Description:
Our client is seeking a highly organised and solutions-focused Call Centre & Allocations Coordinator to join their growing team. This pivotal role is responsible for managing inbound service requests, coordinating technician schedules, and ensuring a seamless service experience for residential clients. Acting as the first point of contact, the successful candidate will resolve complex queries efficiently while maintaining a calm and professional approach.
Key Responsibilities:
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Manage a high volume of inbound and outbound calls with professionalism and empathy
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Allocate and schedule jobs for field technicians, ensuring effective utilisation of resources
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Resolve customer queries, concerns, and complaints in a timely and empathetic manner
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Liaise with technicians, operations teams, and external stakeholders to ensure jobs are completed to a high standard
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Prioritise urgent or sensitive service requests and escalate when necessary
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Monitor job progress and provide timely updates to clients
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Maintain accurate records in the job management system
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Proactively identify scheduling conflicts or service delays and provide alternative solutions
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Support ongoing improvement of allocation and customer service processes
Key Skills & Experience:
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Previous experience in a busy call centre, service coordination, or scheduling role
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Strong problem-solving skills and ability to remain calm under pressure
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Excellent organisational skills and the ability to juggle multiple priorities
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Clear and confident communication skills with a customer-first mindset
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Experience working with residential clients and handling sensitive service issues
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Proficiency in job management/CRM systems and Microsoft Office Suite
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Ability to work both autonomously and as part of a fast-paced team
Preferred:
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Background in trades, construction, or maintenance industries
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Familiarity with field service management platforms such as SimPRO, AroFlo, or similar
Why Join This Team?
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Supportive and collaborative team culture
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Opportunity to develop within a well-regarded and stable organisation
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Make a genuine impact by improving service delivery and supporting customers daily
Pleast contact Lauren on 0405 725 985 for further information.