Job Description

We are seeking an experienced Service Administration - Team Leader to play a critical national role in strengthening service coordination capability across our business. This position is pivotal in ensuring consistent, efficient, and high‑quality service administration through effective coaching, system expertise, and process improvement.

About the Role

Reporting to the Director of Operations, you will be responsible for optimising national service administration efficiency by ensuring Service Coordinators across all branches are fully competent in the CAPS CRM and Pronto platforms. You will provide day‑to‑day operational support, promote best‑practice scheduling and job management, and drive improvements that support timely invoicing and strong service performance outcomes.

This role has a direct impact on key operational measures including service utilisation, WIP days, data integrity, and service gross margin

Key Responsibilities

• Train, coach and support Service Coordinators to ensure excellence in customer service delivery and system utilisation.

• Act as the primary support contact for Service Coordinators nationally, providing guidance, troubleshooting and process advice.

• Provide daily operational assistance with CAPS CRM and Pronto queries and issues.

• Participate in monthly WIP meetings to review job status, resolve issues, and remove barriers to timely invoicing.

• Oversee high‑level CRM processes, including timesheet corrections, job deletions, return of indent items, and system maintenance.

• Ensure accurate, consistent and efficient use of CRM and Pronto across all branches.

• Support competency development through ongoing coaching and performance‑based feedback.

• Assist with recruitment and onboarding of new Service Coordinators.

• Contribute to continuous improvement initiatives and service‑related projects.

About You

You are a confident and structured leader with strong systems knowledge and a passion for developing people. You bring a practical, solutions‑focused approach and are comfortable holding others accountable to high standards.

You will demonstrate:

• Administrator level experience with Microsoft Dynamics

• Strong analytical thinking and problem‑solving capability

• A results‑oriented mindset with attention to detail

• A strong customer service focus

• Initiative and the ability to work independently

• Confidence in influencing, coaching and supporting teams nationally

Why Join Us?

This is an opportunity to make a genuine impact at a national level, working closely with operational leaders to improve service delivery, consistency, and performance across the business.