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

THE ROLE

The purpose of the Customer Portal Lead role is to ensure the timely, accurate, and compliant handling of customer-facing digital platforms used for service documentation, invoicing, and performance tracking. This role is critical in maintaining Carrier’s service reputation by managing the upload and validation of service reports, invoices, and compliance documents across multiple customer portals ensuring alignment with contractual obligations and customer expectations. This role plays a strategic part in enhancing customer satisfaction by ensuring that portal interactions are seamless, transparent, and responsive to feedback. This role supports operational continuity by maintaining documentation standards, training internal users, and identifying automation or process improvement opportunities to reduce manual workload and error rates

KEY RESPONSIBILITIES

We are looking for a team focused Customer Portal Lead with the ability to provide an excellent experience to internal client and our clients in the field.

Therefore, you will;

• Invoice and Document Uploads
• Upload completed service reports, invoices, and compliance documents to customer portals (e.g., CSIRO, Ventia, QBuild) within strict deadlines to avoid cancellations.
• Ensure all required documentation is complete and compliant before submission.
• Coordinate with technicians and subcontractors to gather accurate job completion data and supporting documents .
• Validate data before uploading to ensure consistency and reduce rework.
• Maintain user access and permissions for internal teams across various customer portals.
• Troubleshoot login or access issues and liaise with IT or customer support as needed.
• Track upload status and maintain logs of submitted documents for audit and compliance purposes.
• Use trackers (e.g., PMO Progress Tracker) to monitor task completion and identify bottlenecks.
• Respond to customer queries related to portal submissions, document status, or service records.
• Escalate unresolved issues to the appropriate internal teams or leadership.
• Identify inefficiencies in the portal management process and propose improvements.
• Support short-term solutions such as offshore assistance for bulk uploads and long-term automation strategies
• Train new or temporary staff on portal processes and documentation standards
• Document SOPs and maintain up-to-date guides for portal use.
• Act as the point of contact for escalations related to delayed uploads or customer dissatisfaction (e.g., Customer complaints)
• Coordinate with operations and admin teams to resolve issues quickly and maintain service quality.