Job Description

Customer Service, Executive Assistant & Contracts Administrator

Commercial and Residential Plumbing

Location: Remote / Work from Home
Employment Type: Full-Time
Industry: Commercial and Residential Plumbing
Reporting To: Director / Operations Manager

About the Role

We are seeking an experienced Customer Service, Executive Assistant and Contracts Administrator to provide end-to-end administrative and operational support to a busy commercial and residential plumbing business.

This is a hands-on role covering customer enquiries, job coordination, executive assistance, contracts administration, compliance documentation and the lodgement of plumbing certificates.

The successful candidate must be highly organised, confident communicating with Australian customers, builders, subcontractors, suppliers, councils and certifiers, and capable of managing multiple jobs and deadlines without constant supervision.

Key Responsibilities

Customer Service and Job Coordination

• Answer incoming calls, emails and online enquiries.
• Provide professional customer service to homeowners, builders, strata managers, developers and commercial clients.
• Gather job details, site information, plans, photographs and access instructions.
• Schedule plumbing inspections, service calls and project work.
• Allocate jobs to plumbers, subcontractors and technicians.
• Coordinate appointments between clients, site supervisors and field staff.
• Confirm bookings and provide customers with arrival updates.
• Monitor jobs from initial enquiry through to completion.
• Follow up outstanding quotations and service enquiries.
• Handle customer concerns and escalate technical or urgent matters.
• Maintain accurate notes and customer records within the job-management system.

Executive Assistant Support

• Provide direct administrative support to the Director and management team.
• Manage calendars, meetings, appointments and reminders.
• Prioritise emails, calls, documents and follow-up actions.
• Prepare correspondence, reports, meeting notes and internal documentation.
• Maintain action lists and follow up staff, suppliers and subcontractors.
• Coordinate meetings with clients, builders, developers and project stakeholders.
• Assist with travel, purchasing and general business administration.
• Protect confidential commercial, employee and customer information.
• Help management maintain visibility across active jobs and outstanding issues.

Contracts Administration

• Assist with the administration of residential and commercial plumbing contracts.
• Review contracts, scopes of work, purchase orders and subcontractor agreements.
• Maintain contract registers and project documentation.
• Track contract dates, milestones, deliverables and completion requirements.
• Prepare and issue progress claims, variations and supporting documentation.
• Monitor approved variations and outstanding client approvals.
• Match completed work against quotations, purchase orders and contracts.
• Coordinate site instructions, requests for information and document revisions.
• Maintain records of approvals, correspondence and contractual notices.
• Assist with practical completion, defects and project close-out documentation.
• Escalate contract risks, delays, disputes and scope changes to management.

Plumbing Certificates and Compliance Lodgements

• Prepare, lodge and track required plumbing certificates and compliance documents.
• Coordinate with plumbers to obtain licence details, test results, photographs and completion information.
• Lodge documents through relevant council, certifier, water authority and government portals.
• Assist with Certificates of Compliance and other required plumbing documentation.
• Maintain accurate records of lodgement dates, reference numbers and approvals.
• Follow up rejected, incomplete or outstanding submissions.
• Monitor certification and inspection deadlines.
• Book required inspections with councils, certifiers or relevant authorities.
• Ensure documentation is correctly completed before submission.
• Maintain organised electronic folders for certificates, inspections, permits and approvals.
• Support project handover by compiling final compliance documentation.

Quotations and Sales Administration

• Prepare quotations using information supplied by plumbers, estimators and management.
• Format and issue professional residential and commercial proposals.
• Follow up outstanding quotations and record customer outcomes.
• Maintain quote registers and sales-pipeline information.
• Convert approved quotations into jobs or work orders.
• Confirm client details, site contacts, scope and purchase-order requirements.
• Assist with tender documents and subcontractor submissions.
• Support account managers and management with customer follow-up.
• Identify repeat-service and maintenance opportunities.

