About the job Accident and Recovery Coordinator
Purpose of the Position
The Accident and Recovery Coordinator supports the daily operations of the Australian team, providing remote coordination and administrative assistance to ensure accuracy, timeliness, and quality in job completion.
This role involves assisting with accident dispatching, performing storage and quality checks, monitoring event timelines, and ensuring data accuracy within operational systems. Working remotely, the contractor will maintain strong communication with the on-site team and work directly under the guidance of the Dispatch Manager, completing initial training in-office before transitioning to remote work.
Key Responsibilities
Accident Dispatch Support
- Assist the on-site dispatch team with managing accident-related towing events.
- Enter, update, and monitor job details within Tow Manager and other dispatch systems.
- Verify and track active and completed jobs, ensuring accuracy in timeframes and status updates.
- Conduct quality control checks on job data, ensuring completeness and accuracy prior to closure.
- Monitor driver performance and response times for accident and recovery events.
- Communicate with drivers and customers to confirm updates, job progression, or follow-up requirements.
- Identify and report discrepancies or incomplete information to the on-site team for resolution.
Storage and Event Oversight
- Check and reconcile storage job entries, ensuring vehicle movements are recorded accurately.
- Monitor working times and response times for accident-related events to ensure compliance with service standards.
- Assist in reconciling storage timelines for billing accuracy and operational reporting.
- Liaise with drivers and depot staff to verify vehicle locations and movements.
Administrative and Communication Support
- Assist with sending and managing internal communications, memos, and status updates.
- Maintain accurate electronic records and data logs for accident jobs and storage events.
- Support Amy and the Dispatch Manager by providing daily or weekly summary reports as requested.
- Maintain a high standard of written and verbal communication in all correspondence.
- Participate in virtual check-ins and meetings as directed to discuss workload and performance updates.
Quality Control and Compliance
- Conduct daily quality checks to ensure job entries meet company accuracy and data integrity standards.
- Follow established Standard Operating Procedures (SOPs) when reviewing and closing jobs.
- Escalate any potential issues or service failures promptly to the Dispatch Manager or Office Manager.
- Contribute to continuous improvement by identifying inefficiencies or system gaps.
Skills and Attributes
- Robust attention to detail and accuracy in data entry and documentation.
- Excellent communication skills, both written and verbal.
- Highly organised, with the ability to multitask and meet deadlines in a fast-paced environment.
- Customer-focused, with a professional and courteous manner when communicating with drivers and clients.
- Proactive approach to identifying issues and following through to resolution.
- Strong computer literacy, particularly in Microsoft Office, email platforms, and data systems.
- Experience with Tow Manager, SafetyCulture, or similar systems (advantageous but not essential).
- Reliable, self-motivated, and able to work independently while maintaining consistent communication with on-site supervisors.
Experience and Qualifications
- Minimum of 2 years experience in an administrative, coordination, or dispatch-related role (transport or towing preferred).
- Demonstrated experience in data entry, job tracking, or quality control.
- Prior exposure to dispatch, transport, or logistics operations highly regarded.
- Proven ability to meet performance and accuracy targets in a remote working environment.
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