Meet the team: Fiona Douglas

Fiona Douglas has been working at Webb & Brown-Neaves for over 12 years. Working as WB’s senior Client Liaison, customer service is second nature to Fiona, who started in an Accounts role at PACT Construction under the ABN Group in 2007.

Keeping in touch with the Group while travelling, Fiona returned to join Webb & Brown-Neaves as a Service Co-ordinator in February 2008, and hasn’t looked back.

“I am so grateful this opportunity came my way as I love what I do,” Fiona said. “I got my first role as Service Co-ordinator with no construction knowledge, but the amazing staff mentored and taught me everything I needed to know. I love where I work and the rewarding job I have.”

For Fiona, the best thing about working for Webb & Brown-Neaves is the culture. “We have amazing staff and suppliers who make my job enjoyable every day,” she said.

“We have such a great team environment and the information sharing and assistance we provide each other is so great to be a part of. I have made lifelong friends thanks to working for Webb & Brown-Neaves.

”Fiona will first appear in your building journey after the preconstruction phase, assisting clients as they begin their construction journey. “When a job is ready to start onsite we introduce ourselves to the clients and essentially take over from the Preconstruction Team,” she said. “Along with the Site Manager, we guide the clients through the Construction stage and assist with any queries that our clients may have along the way.”

Having a dedicated Client Liaison towards your build is helpful for the client throughout the building journey, as they keep track of all updates and information for the client from suppliers.

“We are the conduit between our clients and the suppliers and subcontractors. This helps make the journey as smooth as possible for the client, and achieve the best end result.”

“A client can leave any question or query with us and we will investigate and contact who we need to in order to provide a response as quickly and accurately as possible.”

Great customer service has become second nature to Fiona, who consistently goes above and beyond to ensure WB clients have an incredible building experience. “I love helping people. Whether it’s our clients, staff, or suppliers, I enjoy helping them get the result they are looking for.”

“I try to put myself in our clients’ shoes and provide them with all the information they would need in order to make informed choices and decisions about their dream home.”Fiona has helped countless clients over her years at Webb & Brown-Neaves, but one client that has resonated with her is MSWA.

“I have had the pleasure of giving many of our clients the keys to their dream home, but I think my favourite partnership would have to be with MSWA,” she said. “We have had the pleasure of building their MSWA Mega Home Lottery Houses since 2012 and I have been on the journey with them since the beginning.”

“They raise so much money to help support people living with neurological conditions and the hype around our homes from the general public is something I really enjoy.”

Fiona’s top tips for your building journey:

1. Be prepared for your pre-start appointment. Research the inclusions you want in your home; such as floor coverings, tap ware, solar/hot water units, pools, feature lighting, etc. The more solid decisions you have at the beginning will make the journey a lot smoother.

2. Think about what works for you in your current home and what you would love to improve. It might be better storage, more power-points, security screens, or two-way light switches. These things might seem minor at the beginning, but you will be glad you took the time to think of them as you move into your home.

3. Trust in your Site Manager – our Construction Team are experts at what they do and will endeavour to complete the build as quickly as possible but will never compromise on the quality of your home.

This blog post is the intellectual property of Webb & Brown-Neaves and is being used on this site solely as a representation of my work.