Scheduling/Customer Service Manager

O'Brien Plumbing Wyong is a progressive and professional Plumbing and Roofing company based on the Central Coast. Our mission is to provide a high level of customer service and expertise to the residents of the Central Coast and surrounds.

To do this, we place an emphasis on creating and maintaining a workforce that is made up of proactive, professional and client focused staff members, who are at the forefront of their industry.

We are currently looking for a Full Time Scheduling/Customer Service Manager who has the expertise and drive to help us with our mission of being the Central Coast’s number one plumbing service.

As our Scheduling/Customer Service Manager, you will report directly to the Plumbing/Roofing Manager and Director and will be integral to the management and success of our sales and technician team. Your professionalism and industry knowledge will be key to our ongoing success.

YOUR DUTIES WILL INCLUDE:

Coordinate schedules and the use of technicians, facilities and equipment to optimise resource allocation

Allocate emergency callouts and resolve scheduling conflicts

Monitoring the progress of schedules, making changes and adjustments to ensure optimal efficiency

Coordinate with different departments to gather information necessary for scheduling

Provide regular status reports and updates to other departments

Assessing risks that may impact schedules and implementing mitigating actions

Ensuring compliance with company policies and regulations

Manage customer service team by assigning tasks, monitoring performance and providing feedback

Handle customer complaints, referring customers to other departments or managers

Identifying recurring problems and implementing strategies to correct and reduce them

Help to develop strategies and policies relating to customer service by evaluating customer needs and expectations and monitoring customer matrics

Coordinate with other departments and stakeholders such as suppliers, partners and regulators

Monitoring and driving KPI’s

Fostering team collaboration and a positive work environment and culture

QUALITIES WE ARE LOOKING FOR:

Time management skills

Organizational skills

Communication skills

Interpersonal skills

Conflict resolution skills

Problem solving skills

Decision making skills

Critical thinking skills

Negotiation skills

Adaptability to adapt to changing environments

Leadership skills

Team building skills

QUALIFICATIONS

Degree or Diploma in Business Administration or a related field

Certified in Project Management

Qualifications in leadership

Trade Certificate or Trade experience background

Willing to obtain a National Police Check

WORK EXPERIENCE AND SKILLS

At least 5 years in experience in project management or related field

At least 5 years in Customer service experience in a management or supervisory role

Computer literate - familiarity and experience with emerging trends in AI driven customer service tools and CRM systems

Industry knowledge

Ability to understand a project or program requirements

Experience with working to deadlines and budgets

HOW TO APPLY:

If this sounds like you, and you are seeking a position where you can make a significant impact in the growth of our company, please forward your resume with a cover letter detailing how you meet our requirements to [email protected]