Client Care & Scheduling Lead (Warranty & Aftercare)

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

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.