REQUIREMENTS:

To be successful in this opportunity as a minimum you must have:

• Certificate or diploma in Business Administration, Information Systems, or a related field.
• Prior experience in service administration, customer support, or portal/document management systems is highly desirable
• Familiarity with customer portals such as CSIRO, Ventia, QBuild, or similar platforms.
• Proficient in Microsoft Office Suite (especially Excel and Outlook) and document management systems.
• Experience with CRM systems (e.g., SFDC) and service management tools (e.g., SMAX) is advantageous
• Strong accuracy in data entry, document validation, and compliance tracking.
• Ability to manage multiple uploads and deadlines without compromising quality
• Excellent written and verbal communication skills for liaising with internal teams and external clients.
• Ability to coordinate with technicians, subcontractors, and admin teams to gather and verify documentation.
• Proactive in identifying and resolving portal access or submission issues.
• Capable of suggesting process improvements and supporting automation initiatives.
• Demonstrated commitment to customer satisfaction through timely and accurate service delivery.
• Understanding of customer SLAs and compliance expectations.
• Willingness to assist with planner/admin coverage during absences.
• Ability to adapt to changing priorities and support cross-functional teams

We are looking for a team focused National Administration Lead with the ability to provide an excellent experience to internal client and our clients in the field. Therefore, you will;

• Overseeing the operational needs of the Service Branch managers, including the Service Manager and the Sales leaders.
• Working with the Planning Process Leader on maintenance of service contracts in relation to scheduling, service ticket creation and invoicing
• Assist the Service Managers in ensuring the Service team in its entirety perform in line with Company expectations with regard to daily documentation, to allow the administration team to correctly account for and promptly invoice work undertaken.
• Ensure costs and expenses are treated with restraint and in line with Company expectations and operating budgets
• Recognise and promote the concept of continuous improvement in accord with the Company’s quality objectives and procedures
• Work with the Managing Director, Aftermarket General Manager and Aftermarket Sales Mangers in ensuring the smooth and profitable operation of the Service department
• Support and help manage the teams to ensure compliance on preventative maintenance (nothing >30 days) and control aged WIP to assist the business with job closures.
• Implement new systems to manage teams and technicians with the Strategic Process Leader.
• Maintain a high level of communication with internal and external stakeholders
• Ensure invoicing accuracy, invoice targets, daily invoicing and forecast any threats to the business
• Address any arising issues/disputes from clients including invoice queries, technician attendance, or any change of plans as required by the business
• Monitor reporting standards by checking Technicians’ paperwork, performing random checks for client signatures, completion of jobs within a set timeframe
• Ensure timesheet timeliness and accuracy as a part of this process
• Assist productivity by organising work in assigned territories
• Check any aged debt and ensure scheduling is done in line with Carrier’s payment terms.
• Undertake additional tasks as requested by the Senior leadership team

THE ROLE

The National Administration Lead is primarily responsible for managing administration tasks nationally. This includes both internal and external stakeholders. Examples of this management include: WIP completion, contract compliance, invoicing, technician routing and efficiency, & overall customer satisfaction and be a redundancy resource to support branches when regional Admins are absent.
The National Admin Lead will need to have exceptional people skills, promote a good team culture, look for opportunities to improve administration processes and understand Key Business objectives. There is a dotted line from the administration teams at a local level to the National Admin Lead.

KEY RESPONSIBILITIES

We are looking for a team focused National Administration Lead with the ability to provide an excellent experience to internal client and our clients in the field. Therefore, you will;

• Overseeing the operational needs of the Service Branch managers, including the Service Manager and the Sales leaders.
• Working with the Planning Process Leader on maintenance of service contracts in relation to scheduling, service ticket creation and invoicing
• Assist the Service Managers in ensuring the Service team in its entirety perform in line with Company expectations with regard to daily documentation, to allow the administration team to correctly account for and promptly invoice work undertaken.
• Ensure costs and expenses are treated with restraint and in line with Company expectations and operating budgets
• Recognise and promote the concept of continuous improvement in accord with the Company’s quality objectives and procedures
• Work with the Managing Director, Aftermarket General Manager and Aftermarket Sales Mangers in ensuring the smooth and profitable operation of the Service department
• Support and help manage the teams to ensure compliance on preventative maintenance (nothing >30 days) and control aged WIP to assist the business with job closures.
• Implement new systems to manage teams and technicians with the Strategic Process Leader.
• Maintain a high level of communication with internal and external stakeholders
• Ensure invoicing accuracy, invoice targets, daily invoicing and forecast any threats to the business
• Address any arising issues/disputes from clients including invoice queries, technician attendance, or any change of plans as required by the business
• Monitor reporting standards by checking Technicians’ paperwork, performing random checks for client signatures, completion of jobs within a set timeframe
• Ensure timesheet timeliness and accuracy as a part of this process
• Assist productivity by organising work in assigned territories
• Check any aged debt and ensure scheduling is done in line with Carrier’s payment terms.
• Undertake additional tasks as requested by the Senior leadership team.