The Customer Service Coordinator is responsible for managing DTMF Group's Helpdesk function, ensuring all client requests, service enquiries and operational communications are responded to promptly, professionally and within agreed service levels.

This role is the central communication point between clients, Operations Managers and field teams. The Customer Service Coordinator is responsible for triaging requests, coordinating actions, maintaining operational records and ensuring all enquiries are followed through to completion. The role also supports the development of operational documentation, Standard Operating Procedures (SOPs), client specifications, inductions and training materials.

The Customer Service Coordinator is responsible for managing DTMF Group's Helpdesk function, ensuring all client requests, service enquiries and operational communications are responded to promptly, professionally and within agreed service levels.

This role is the central communication point between clients, Operations Managers and field teams. The Customer Service Coordinator is responsible for triaging requests, coordinating actions, maintaining operational records and ensuring all enquiries are followed through to completion. The role also supports the development of operational documentation, Standard Operating Procedures (SOPs), client specifications, inductions and training materials.

Key Responsibilities
Helpdesk Management

- Manage the DTMF Group Helpdesk and shared inboxes.

- Triage all incoming emails, service requests and client enquiries.

- Allocate requests to the appropriate Operations Manager or department.

- Monitor all open Helpdesk items to ensure they are actioned within service level agreements.

- Follow up outstanding actions until completed.





- Close Helpdesk requests only after confirming completion with the client or Operations Manager.

- Maintain accurate records within Monday.com.

Client Communication

- Respond professionally to client enquiries.

- Provide clients with updates on outstanding service requests.

- Coordinate communication between clients and operational teams.

- Ensure all correspondence reflects DTMF Group's customer service standards.

Operational Support

- Provide administrative support to Operations Managers.

- Coordinate reactive cleaning requests, emergency works and service variations.

- Assist with scheduling operational activities where required.

- Monitor completion of client action items.

Client Specifications & Documentation

- Prepare and maintain client specifications and scope of works.

- Develop and update Standard Operating Procedures (SOPs).

- Maintain operational manuals and work instructions.

- Ensure documentation remains accurate and current.

Client Inductions & Staff Training

- Coordinate client-specific inductions for new employees.

- Prepare induction documentation and operational training materials.

- Ensure site-specific procedures are communicated to operational staff.

- Maintain training records and induction registers.

- Support Operations Managers with onboarding new contracts.

Reporting





- Prepare daily Helpdesk reports for management.

- Monitor outstanding requests and overdue actions.

- Report trends, recurring issues and improvement opportunities.

- Maintain accurate operational reporting for clients and internal stakeholders.

Systems Administration

- Maintain Monday.com Helpdesk boards.

- Ensure client records and operational documentation are accurate.

- Upload supporting documentation, photographs and service records.

- Monitor workflow compliance across operational systems.

Skills & Experience
Essential

- Experience in customer service, helpdesk coordination or administration.

- Strong organisational and time management skills.

- Excellent written and verbal communication.

- High attention to detail.

- Ability to manage multiple priorities in a fast-paced environment.

- Solid problem-solving skills.

Desirable

- Experience within property, facilities management or service industries.

- Experience using Monday.com or similar workflow management software.

- Experience developing SOPs and operational documentation.

- Knowledge of service delivery coordination and client support.

The Customer Service Coordinator is responsible for ensuring every client enquiry is managed professionally from initial contact through to resolution. This role is expected to deliver exceptional customer service, support operational teams, maintain accurate documentation and contribute to continuous improvement across DTMF Group. By proactively managing communication, reporting and operational workflows, the Customer Service Coordinator plays a critical role in delivering a seamless client experience and supporting operational excellence.

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📌 Customer Service Coordinator (Williamstown)
🏢 DTMF Group
📍 Williamstown