We are seeking a highly organized and proactive Operations & Support Coordinator to manage the critical day-to-day functions of our back-office and client-facing communications. This role is the "engine room" of our operations, ensuring that staffing is s
Key Responsibilities
1. Back-Office & Workforce Management
• Roster Administration: Creating, maintaining, and optimizing staff rosters to ensure full coverage.
• Attendance Monitoring: Tracking user clock-in/clock-out data and following up on discrepancies.
• User Onboarding: Managing the administrative process for new team members.
• Data Management: Accurate entry and maintenance of backend databases and incident report management.
2. Team Coordination & Communication
• Staff Liaison: Sending shift reminders and ensuring the team is informed of operational updates.
• Incident Response: Taking the lead on calls during critical scenarios, using quick thinking to resolve issues effectively.
• Internal Support: Acting as a central point of contact for team-related inquiries.
3. Client Relations
• Inquiry Management: Responding to client queries promptly and professionally via phone and email.
• Service Feedback: Proactively following up with clients to gather feedback and ensure service satisfaction.
• Escalation Handling: Managing service support requests and ensuring high standards of customer care.
Requirements & Qualifications
• Linguistic Excellence: High-level proficiency in English (both written and verbal) is mandatory.
• Cultural Context: A strong understanding of the Australian accent and colloquialisms is essential for effective communication with local clients and team members.
• Critical Thinking: The ability to remain calm and logical when handling incident reports or urgent client scenarios.
• Technical Literacy: Proficient in Microsoft Excel, email management, and general data entry. Maintain customer records and daily reports accurately.
• Operational Flexibility: Must be comfortable working on a rotating shift basis, including day and night shifts.
• Soft Skills: Exceptional interpersonal skills with the ability to work independently without constant supervision.
• Support day-to-day communication between clients and internal teams.
Why Join Us?
This is a pivotal role where your contribution directly impacts our service delivery. If you are a detail-oriented professional who thrives in a fast-paced environment and enjoys a mix of administrative precision and active communication, we would love to hear from you.
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