Service Administrator – Customer Service Focus

About Rankin Plumbing

At Rankin Plumbing, we’re proud to be a well-established local plumbing company known for reliable service, quality workmanship and looking after our customers.

We believe customer service is just as important as the work we do. For many of our customers, you will be their first point of contact with Rankin Plumbing, so having someone who is friendly, helpful and genuinely enjoys dealing with people is extremely important to us.

About the Role

We are looking for a friendly, organised and customer-focused Service Administrator to join our team on a maternity leave position.

This is a varied role within our Service Division, where you will be responsible for managing incoming phone calls and emails, assisting customers with their enquiries and working closely with our Service Division Manager and the wider office team.

This role would suit someone who enjoys talking to people, solving problems and making sure customers feel looked after.

You don't need to have plumbing experience — we can teach you the industry side of the role. What matters most to us is your attitude, communication skills and willingness to learn.

What You'll Be Doing

• Answering incoming phone calls and being the friendly first point of contact for our customers

• Listening to customers, understanding what they need and helping find the right solution

• Handling customer enquiries professionally and calmly, including when customers are frustrated or unhappy

• Responding to emails and following up customer enquiries

• Booking and coordinating service jobs

• Communicating with customers regarding appointments, job updates and scheduling

• Working closely with plumbers, the Service Division Manager and the office team

• Keeping customers informed and ensuring they receive a positive experience from start to finish

• Managing competing priorities in a busy service environment

• Completing general administration and data entry with a high level of accuracy

The Customer Service Skills We're Looking For

We're looking for someone who:

• Genuinely enjoys helping people

• Is confident and friendly on the phone

• Has a professional and positive manner

• Can communicate clearly with customers and staff

• Can remain calm and helpful when dealing with difficult situations

• Is comfortable having conversations with customers and asking the right questions

• Takes ownership of customer enquiries rather than simply passing them on

• Has good problem-solving skills and common sense

• Understands the importance of keeping customers informed

• Takes pride in providing a great customer experience

What Else You'll Need

• Good literacy and numeracy skills

• Good computer and Microsoft Office skills

• Strong organisational and time management skills

• Excellent attention to detail

• Ability to work in a fast-paced environment

• A willingness to learn our systems and processes

• Professional presentation

• Current driver's licence

Previous administration, reception, scheduling or customer service experience would be highly regarded, but is not essential for the right person.

Why Join Rankin Plumbing?

You'll be joining a supportive and friendly team where everyone works together and is willing to help each other out.

We value people who are reliable, willing to learn, take pride in their work and contribute to a positive workplace culture.

You'll also have the opportunity to learn about the plumbing industry and develop your administration and customer service skills within a busy and well-established business.

The Position

Full-time, Monday to Friday
Maternity leave position - 12 Month

If you're someone who loves dealing with people, enjoys helping customers and wants to be part of a great team, we'd love to hear from you.

How to Apply

Please submit your resume and cover letter through SEEK telling us a little about yourself, your customer service experience and why you think you'd be a great fit for Rankin Plumbing.

We look forward to hearing from you!