Office Administrator

Role summary
Sweetheart Plumbing Solutions is seeking an organised, friendly Office Administrator (Overseas VA) to support day-to-day operations in a remote, full-time capacity. This role is responsible for scheduling and job coordination, client communication, invoicing and accounts receivable follow-ups, and general admin support. You’ll work closely with the Director and field team to keep jobs moving smoothly from booking through to payment.
Work arrangement & hours

• Remote / work from home (overseas VA)
• Full-time
• Required overlap: minimum 4 hours per day overlapping with Melbourne business hours (AEST/AEDT)
• Preferred overlap window:

o Melbourne: 9:00am–1:00pm (AEST/AEDT)
o Philippines: typically 6:00am–10:00am (PHT) (may shift slightly with daylight savings in Australia)

• Outside the overlap window, remaining hours can be flexible, provided tasks are completed and you remain responsive for urgent matters.

Key systems

• Simpro (job creation, scheduling, job notes, job status updates, attachments)
• Xero (invoicing, receipting, statements, debtor follow-up, basic reporting)
• Email , phone, SMS (client and supplier communication)

Core responsibilities
Scheduling and job coordination

• Book and schedule jobs for plumbers and apprentices in Simpro.
• Confirm appointments with clients (time windows, access details, site contacts).
• Coordinate urgent jobs and reschedules, keeping clients informed.
• Ensure job details are correct: site address, scope notes, photos/plans, compliance requirements, and key contacts.

Client communication and follow-ups

• Answer incoming calls/emails/messages professionally and promptly.
• Provide job updates to clients and internal team members.
• Follow up quotes that have been sent (confirm receipt, answer basic questions, book approved work).
• Maintain a friendly, helpful customer service tone aligned with the Sweetheart brand.

Invoicing and accounts receivable (Xero)

• Raise invoices in Xero (or via Simpro-to-Xero workflow if applicable), ensuring correct job references and supporting documentation.
• Send invoices and confirmations to clients.
• Monitor outstanding invoices and follow up overdue accounts via phone/email/SMS using a clear, polite process.
• Issue statements and payment reminders.
• Escalate problem accounts to the Director with clear notes and recommended next steps.

Daily admin and office support

• Keep Simpro job statuses up to date (scheduled, in progress, completed, invoiced, paid).
• File and organise job documents (photos, compliance forms, supplier invoices, client approvals).
• Assist with supplier coordination (orders, delivery follow-ups, missing items).
• Maintain accurate customer records and notes.
• Support the Director with general admin tasks as required.

Daily/weekly task checklist (typical)

• Review today’s schedule and confirm key jobs/clients.
• Check new enquiries and book/schedule where possible.
• Follow up outstanding quotes.
• Raise and send invoices for completed jobs.
• Run an aged receivables check and action overdue follow-ups.
• Update Simpro notes/statuses so the team has one source of truth.

Daily reporting rhythm (end-of-day)
At the end of each workday, provide a short end-of-day summary (email or Simpro note, as agreed) covering:

• Jobs scheduled / rescheduled (key details + any risks)
• Invoices sent today (count + any high-value invoices)
• Overdue follow-ups completed (who was contacted + outcome + next step)
• Quotes followed up (status: approved / pending / declined)
• Any issues requiring the Director’s decision

Skills and experience

• Experience in an admin, office coordinator, or accounts receivable role (trade/services business preferred).
• Experience supporting Australian trades businesses (plumbing/electrical/building/services) is highly regarded.
• Confidence using Xero (invoicing, receipting, statements, basic debtor management).
• Accounts receivable follow-ups experience (phone/email reminders, statements, tracking outcomes) is required.
• Experience with Simpro (or similar field service software) is highly regarded.
• Strong phone manner and written communication.
• High attention to detail and ability to follow processes.
• Calm under pressure and able to juggle changing priorities.

Remote work requirements

• Reliable internet connection and a quiet work environment.
• Must have stable internet + a backup connection (e.g., second ISP, mobile hotspot) to ensure availability.
• Ability to take and make calls confidently (headset recommended).
• Strong self-management and ability to work independently while staying responsive to the team.

Performance measures (KPIs)

• Jobs scheduled with complete/accurate details in Simpro.
• Invoices issued within agreed timeframe after job completion.
• Reduction in overdue invoices / improved debtor days.
• Quote follow-up completion rate and booking conversion support.
• Client satisfaction (professional, timely communication; minimal complaints).

Working relationships

• Reports to: Director
• Works closely with: Lead plumbers, apprentices, suppliers, and clients