About us:

My Pool Shop Melbourne is a SPASA award winning, family owned retail pool store & mobile pool maintenance business. We operate a fleet of service vehicles from our retail store in Ferntree Gully.

We love helping our customers maintain their swimming pools and spa's by sharing our knowledge & solving their problems because we believe "everyone deserves a safe and healthy pool."

About the team:

We recognise our staff are the key to our success and we strive to maintain a supportive team and great company culture. We offer an attractive salary as well as staff sales incentives.

About the role:

As our Service Coordinator, you'll be at the heart of our service delivery coordinating technicians, managing priorities and ensuring our customers receive timely, high-quality support. This is a fast-paced role especially in summer and is perfect for someone who thrives on team work, problem-solving and delivering exceptional customer outcomes.

Role Responsibilities

• Assist with basic job diagnosis and triage

• Scheduling: Coordinate and allocate jobs to technicians, ensuring optimal coverage and efficient daily workflows, adjust schedules in real time to maximise technician availability and respond to changing priorities

• Customer outcomes: monitor job progress, follow up on incomplete or complex cases and ensure timely resolution

• Stakeholder communication: liaise with technicians, team leaders and internal teams to ensure smooth service delivery over tasks such as ensuring parts are ordered in a timely manner, deposits are received, invoices are completed

• Systems & administration: maintain accurate records, manage inboxes, rebook jobs and ensure all systems are updated

• Continuous improvement: Monitor and report on key performance metrics to drive continuous improvement and contribute to operational efficiency and service excellence

• Team support: assist colleagues and contribute to a collaborative, high-performing team environment

• WHS: Organise and run tool box talks and ensure OHS implementation & compliance across the service team

About you:

• Proven experience in scheduling, service coordination or a similar role

• Excellent communication and customer service skills, with the ability to liaise effectively with both internal and external stakeholders

• Strong organisational and time management capabilities, with the ability to prioritise and multitask

• Proficient in the use of relevant computer software, including Microsoft Office suite & the ability to learn new systems quickly.

• Advanced user level proficiency in Microsoft Office is required

• A keen eye for detail and the ability to maintain accurate records

• A collaborative team player with a proactive and solutions oriented approach

• Prior pool/spa industry experience is preferred but not essential

Be part of a growing business where your input actually matters

If you are someone who enjoys wearing many hats, thrives on organisation, and takes pride in delivering exceptional customer experiences, we would love to hear from you.

We want to hear from you personally and understand why this role and our company is of interest! Send your resume and a short cover note telling us what draws you to this kind of role and why you think you will be successful.

Please note that only candidates required for interview will be contacted. We're reviewing applications as they come in.