Client Care Coordinator

Narellan Pools Group; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work (Fridays from home)

Company laptop and headset

Employee Assistance Program

Career growth opportunities

Job summary

Narellan Pools Group is seeking a skilled Client Care Scheduling Coordinator to optimise service and warranty bookings and ensure professional administration across the client care workflow.

You will coordinate technician and contractor schedules, maintain Zoho Desk records, liaise with franchisees and clients, and drive SLA-driven outcomes while supporting a hybrid work environment with Fridays from home.

Qualifications

• Minimum 3 years experience in Client Care scheduling.
• Experience resolving client issues and conflicts via phone and email.
• Strong communication, organisational and problem-solving skills.

Responsibilities

• Coordinate technician booking across the Client Care workflow with clear communications and updates.
• Provide timely, professional support to clients and Franchisees.
• Liaise with the Technical Services Manager for scheduling and internal/external support.
• Coordinate the schedule for Service Technicians and external contractors for service and warranty work.
• Assist the Client Services team to manage client complaints and service requests within SLAs.
• Maintain Client Care bookings email and Zoho Desk records.
• Provide weekly reporting on technician schedules.

Skills

Client scheduling

Stakeholder liaison

Communication

Organization

Problem-solving

Attention to detail

Tools

Zoho Desk

Zoho One

Job description

To optimise the quality, productivity, and success of our Narellan Pools after care service by providing efficient and professional administration and management of our client service and warranty department technician scheduling. We are so confident in our product we offer a lifetime guarantee; this role is key in bringing professionalism and support to our client aftercare. Liaise with our Narellan Pools Franchisees, internal team, external contractors, and our clients, to achieve positive outcomes for all client service and warranty requests.

Key responsibilities

• Coordinate the technician booking aspects of the Client Care workflow – including clear and comprehensive communications, systems updates, document management, and directing relevant internal team members, clients, and Franchisees in relation to service and warranty booking requests
• Provide timely, positive, and professional support to all clients and Franchisees
• Liaise with the Technical Services Manager for scheduling and internal/external technician support
• Coordinate the schedule for Service Technicians and external contractors to attend service and warranty job assessments and/or repairs
• Assist the Client Services team to manage all client complaint and service and warranty requests from request through to resolution, within the set SLAs and KPIs
• Write and prepare correspondence and communications to Narellan Pools clients, technicians, and Franchisees
• Ensure up to date and continuous management and maintenance of the Client Care "Bookings" email account and filing system
• Ensure up to date and continuous management and maintenance of the Zoho Desk platform to ensure it contains all relevant information relating to each service and warranty ticket
• Keep in regular communications with all relevant parties involved in each service and warranty request throughout the end-to-end booking workflow
• Provide comprehensive weekly reporting on the status of the technician schedules

About you

• A minimum of 3 years' experience in a similar Client Care scheduling role that includes liaising with both internal and external stakeholders
• Demonstrated experience in resolving client issues and influencing a positive outcome - including resolving conflicts via phone and email
• Demonstrated exceptional communication, organisational, and problem-solving skills
• Strong relationship building skills
• Outstanding organisational, written, and oral communication skills
• Focused and methodical – a high level of attention to detail with a relentless approach to getting things right
• Ability to multi-task with the capacity to thrive in a pressure environment
• Conflict resolution - the drive, experience, emotional intelligence, and diplomacy to deal effectively and respectfully with clients, franchisees, and other stakeholders
• Desired: relevant tertiary qualifications; Zoho One program usage experience

You will enjoy

• A supportive coaching environment
• Tools of trade including a company laptop, headsets and associated hardware
• Access to our Employee Assistance Program
• A hybrid environment, including every Friday work from home
• Opportunities for career growth

Join an established company with strong growth. Narellan Pools is part of the Latham Group, the largest pool manufacturer across North America, Australia and New Zealand.

If you do not meet all the listed experience we encourage you to apply if you are keen to learn and build on your existing foundation as we support growth and professional development.