Practice Manager: Client Experience & Workflow Lead

STH Bookkeeping Pty. Ltd.; Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

STH Bookkeeping Pty. Ltd. Brisbane is seeking a proactive Practice Manager to oversee day-to-day operations, admin support, and client experience.

You will coordinate workflows, maintain systems, and serve as the primary admin contact for clients, ensuring timely delivery of services and accurate record-keeping. The role requires autonomous work, strong organisational skills, and the ability to manage multiple tasks while maintaining confidentiality.

Qualifications

• Demonstrated experience in practice management or senior administrative role.
• Strong customer service and relationship-building skills.
• Ability to work autonomously with sound judgement and take responsibility for outcomes.
• Excellent organisational skills coordinating multiple tasks, people and deadlines.
• Clear, professional written and verbal communication.
• Discretion handling sensitive information.
• Proactive problem-solving and process improvement mindset.

Responsibilities

• Take ownership of the client service experience, ensuring every interaction is professional, welcoming and helpful.
• Act as the primary administrative contact for clients, managing enquiries by telephone, email and other communication channels.
• Respond promptly to enquiries, resolve routine matters independently and refer technical questions to the appropriate team member.
• Ensure client requests are assigned, tracked and followed through to resolution.
• Coordinate and monitor workflow across the practice, maintaining visibility of jobs, priorities, deadlines and outstanding tasks.
• Ensure work is recorded accurately in the practice management system, with clear ownership and due dates.
• Take responsibility for all day-to-day administrative functions across the organisation.
• Manage shared inboxes, correspondence, calendars, appointments, meetings and document administration.
• Coordinate invoicing in line with approved engagements, fee arrangements and billing schedules.
• Provide proactive, confidential executive and administrative support to the Director of Strategy.

Skills

Practice management

Office management

Administrative experience

Customer service

Microsoft 365

CRM

Tools

Microsoft 365

CRM system

Practice management system

Job description

STH Bookkeeping Pty. Ltd. Brisbane is seeking a proactive Practice Manager to oversee day-to-day operations, admin support, and client experience.

You will coordinate workflows, maintain systems, and serve as the primary admin contact for clients, ensuring timely delivery of services and accurate record-keeping. The role requires autonomous work, strong organisational skills, and the ability to manage multiple tasks while maintaining confidentiality.