Invoicing and Accounts Support

• Prepare invoices, deposits and progress claims.
• Ensure purchase-order numbers and supporting documents are included.
• Match supplier invoices and subcontractor charges to the correct jobs.
• Follow up overdue customer accounts professionally.
• Assist with accounts payable and accounts receivable administration.
• Track job costs, deposits, outstanding balances and retention amounts.
• Liaise with the bookkeeper regarding invoice and payment queries.
• Maintain accurate records for each project and service job.

Field Team Administration

• Maintain plumbers' schedules and daily job allocations.
• Ensure field staff receive job details, plans, contacts and access instructions.
• Follow up job completion notes, timesheets, photographs and materials used.
• Check that field documentation is complete before jobs are closed or invoiced.
• Coordinate materials, equipment and supplier deliveries.
• Track licences, insurances, inductions and subcontractor documentation.
• Maintain employee, vehicle, equipment and training registers.
• Assist with onboarding new employees and subcontractors.

Document and System Management

• Maintain accurate digital customer and project files.
• Upload plans, contracts, purchase orders, variations, certificates and correspondence.
• Apply consistent document naming and version-control procedures.
• Keep customer, supplier and subcontractor records current.
• Maintain registers for contracts, quotes, certificates, variations and inspections.
• Produce weekly reports covering active jobs, outstanding documentation and overdue actions.
• Improve administrative processes and create practical templates and checklists.

Mandatory Requirements

• Previous Australian experience in plumbing, construction, building services or a trade-services business.
• Strong customer-service and administration experience.
• Experience coordinating residential and commercial jobs.
• Experience preparing and lodging certificates, permits or compliance documents.
• Understanding of contracts, purchase orders, variations and progress claims.
• Excellent written and spoken English.
• Confident telephone manner when dealing with Australian customers.
• Strong attention to detail and document-management skills.
• Ability to manage competing deadlines and urgent service requests.
• Ability to work independently and follow matters through to completion.
• Strong Microsoft Office and Google Workspace skills.
• Reliable internet connection and suitable remote-working environment.

Highly Regarded Experience

• Experience working directly for an Australian plumbing company.
• Knowledge of commercial construction and residential plumbing workflows.
• Experience dealing with councils, private certifiers and water authorities.
• Familiarity with Australian plumbing certificates and compliance processes.
• Experience with tendering, contracts and project administration.
• Understanding of progress claims, retentions and contract variations.
• Experience supporting a business owner, director or operations manager.
• Familiarity with construction plans, hydraulic drawings and scopes of work.
• Experience coordinating plumbers, subcontractors and site supervisors.

Preferred Software Experience

Experience with any of the following will be highly regarded:

• Simpro
• AroFlo
• ServiceM8
• Fergus
• Ascora
• Xero
• MYOB
• Procore
• Buildxact
• Microsoft Excel
• Microsoft Outlook
• Google Workspace
• Council, certifier and authority lodgement portals

Key Performance Indicators

Performance will be measured against:

• Response time to customer enquiries.
• Accuracy of bookings and job information.
• Percentage of jobs with complete documentation.
• On-time lodgement of plumbing certificates and compliance documents.
• Quote follow-up and conversion rates.
• Accuracy of contracts, variations and progress claims.
• Reduction in missed appointments and administrative errors.
• Timely invoicing after job completion.
• Customer satisfaction and complaint resolution.
• Accuracy of project registers and management reporting.
• Completion of executive follow-up actions by deadline.

Ideal Candidate

You are a highly organised and proactive administrator who understands how a busy plumbing or construction business operates.

You can speak confidently with customers, coordinate field teams, manage contracts, prepare compliance documentation and follow up outstanding actions without waiting to be reminded.

You take ownership of each task from initial enquiry through to job completion, certification, invoicing and final close-out.

How to Apply

Please submit your CV outlining:

• Your Australian plumbing, construction or trade-services experience.
• Your customer-service and job-coordination experience.
• Your executive-assistant experience.
• Your contracts-administration experience.
• The certificates, permits or compliance documents you have lodged.
• The councils, certifiers or authorities you have dealt with.
• The job-management and accounting systems you have used.
• Examples of residential and commercial projects you have supported.

Applicants with direct Australian plumbing-industry experience will be strongly preferred.