Job Overview

Our client is looking for a proactive, reliable, and capable Operations Coordination Lead (Field Services) to support the day-to-day administration, customer service, and operational functions of a growing trade/service business.

This role goes beyond basic administration and data entry. Our client is looking for someone who can take ownership of tasks, communicate confidently with customers and suppliers, work through issues before escalating, and help ensure administrative and operational processes run smoothly and efficiently.

This is not a data-entry-only role. Our client specifically wants to screen out candidates who are only comfortable copying information, following basic instructions, or completing isolated admin tasks. The right person needs to be able to process information, understand context, ask good questions, identify missing details, follow up issues, and take reasonable steps to resolve matters before escalating them to management or local admin.

The successful candidate will be organised, customer-focused, confident using Microsoft 365, able to work at a good pace without sacrificing accuracy, and comfortable working with minimal supervision.

Schedule M

• onday - Friday, 8:00 AM - 5:00 PM AEST/AEDT (40 work hours per week)

Responsibilities

Customer Service & Communication

• Provide professional customer service and customer follow-up.
• Communicate confidently with customers, suppliers, technicians, and internal staff by phone, email, and Microsoft Teams.
• Make phone calls where required to resolve issues quickly and professionally.
• Keep customers informed and updated throughout service delivery.
• Record clear notes and updates after customer, supplier, or internal communication.
• Build strong working relationships with customers, suppliers, and staff.
• Ensure customers feel they are dealing with someone who is part of the business, not an external task processor.

Operations & Administrative Support

• Draft and support customer invoicing processes, including checking job information, labour, materials, purchase orders, technician notes, and supporting documentation before escalation or approval.
• Complete invoicing checks, support invoice approvals, and carry out quality assurance reviews.
• Review job information, technician notes, materials, labour, purchase orders, and supporting documentation before escalating invoice queries.
• Conduct back costing and job cost reviews.
• Review and verify timesheets for accuracy.
• Identify missing, unclear, or incorrect information and follow up where appropriate.
• Help ensure technicians and field staff have the correct job information, materials, documentation, and requirements before attending site.
• Maintain accurate records and documentation.
• Support business continuity so key admin and customer service functions continue during staff absences.

Issue Resolution & Escalation

• Work through available information before escalating issues to management or local admin.
• Check relevant job notes, emails, Teams messages, shared files, supplier information, previous records, and internal documentation where appropriate.
• Follow up missing information with the relevant person before escalating where possible.
• Escalate only when a decision, approval, or higher-level review is genuinely required.
• When escalating, provide a clear summary of what has been checked, what is missing, what the issue is, and the recommended next step.

Process Improvement & Business Support

• Develop and maintain Standard Operating Procedures, guides, checklists, and process documentation.
• Identify inefficiencies and recommend improvements to workflows and administrative processes.
• Help create clearer systems so tasks can be completed consistently by the wider team.
• Research suppliers, customers, industry information, and business-related data where required.
• Assist with implementing better systems, workflows, and administrative controls.
• Help improve customer communication, internal communication, and administrative quality.

Microsoft 365 & Systems Management

• Work confidently within Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, Excel, and Word.
• Manage shared files, folders, templates, spreadsheets, and documented processes.
• Maintain organised digital records and documentation.
• Work from shared systems and documented processes without needing constant reminders.
• Create or maintain simple trackers, checklists, and templates where required.

AI & Technology Use

• Use AI and automation tools responsibly to improve efficiency where appropriate.
• Validate, review, and refine AI-generated outputs before use.
• Apply business judgement and context when using AI or technology tools.
• Avoid copying and pasting AI-generated content without checking accuracy, tone, and suitability.
• Identify opportunities for automation, better workflows, and improved administrative systems.

Key Success Measures

• Tasks are completed accurately and within reasonable timeframes.
• Customer communication is proactive, professional, and clear.
• Issues are worked through independently wherever possible before escalation.
• Invoice drafts are prepared accurately, with missing information followed up before escalation.
• Invoicing, QA checks, job costing, and timesheet processes are completed with minimal errors.
• Missing information is identified and followed up early.
• Administrative workflows become more efficient over time.
• Customers and suppliers experience consistent, professional support.
• Critical business functions continue effectively during staff absences.
• Minimal follow-up, repeated prompting, or reminders are required from management.
• SOPs, guides, checklists are improved and maintained.
• Work is completed at a good pace without sacrificing accuracy.

Requirements

• Minimum 2+ years’ experience in business support, operations support, executive assistance, project coordination, customer service administration, or a similar role.
• Professional verbal and written English communication skills.
• Excellent phone communication and customer service skills.
• Strong problem-solving and critical-thinking ability.
• Experience handling operational and administrative processes independently.
• Advanced proficiency in Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, Excel, and Word.
• Strong attention to detail and accuracy.
• Ability to prioritize tasks and manage competing deadlines.
• Comfortable learning new systems and processes quickly.
• Ability to work autonomously with minimal supervision.
• Proven ability to work beyond basic data entry or task processing.
• Ability to review information, understand context, and identify missing or incorrect details.
• Ability to process information critically rather than simply copying and pasting.

Preferred Qualifications

• Experience supporting trades, field service, construction, maintenance, facilities, or service-based businesses.
• Experience with invoicing, invoice checking, job costing, scheduling, or operations coordination.
• Experience checking timesheets or job records.
• Experience creating SOPs, guides, checklists, or process documentation.
• Experience using AI and automation tools responsibly in a business environment.
• Experience working with remote teams and shared Microsoft 365 systems.

Independent Contractor Perks

• Health Insurance Coverage for eligible locations
• Permanent work from home
• Immediate hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.