Bay Plumbing & Drainage – North Geelong VIC

Customer Service & Scheduling Coordinator
Are you highly organised, great with people and someone who thrives in a busy environment?

Do you enjoy coordinating schedules, solving problems, keeping people informed and making sure everything runs smoothly?

Bay Plumbing & Drainage is looking for a motivated and capable Customer Service & Scheduling Coordinator to join our growing Geelong team.

This is more than a traditional administration position. You'll play an important role in our daily operations, coordinating technicians, managing customer bookings and ensuring jobs run efficiently from the first phone call through to completion.

We're looking for someone who is proactive, organised, confident on the phone and enjoys taking ownership of their work.

If you have experience in customer service, scheduling, dispatch, shipping, transport or logistics, we'd love to hear from you.

About Us

Bay Plumbing & Drainage is a locally owned and operated plumbing and drainage business with nearly 20 years of experience servicing Geelong, the Surf Coast, Bellarine Peninsula and Melbourne's western suburbs.

We provide plumbing, drainage and maintenance services to residential, commercial and industrial customers.

We've built our reputation on quality workmanship, reliable service and strong customer relationships.

As our business continues to grow, we're investing in our people, systems and operations to support the next stage of our development.

We're now looking for the right person to become an important part of our office team.

About the Role

As our Customer Service & Scheduling Coordinator,



you'll be one of the key people keeping our business organised and running efficiently.

Working closely with our Office Management and field technicians, you'll manage customer enquiries, coordinate daily schedules, organise appointments and help ensure jobs progress smoothly.

You’ll need to think ahead, manage competing priorities and adapt quickly when plans change.

One minute you might be booking a current customer, the next you're coordinating an urgent call-out, adjusting a technician's schedule or arranging a return visit.

This role is ideal for someone who enjoys being busy, takes pride in getting things organised and likes making a genuine difference to how a business operates.

Key Responsibilities

Customer Service & Communication

- Answer incoming calls and respond professionally to customer enquiries.

- Schedule customer appointments and coordinate service bookings.

- Provide clear and timely updates regarding appointments, arrival times and job progress.

- Build positive relationships with residential, commercial and property management clients.

- Handle customer questions and concerns calmly and professionally.

- Ensure every customer receives friendly, reliable and professional service.

Scheduling & Dispatch





- Coordinate daily job schedules for our plumbing and drainage technicians.

- Allocate work efficiently based on technician availability, location, urgency and job requirements.

- Manage urgent bookings, emergency call-outs and last‑minute scheduling changes.

- Monitor job progress and communicate with technicians throughout the day.

- Coordinate return visits, approved quotations and follow‑up appointments.

- Identify potential scheduling conflicts and proactively resolve issues.

- Help minimise technician downtime and unnecessary travel.

- Ensure technicians have the correct job information and access arrangements before attending.

Administration & Operations Support

- Maintain accurate customer records, job details and scheduling information in ServiceM8.

- Assist with preparing, tracking and following up customer quotations.

- Coordinate approved works and ensure jobs are scheduled promptly.

- Assist with invoicing, outstanding payment follow-ups and general office administration.

- Liaise with suppliers and coordinate materials and deliveries when required.

- Keep job documentation and customer communications accurate and up to date.

- Support the Office Manager with daily operational priorities and improvements.

About You

We're looking for someone who is naturally organised, enjoys working with people and can confidently manage a busy workload.

You’ll be someone who takes initiative, thinks ahead and doesn’t need to be constantly reminded about what needs to be done.

To succeed in this role, you’ll have:

📌 Customer service coordinator (Geelong)
🏢 Bay Plumbing & Drainage
📍 Geelong