Framing Administration and Customer Service Team Member

Location: Chapman & Bailey Abbotsford, Framing Department
Reports to: Manager of Framing Front of House

To apply: Please email why you're interested along with your CV and Cover Letter to Vicky@chapmanbailey.com.au

Job Overview:

This position combines customer consultation with administrative coordination and is ideal for someone with an interest or background in the arts. Ultimately, a successful team member in this role will develop the skills to confidently guide customers through the framing process, ensure clear and effective communication between clients and the production team, and manage jobs to a consistently high standard. Previous experience in framing or sales is not required — training will be provided in Chapman & Bailey’s customer service and consultation methods. What’s essential is a strong attention to detail, excellent communication skills, and a willingness to learn. The Framing Consultation and Administration role is central to supporting the daily operations of Chapman & Bailey’s Framing, Delivery, Installation/Freight, and Furniture department.

Training and Support Process

All new team members will receive structured training and ongoing support to help them succeed in the role. This includes:

Understanding the Chapman & Bailey consultation method, including how to advise on framing solutions

Learning customer service standards that align with our brand values and tone

Gaining proficiency in internal systems for job tracking, booking, and communication

Learning framing-specific calculations, including pricing, measurements, and material selection

Becoming confident in quoting processes, payment handling, and order entry

Training in safe and professional artwork handling techniques, including packaging and presentation standards

Ongoing support and mentoring to help develop product knowledge and workflow familiarity

Key Responsibilities:

Consultation and Customer Service:

Maintain a welcoming, professional front-of-house environment

Provide consistent, high-quality customer service in line with Chapman & Bailey’s values

Assist customers during in-person and phone consultations, helping them navigate framing choices

Document job specifications clearly and ensure customer expectations are understood and communicated

Follow up with clients regarding quotes, timelines, and updates

Support the Manager of Framing Front of House in delivering an excellent client experience

Administrative Support:

Manage and update the booking calendar for consultations and production schedules

Maintain accurate records of customer jobs and internal communications

Respond to emails and phone inquiries in a timely and professional manner

Assist with general administrative tasks including filing, data entry, and documentation

Prepare and process customer orders, quotes, invoices, and payments

Production and Order Coordination:

Liaise with the production team to communicate clear and accurate job instructions

Help prioritise and organise framing jobs to meet deadlines

Monitor job progress and flag any delays or issues

Ensure all production and job details are clearly documented and tracked

Personal Qualities and Growth Opportunities:

We’re looking for someone who is friendly, approachable, and confident in customer-facing situations, with a natural interest in

the arts. You should have strong communication skills, excellent organisation, and a willingness to learn and adapt in a busy, hands-on environment.

As the department evolves, this role may expand to include broader administrative responsibilities, involvement in special projects, or closer collaboration with other departments. A proactive mindset and openness to development will be key to making the most of growth opportunities within the company.