About the Role
O'Brien Plumbing & Roofing Wyong and Hornsby are seeking a proven, hands-on Schedule & Customer Service Manager to lead our fast-paced operations. In this critical leadership role, you will drive team development, operational efficiency, and customer satisfaction.
We are looking for a manager with tried-and-tested leadership qualities—someone who can provide constructive feedback, foster a positive team culture, and seamlessly balance strategic oversight with direct contribution to daily tasks. If you are committed to company growth and refuse to compromise on the quality of service, we want you on our team.
Key Responsibilities
•Leadership & Team Development: Provide hands-on support and leadership to the customer service and dispatch teams. Assign tasks, monitor performance, and deliver constructive feedback to drive the attainment of KPIs. Foster a collaborative, positive work environment.
•Schedule Optimization: Coordinate technician schedules, facilities, and equipment to optimize resource allocation. Resolve scheduling conflicts, manage emergency appointments, and assess risks to ensure optimal efficiency.
•Customer Service Excellence: Manage and monitor platforms including simPRO, Go High Level, Google Workspace, and Slack. Handle customer complaints effectively, identify recurring problems, and implement corrective actions to maintain high customer satisfaction (NPS and Google Reviews).
•Operational Administration: Ensure compliance with company policies and SOPs. Oversee accurate data entry, CRM maintenance, and ensure client invoicing is completed within 3 days of job completion.
•Continuous Improvement: Develop strategies and policies relating to customer service by evaluating customer needs and monitoring metrics. Drive technician process and systems user scores to 85% or higher.
About You
•Proven Management Qualities: You possess at least 5 years of experience in a customer service management or supervisory role, with certified or proven experience in project management and leadership.
•Industry Knowledge: Experience in the plumbing, roofing, or broader trades industry is highly regarded. A Degree or Diploma in Business Administration or a related field is preferred.
•Strategic & Hands-On: You are flexible, capable of handling multiple tasks to ensure smooth operations, and willing to carry out all tasks necessary to protect the reputation and profitability of the company.
•Communication Skills: You excel in open and timely communication with management, staff, and customers, ensuring everyone is aligned and informed.
•Tech & AI Proficiency: You are comfortable managing platforms like simPRO, Go High Level, Google Workspace, and Slack, and possess the ability to use AI products to drive process improvements and operational efficiencies.
Why Join Us?
Our mission is simple: to be the first choice for plumbing, gasfitting, and roofing services, setting the gold standard that others aspire to. We offer a supportive environment where your leadership will directly impact our success and growth.
Apply Now!
If you have the tried-and-tested management qualities we need, submit your resume and a cover letter outlining your leadership experience today.
O'Brien Plumbing & Roofing Wyong is an equal opportunity employer.