Franchise Operations Specialist
G.J. Gardner Homes – Birtinya, Sunshine Coast
Are you an organised administrator with strong communication skills and a passion for keeping data and file systems accurate, tidy, and reportable? Do you have the empathy and diplomacy to act as a reliable first line of support for both customers and business owners?
G.J. Gardner Homes, Australia’s leading home builder, is seeking a structured and detailed Franchise Operations Specialist to join our Franchisor team in Birtinya. This position serves as a central hub for our network's data administration, territory mapping records, compliance document tracking, and primary support helplines.
About Us
At G.J. Gardner Homes, we're more than just a construction company – we're a Gardner family-owned business, led by the second generation of Gardners, with family permeating throughout the business. This includes our network of locally owned and operated Franchise Owners who are fundamentally running small family businesses themselves. We pride ourselves on “the G.J. way”, where Australians benefit from our local knowledge, how we listen to their needs, provide honest advice and pricing, as well as our flexibility to personalise and shape our homes around them.
About the Role
As our Franchise Operations Specialist, you will manage our data systems and act as the first point of contact for our network. You will ensure that franchise data is correctly housed, digital folders are organised, and network records remain accurate.
This position is based at our headquarters in Birtinya, offering a flexible hybrid working environment with Wednesdays and Thursdays required in the office, and the remaining days working from home.
Your key responsibilities will include:
* Data Administration & Reporting: Administer all franchise information data and complete high-quality data entry to ensure Franchise Operations reports are accurate, neatly housed, and easily reportable.
* Franchise Documentation & Legal Compliance: Assist with drafting, renewing, and amending franchise agreements. Maintain national registers, manage annual Disclosure document updates, and coordinate with external legal professionals.
* Business Compliance Checks: Conduct business compliance checks on prospective and existing franchises, ensuring they hold the necessary licences and corporate structures in line with our franchise agreement.
* First Line Support Hub: Act as the primary, first-line support contact for both our dedicated Customer Support/Complaint Line and our internal Franchise Support Line—handling initial enquiries professionally.
* Safety Standards Tracking: Liaise with our WHS/OHS Site Safety Partner, HazardCo, to track and monitor minimum safety standards across the franchise network.
* Policy & Resource Management: Maintain the franchise policy, procedures, and guidance document register. Keep these documents up to date and organised across our internal Intranet, Shared Drives, and folders so our Franchise Owners have clear access to the information they need.
* Customer Satisfaction & Complaint Coordination: Work with our external customer satisfaction survey partner (CCF). Ensure Franchise Owners have access to monthly reports, ensure they are made aware of any customer complaints, and report on customer satisfaction.
* Territory Mapping & Lead Allocation: Maintain the data behind our Franchise Territory Mapping, ensuring boundaries and geographical records are accurate to guarantee precise lead allocation across the network.
* Awards, Recognition & Event Support: Manage the administration of our network awards and recognition initiatives—with a particular focus on the Sales Club program—while looking after milestones, anniversaries, procurement assistance, and milestone acknowledgements. Additionally, you will provide administrative support to our Events Specialist with large conference registrations.
What We Offer
* A full-time position with a stable, nationally recognised brand.
* A collaborative team environment where data integrity and organisation are valued.
* A varied role blending data management, compliance tracking, and frontline relationship building.
* Hybrid working environment (Wednesdays and Thursdays in the office).
About You
You are an organised professional who takes pride in data accuracy, enjoys creating clean reporting structures, and possesses a calm, practical manner when handling phone enquiries.
To step into this role, you will bring:
* Proven Experience: 5+ years of experience in an operational, legal support/paralegal, or administrative role.
* Frontline Communication Skills: Clear verbal and written communication skills, with an empathetic manner suited for first-line customer and franchise problem-solving.
* Systems & Data Skills: Proficient with CRM systems, Google Sheets/Excel, and shared file storage management (Google Drive), with a sharp eye for detail.
* Our Values: A natural affinity with our core pillars: Act with Integrity, Practice Empathy, Strive to be Better, and Succeed through Collaboration.
* Qualifications & Sectors (Desirable): A background in business administration, data management, legal studies, or commercial sectors is a plus, and prior franchising knowledge is well-regarded.
How to Apply
If you enjoy data organisation and have the professional phone presence to support our network, please submit your resume and a cover letter explaining why you are the ideal fit for this role.
Join our team and help support operational efficiency across our network!