Client Services & Operations Coordinator (Remote – Full-Time)

Join the Matheson Team

About Us

At Matheson Plumbing and Gas, we're a family-owned plumbing and gas fitting business proudly servicing Brisbane and surrounding areas. Our reputation has been built on professionalism, reliability, integrity and exceptional customer service. We genuinely care about doing the right thing by both our customers and our team, and we're passionate about building a business where people enjoy coming to work, feel respected, are supported to grow, and are recognised for their contribution.
Before applying, we'd love you to learn a little about who we are by visiting our website:
----------
Please note: We are Matheson Plumbing and Gas, based in Brisbane. We are not affiliated with Matheson Plumbing Services, which is a separate business.

Build a Long-Term Career with Us

We are looking for an exceptional person to become an important part of our growing team.
Rather than simply filling a position, we're looking for someone who wants to become a trusted member of our business for years to come. We value honesty, initiative, professionalism and people who genuinely enjoy helping others.
We are only seeking applicants who are genuinely looking for long-term employment. If you're searching for freelance work, a temporary role or simply your next short-term opportunity, this position is unlikely to be the right fit. We are committed to investing in the right person and hope to build a lasting working relationship for many years.
This isn't just another Virtual Assistant role. We're looking for someone who wants to grow with our business, develop new skills, take on greater responsibility and build a rewarding long-term career.
If you're organised, proactive, enjoy helping people and take pride in delivering outstanding customer service, we'd love to hear from you.

Your Responsibilities

Your role will initially include:
Answering customer enquiries via phone, email and SMS.
Scheduling plumbing and gas service appointments.
Managing our daily job schedule.
Updating and maintaining customer information.
Using Tradify to manage jobs and workflows (full training provided).
Providing exceptional customer service and building strong client relationships.
Supporting our technicians by ensuring jobs are organised efficiently.
General administrative duties.
As you become more experienced within the business, your responsibilities will expand to include:
Preparing and issuing customer invoices.
Following up outstanding invoices.
Assisting with business systems and workflow improvements.
Supporting management with operational tasks.
Taking ownership of additional responsibilities based on your strengths and performance.

What We're Looking For

We're seeking someone who:
Speaks fluent English with a clear, confident and professional phone manner.
Has excellent written English.
Is highly organised with exceptional attention to detail.
Learns new software and systems quickly.
Is proactive and enjoys solving problems.
Is trustworthy, dependable and takes pride in their work.
Can work independently while also contributing to a close-knit team.
Has previous Virtual Assistant, administration or customer service experience.
Experience using Tradify or similar job management software is highly regarded but not essential.

Home Office Requirements

As you'll be communicating directly with Australian customers, applicants must have:
A reliable fibre or high-speed internet connection.
A quiet, professional home office.
A quality computer capable of running multiple applications efficiently.
A good quality headset with a clear microphone.
Backup power and/or internet solutions are highly desirable.
What We Offer
We believe great people deserve to be rewarded.

That's why we offer:

Starting salary at the mid to upper end of the market, based on your skills and experience.
Regular salary reviews based on performance.
Performance bonuses and financial incentives as your responsibilities grow.
Genuine career progression opportunities.
Four (4) weeks paid annual leave each year.
Paid Australian public holidays.
Ongoing training, mentoring and support.
Long-term job security with a growing Australian business.
A respectful workplace where your ideas and contributions are genuinely valued.

Our Culture

At Matheson Plumbing and Gas, we believe the best businesses are built by great people. We work hard, support one another, communicate openly and celebrate success together. We're looking for someone who takes pride in their work, enjoys being part of a team and wants to make a real contribution to the success of our business. In return, you'll be trusted, respected and given every opportunity to grow both personally and professionally. If you're committed, motivated and looking for a workplace where your efforts are genuinely appreciated, you'll fit right in.

How to Apply

Please submit the following:
Your resume.
A brief cover letter explaining why you're interested in joining our team.
A 2–3 minute voice recording answering the following questions:
Tell us a little about yourself.
Why do you believe you'd be a great fit for this role?
Why do you want to work with our business specifically?
What does excellent customer service mean to you?
Tell us about a time you solved a problem or delivered outstanding service to a customer.
Applications submitted without a voice recording will not be considered.
Attention to Detail
Attention to detail is critical in this role.
To demonstrate that you've carefully read this advertisement, please begin your cover letter with the sentence:
"I'd be proud to join the Matheson Team."
Applications that don't follow this instruction may not be considered.
The voice recording forms an important part of our recruitment process because you'll be speaking with Australian customers every day. We're looking for someone who communicates clearly, professionally and confidently.

Please Also Answer These Screening Questions

As part of your application, please include your answers to the following:
What is your expected monthly salary (PHP)?
When would you be available to start?
Do you have experience speaking with Australian or international customers? If yes, please describe your experience.
Have you used Tradify or any similar job management software? If yes, which programs have you used?
What internet speed do you currently have, and do you have a backup internet connection or power supply?
What type of computer and headset do you use for work?
Why are you looking for a long-term position with one employer rather than freelance or short-term work?
After visiting our website, what stood out to you about Matheson Plumbing and Gas, and why would you like to work with us?

We're Looking for Someone Who Wants to Grow

This role is more than administration. You'll become an important part of our business, helping us deliver exceptional service to our customers every day.
If you're looking for more than just a job—if you're looking for a long-term career with a professional Australian business that invests in its people—we'd love to hear from you.

We look forward to meeting the person who will become the next valued member of the Matheson Plumbing and Gas team.