CLIENT EXPERIENCE & OPERATIONS COORDINATOR

Element Business & Accounting Solutions Pty Ltd; Gold Coast City; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

9-day fortnight

Birthday Leave

Job summary

Element Business & Accounting Solutions Pty Ltd is seeking a Client Experience & Operations Coordinator to act as the central connection between clients, the team, and daily practice operations. This role sits at the air-traffic-control level of client experience, driving non-technical admin and automation to support smoother accounting journeys.

You will respond to inquiries, determine needs, direct requests to the right people, and ensure follow-through.

Qualifications

• Experience in similar Client Administration/Practice Coordination role.
• Strong attention to detail and ability to manage competing deadlines and follow-ups.
• Confident written and verbal communication and genuine enjoyment dealing with clients.
• Comfort with technology and AI-enabled tools, curiosity about automation to remove repetitive work.
• Understanding that great client service also means keeping work moving, following up promptly and helping the practice operate efficiently.

Responsibilities

• Coordinate proposals and client onboarding, follow up signatures and information, and assist with ATO/ASIC administration.
• Coordinate the monthly billing process by gathering billing information from the team, identifying work ready to bill, preparing billing summaries and ensuring billing actions are followed through.
• Maintain visibility over client work, outstanding information and key deadlines, and proactively following up clients and team members where something is holding up progress.
• Notice where processes could work better and use technology/automation to work smarter.

Skills

Client administration

Attention to detail

Written communication

Verbal communication

Tech-savvy

Automation curiosity

Tools

FYI

XPM

Ignition

FuseSign

Microsoft 365

Job description

CLIENT EXPERIENCE & OPERATIONS COORDINATOR

Element Business & Accounting Solutions Pty Ltd – Southport QLD

Are you the person who naturally keeps everything moving?
You notice the email that still needs a response. You remember the document a client hasn't returned. You pre-emptively deal with something before it becomes a problem.

You genuinely enjoy helping people, and you're equally comfortable following up, asking questions and keeping things on track.

Element Business & Accounting Solutions is looking for a Client Experience & Operations Coordinator to become a central point of connection between our clients, our team and the day-to-day running of our practice.

This isn't a traditional administration position. Think of it more as the air-traffic controller of the client experience — knowing what's happening, what needs to happen next and who needs to be involved.

Why This Role Matters.

We want our clients to trust that ‘we've got this’. That we take care of the details, communicate well and make it easy to move through the accounting journey - never having to chase or wonder about progress.

Behind the scenes, we are increasingly using technology and automation to take care of repetitive work. This means our people have more time for what technology can't replace — genuine human connection. That's where you come in, owning the non-technical client and practice administration to help make that possible.

You'll be one of the first points of contact for clients — responding to enquiries, understanding what they need, directing requests to the right person and following things through rather than simply passing them on.

You'll also:

• coordinate proposals and client onboarding, follow up signatures and information, and assist with ATO/ASIC administration;
• coordinate the monthly billing process by gathering billing information from the team, identifying work ready to bill, preparing billing summaries and ensuring billing actions are followed through;
• maintain visibility over client work, outstanding information and key deadlines, and proactively following up clients and team members where something is holding up progress.

And because we don't believe “that’s how we’ve always done it” is particularly compelling, you'll be encouraged to notice where processes could work better and use technology/automation to work smarter.

About You.

Ideally, you've worked in an accounting practice or similar professional services environment, so you understand the rhythm of client work, recurring deadlines and the importance of getting the details right.

You’re organised, proactive and have good judgement. You're warm and approachable with clients and aren’t afraid to pick up the phone, follow something up or have a slightly uncomfortable conversation when something needs resolving.

You'll bring:

• Experience in similar Client Administration/Practice Coordination role
• Strong attention to detail and the ability to manage competing deadlines and follow-ups
• Confident written and verbal communication and genuine enjoyment dealing with clients
• Comfort with technology and AI-enabled tools, with a natural curiosity about how systems, automation and better processes can remove repetitive work.
• An understanding that great client service also means keeping work moving, following up promptly and helping the practice operate efficiently.

Experience with FYI, XPM, Ignition, FuseSign, Microsoft 365 and ATO/ASIC processes would be valuable, but we don't expect you to arrive knowing everything.

What matters is that you take pride in your work, are curious and capable of learning quickly.

How We Work.

Four words will tell you quite a lot about Element: Collaboration. Courage. Curiosity. Celebration.

We help each other. We ask questions. We raise things rather than letting them become problems. We look for better ways of working — and we celebrate progress.

You’ll be given autonomy and trust. This won't suit someone who wants to wait for a list of instructions each morning. It will suit someone who enjoys understanding the bigger picture, taking ownership and getting it done.

A Role You Can Make Your Own.

We’re open to full-time or part-time arrangements, with a minimum of four days and shorter working days potentially available. This is an in-person role based in our Southport office.

Element also offers a 9-day fortnight, subject to agreed performance requirements, along with Birthday Leave.

And there is somewhere for this role to go. As Element grows, the right person could develop towards broader practice management responsibilities.

For more information about us please visit elementbusiness.com