To optimise the quality, productivity, and success of our Narellan Pools after care service by providing efficient and professional administration and management of our client service and warranty department technician scheduling. We are so confident in our product we offer a lifetime guarantee; this role is key in bringing professionalism and support to our client aftercare. Liaise with our Narellan Pools Franchisees, internal team, external contractors, and our clients, to achieve positive outcomes for all client service and warranty requests.
Key responsibilities
Coordinate the technician booking aspects of the Client Care workflow – including transparent and comprehensive communications, systems updates, document management, and directing relevant internal team members, clients, and Franchisees in relation to service and warranty booking requests
Provide timely, positive, and professional support to all clients and Franchisees
Liaise with the Technical Services Manager for scheduling and internal/external technician support
Coordinate the schedule for Service Technicians and external contractors to attend service and warranty job assessments and/or repairs
Assist the Client Services team to manage all client complaint and service and warranty requests from request through to resolution, within the set SLAs and KPIs
Write and prepare correspondence and communications to Narellan Pools clients, technicians, and Franchisees
Ensure up to date and continuous management and maintenance of the Client Care "Bookings" email account and filing system
Ensure up to date and continuous management and maintenance of the Zoho Desk platform to ensure it contains all relevant information relating to each service and warranty ticket




Keep in regular communications with all relevant parties involved in each service and warranty request throughout the end-to-end booking workflow
Provide comprehensive weekly reporting on the status of the technician schedules
About you
A minimum of 3 years' experience in a similar Client Care scheduling role that includes liaising with both internal and external stakeholders
Demonstrated experience in resolving client issues and influencing a positive outcome - including resolving conflicts via phone and email
Demonstrated exceptional communication, organisational, and problem-solving skills
Strong relationship building skills
Outstanding organisational, written, and oral communication skills
Focused and methodical – a high level of attention to detail with a relentless approach to getting things right
Ability to multi-task with the capacity to thrive in a pressure environment
Conflict resolution - the drive, experience, emotional intelligence, and diplomacy to deal effectively and respectfully with clients, franchisees, and other stakeholders
Desired: relevant tertiary qualifications; Zoho One program usage experience
You will enjoy
A supportive coaching environment
Tools of trade including a company laptop, headsets and associated hardware
Access to our Employee Assistance Program
A hybrid environment, including every Friday work from home
Opportunities for career growth
Join an established company with strong growth. Narellan Pools is part of the Latham Group, the largest pool manufacturer across North America, Australia and New Zealand.
If you do not meet all the listed experience we encourage you to apply if you are keen to learn and build on your existing foundation as we support growth and professional development.
#J-*****-Ljbffr

📌 Client Care Coordinator (Sydney)
🏢 Narellan Pools Group
📍 Sydney