roles that we are looking to fulfil with the best from our industry. 

We will be the first high performing Independent BCA with a focus on delivering exacting services to meet our client’s needs. Every aspect of our business is focused on delivering solution based outcomes for our clients.

We have defined our scope of Accreditation to ensure we can deliver low risk, cost effective and efficient consenting services to our clients, limited (at present) to residential buildings.

We have listened to what our clients require from a high performing BCA. They have asked for customer focused, consistent, timely, reliable, cost-efficient building control services. To ensure their expectations are met or exceeded, we have defined specific KPI’s for every aspect of the business.

To ensure we can meet our client’s needs, we have a strong commitment to ensuring we have a highly engaged, high performing fun and supportive team. Our team are our assets, and we will ensure our team are well supported and respected.

Purpose of your Role

You will play a crucial role for the business because you will be the single point of contact between our clients and our Management Team.

You will ensure BC Approvals has clear and concise understanding of our client’s needs including their forward workload plan and expectations.

You will facilitate detailed communication and reporting to our Client’s as well as our Management Team to ensure we meet our contracted obligations and meet our KPI’s.

You will facilitate initiates to drive efficient and effective service delivery for our clients.

We need a strategic thinker with excellent client management and communication skills, who also has an understanding of the Building and Compliance industry.

You will ensure smooth project delivery and high client satisfaction, acting as the primary problem point of contact for our clients and key liaison between them and our delivery team.

Key Responsibilities

  • Client Engagement: Direct engagement with clients to deeply understand their needs, building strong, lasting relationships.
  • Project Coordination: Working with our client, stakeholders, other professionals, builders, regulators and sub-trade specialists to ensure coordination of project requirements.
  • Project Delivery: Work adaptively to ensure project tasks are assigned and delivered on time and meet client expectations.
  • Professional Development: Proactively involved across the Building and Compliance industry to keep your knowledge fresh and applicable.

Who You Are

  • You must have a strong professional work ethic and skillset. You will need to be proficient in reading technical documents and writing clear, concise communication.
  • You must possess excellent communication and interpersonal skills.
  • You must be capable of working autonomously and managing multiple tasks and projects simultaneously.
  • Experience in project management and coordination for large construction projects may be considered an advantage.
  • Experience in the construction or building compliance industry with a keen understanding of construction and other associated industry may be considered an advantage.
  • Excellent administration skills
  • At least two years’ experience in a related/similar role.
  • Demonstrated experience leading a high performing team.
  • Working knowledge of Building Act and Local Government Legislation.
  • Demonstrated experience in delivering exceptional client service.
  • Experience in building and managing teams, including influencing cultural change.
  • Accuracy and an eye for detail.
  • The ability to effectively manage difficult situations and challenging clients.
  • The ability to optimise workflow and prioritise workloads.

Strategy and Leadership

  • Ensure Building Consent Approvals consistently works collaboratively with clients to deliver operational and strategic outputs.
  • Identify emerging issues and resolve them at the earliest opportunity. Escalate issues to the Building Control Manager that are identified as a risk to the business.
  • Utilise risk management as a tool for collaborative decision-making.
  • Support a culture of high engagement, with staff motivated and enabled to achieve individual, team and organisational goals.
  • Role model the company’s shared vision and values and ensure your team consistently demonstrate these.
  • Ensure your team members have the necessary tools and resources to achieve business objectives, priorities and outputs.
  • Support inclusion and collaboration to ensure that Building Consent Approvals responds to stakeholder needs in a timely, reliable and transparent manner.

Client Experience

  • Actively incorporate and support a client-centric culture of excellence.
  • Work collaboratively across the team to ensure that decisions are made with the client at the centre of the decision-making.
  • Support your team to deliver an exceptional client-centric end-to-end process for our people, contracted services, and contractors.
  • Support client enquiries, complaints and compliments, ensuring issues are escalated as and when required.
  • Work collectively across Building Consent Approvals to manage and resolve any client complaints, and/or escalate where necessary to manage and mitigate business risk.

Health, Safety and Wellbeing

  • You will actively promote a culture of well-being across Building Consent Approvals.
  • Support a safe work environment that celebrates safe work practices and creates an environment where it is safe to challenge.

Focus on Results

  • Takes calculated risks, when appropriate, to achieve a significant outcome, delivering long-term benefits to Building Consent Approvals.
  • Supports opportunities and advocate for Building Consent Approvals to be the top-performing Independent Building Consent Authority.
  • Challenges status quo to deliver agreed organisational outcomes.
  • Promote an overall improvement and results focus that meets client needs.

People, Culture, and Capability

  • Support the delivery of exceptional business results. You will act as a role model, coach, and mentor to other team members.
  • Support constructive, balanced and timely feedback to your team to build team members' confidence, competence, and capability.
  • Actively contribute to developing a people-centric, agile, innovative culture of continuous improvement where our people have the confidence to respectfully challenge.
  • You are approachable and will encourage, value and openly acknowledge the expertise and contribution of others.
  • You will support the teams’ growth and development by delegating critical tasks to team members in a consultative and engaging way; you will set clear expectations to ensure the achievement of KPIs.

Quality Assurance

  • You will constantly look for new and innovative ways to improve Building Consent Approvals ways of working to deliver exceptional service to the client and the industry.
  • Support the Building Control Manager in the compliance and management of policies, procedures and supporting documentation to meet Regulation requirements as defined in the BCA Quality Manual and Quality Control Framework.  

Stakeholder Engagement and Management

  • Develop and maintain sound working relationships, networks and partnerships with key clients.
  • Represent Building Consent Approvals as required, in external situations as appropriate or as requested by the Building Support Manager.

Note: Applicant must have a legal right to work in NZ


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