Customer Service & Contracts Administrator | Australian Plumbing Industry

About this role

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…