Operations Coordinator – Australian Plumbing Business

Operations Coordinator – Australian Plumbing Business

Employment Type: Full-time, long-term
Location: Remote – Philippines
Hours: 40 hours per week, Monday to Friday
Working Hours: 8:00 am–5:00 pm Sydney time

About Us

We are an established Australian plumbing and pipe-relining business servicing commercial, government, aged-care and residential customers across Sydney and regional New South Wales.

Our services include plumbing maintenance, blocked drains, pipe relining, hot-water systems, gas services, emergency repairs and commercial preventative maintenance.

We are looking for an experienced Operations Coordinator who can take ownership of the daily workflow of our plumbing team. This is not a basic data-entry or general virtual assistant position. You will be responsible for helping jobs move smoothly from the initial customer enquiry through scheduling, completion, invoicing and follow-up.

About the Role

You will be the central point of coordination between our customers, plumbers, supervisors, suppliers and management team.

Your responsibility is to keep the schedule organised, ensure plumbers have the information they need, keep customers updated and prevent jobs, quotes and invoices from being forgotten or delayed.

You must be comfortable answering Australian customer phone calls, making decisions, resolving scheduling problems and following tasks through until they are completely closed.

Key Responsibilities

Customer Service and Phone Coordination

• Answer incoming telephone calls professionally and confidently.
• Identify urgent plumbing problems and escalate emergencies appropriately.
• Book appointments and clearly explain attendance arrangements to customers.
• Make outbound calls to confirm appointments, site access and job requirements.
• Keep customers informed about delays, schedule changes and outstanding work.
• Handle customer concerns calmly and professionally.
• Complete follow-up and customer satisfaction calls after work is completed.

Job Creation and Administration

• Monitor shared email inboxes throughout the day.
• Create accurate jobs in our job-management system from email s, work orders and telephone enquiries.
• Record complete customer, site, contact, purchase-order and scope information.
• Review incoming work orders and identify missing or unclear information.
• Upload documents, photographs, customer email s and supporting information to the correct job.
• Maintain accurate job statuses and notes.

Scheduling and Dispatch

• Schedule and allocate work based on urgency, location, plumber availability, qualifications and required skills.
• Build efficient schedules that reduce unnecessary travel and downtime.
• Confirm site contacts, access instructions, parking requirements and appointment times.
• Ensure plumbers receive complete job information before attending.
• Monitor jobs throughout the day and respond quickly to delays, cancellations, emergencies and access problems.
• Reschedule incomplete jobs and return visits promptly.
• Prepare and confirm the following day’s schedule.

Job Completion and Invoicing Support

• Review completed jobs for plumber notes, photographs, materials and required documentation.
• Follow up field staff when information is missing.
• Ensure completed jobs are ready for invoicing within 24 hours.
• Identify jobs that cannot be invoiced and follow them through until the issue is resolved.
• Monitor outstanding work orders, incomplete jobs and return visits.
• Assist with purchase orders, supplier information and customer documentation when required.

Quotes and Customer Follow-Up

• Prepare or assist with plumbing quotes using established templates and pricing.
• Follow up customers after quotes have been issued.
• Record quote outcomes and future follow-up dates.
• Escalate valuable sales opportunities to management.
• Help convert approved quotes into scheduled work.
• Maintain accurate records of accepted, declined and outstanding quotes.

Operational Reporting

• Provide a daily summary of urgent jobs, unallocated work, outstanding quotes and jobs awaiting invoicing.
• Monitor scheduling gaps, overdue tasks and customer follow-ups.
• Identify recurring problems and recommend practical process improvements.
• Assist with maintaining procedures, checklists and templates.
• Help management improve plumber productivity, customer service and job turnaround times.

Required Experience and Skills

To be considered, you should have:

• At least two years of experience in operations coordination, service coordination, scheduling or dispatch.
• Previous experience supporting an Australian, New Zealand, UK or US business.
• Excellent spoken and written English.
• Confidence speaking with Australian customers by telephone.
• Experience coordinating field technicians, tradespeople or mobile service teams.
• Strong scheduling, prioritisation and problem-solving skills.
• The ability to manage urgent changes without losing accuracy.
• Strong attention to detail when entering job and customer information.
• The ability to work independently and make sensible operational decisions.
• A strong sense of ownership and a habit of following tasks through to completion.
• Experience using job-management software, CRM systems, Gmail, Google Workspace and spreadsheets.

Experience in plumbing, electrical, HVAC, construction, property maintenance or another field-service business will be highly regarded.

Experience with Simpro or similar software such as ServiceM8, Ascora, AroFlo, Tradify or Fergus will be highly regarded.

Technology Requirements

You must have:

• A modern and reliable computer.
• A minimum of 16 GB RAM preferred.
• A professional USB or noise-cancelling headset.
• A quiet and dedicated home workspace.
• Reliable high-speed internet.
• Backup internet through mobile data or another provider.
• A backup plan for power interruptions.
• The ability to work consistently during Sydney business hours.

The Person We Are Looking For

You will suit this position if you:

• Take responsibility instead of waiting to be reminded.
• Communicate problems early.
• Remain calm when the schedule changes.
• Understand that incomplete tasks must be followed through.
• Can confidently speak with customers and field staff.
• Look for practical solutions rather than excuses.
• Care about accuracy, response times and customer service.
• Want a stable, long-term position with one business.
• Are interested in developing into a senior operations role.

What We Offer

• A stable, full-time and long-term position.
• Competitive salary based on demonstrated experience.
• Direct involvement in the operations of an established Australian business.
• Training in our systems, procedures and plumbing services.
• Regular performance and salary reviews.
• Opportunity to grow into a senior coordination or operations-management position.
• A supportive team that values accountability, communication and continuous improvement.

How to Apply

Please submit the following:

1. Your current résumé.
2. A brief cover letter explaining your relevant operations or scheduling experience.
3. A two-minute video or voice recording introducing yourself and describing a difficult scheduling or customer-service problem you have resolved.
4. Details of any Australian businesses you have previously supported.
5. A list of the job-management and CRM systems you have used.
6. Your current internet speed-test result.
7. Details of your computer, monitors, headset, backup internet and backup power arrangements.
8. Your expected monthly salary in US Dollars.
9. Your earliest available starting date.

Screening Questions

Please answer these questions in your application:

1. How many field technicians or tradespeople have you previously coordinated?
2. What factors do you consider when allocating jobs to technicians?
3. How would you handle an urgent customer when every plumber is already booked?
4. What would you do if a plumber completed a job without supplying notes or photographs?
5. What job-management systems have you used?
6. Are you comfortable answering Australian customer calls throughout your shift?
7. Can you work 8:00 am–5:00 pm Sydney time, including the changes caused by Australian daylight saving?
8. Why are you looking for a long-term position with one employer?