Customer Services / Scheduling Manager

Position : Customer Services / Scheduling Manager

Salary: up to around $2000 NZD per month

Working Hours & Condition : To follow

Holidays : To follow

ABOUT THE COMPANY:

The company has been providing trusted water filtration, water treatment, and plumbing solutions across New Zealand since 1994. Serving both residential and commercial customers, the company is committed to quality workmanship, reliable service, and customer satisfaction. With a nationwide network of specialists and a strong focus on practical, long-term solutions, the company helps customers enjoy cleaner water and dependable plumbing services.

ROLE OVERVIEW:

The client is looking for a proactive and detail-oriented Customer Service & Scheduling Manager to help coordinate our retail plumbing and water specialist services. In this role, you’ll be the key point of contact for customers, helping them book recurring maintenance services, managing appointments, and keeping our technicians’ schedules running efficiently.

You’ll play an important role in ensuring customers receive timely, reliable service while helping the team get the most out of ServiceM8, our central job management and scheduling platform.

This opportunity is ideal for someone with strong ServiceM8 experience, a background in plumbing or field service operations, and a genuine passion for delivering excellent customer service.

RESPONSIBILITIES:

Customer Service & Relationship Management
- Handle incoming customer calls and service enquiries in a friendly and professional manner.
- Build strong customer relationships through proactive communication and follow-ups.
- Assist customers with bookings, appointment changes, service enquiries, and concerns.
- Keep customers informed about appointment updates and service progress.
- Follow up on quotes and recommended services to help customers arrange the maintenance they need.

Service Scheduling & Outbound Calling
- Contact customers whose recurring services are due or overdue to arrange appointments.
- Coordinate bookings for water filter changes, UV servicing, and other scheduled maintenance.
- Plan technician schedules based on location, availability, required skills, job duration, and parts availability.
- Confirm appointments, manage cancellations, and arrange rescheduling when needed.
- Maintain regular follow-ups with customers to secure bookings and minimise missed opportunities.

ServiceM8 Management & Administration
- Maintain accurate customer, site, equipment, and job records in ServiceM8.
- Create and update jobs, assign technicians, and manage schedules and job statuses.
- Keep recurring service records up to date and ensure follow-up tasks are completed.
- Monitor outstanding jobs, missed calls, callbacks, and overdue tasks.
- Check completed job records and coordinate the handover of information needed for invoicing.
- Identify opportunities to improve workflows, reporting, and the team's use of ServiceM8.

Team & Technician Coordination
- Work closely with technicians to ensure they have the right job information and customer requirements.
- Escalate urgent enquiries and technical questions to the appropriate team members.
- Help keep daily operations organised, efficient, and customer-focused.

Requirements
- Two to three years of strong hands-on ServiceM8 experience — particularly with customer records, job creation, scheduling, recurring services, and follow-ups.
- Experience in a plumbing trade or plumbing services business, with an understanding of field service operations and common customer enquiries.
- Proven experience in customer service, outbound calling, and appointment booking.
- Excellent telephone communication and written communication skills.
- Strong organisational skills and attention to detail, with the ability to manage competing priorities.
- A proactive mindset and the confidence to follow through on tasks without constant supervision.
- The ability to work collaboratively with technicians and other team members.
- A customer-first attitude and the confidence to handle enquiries and concerns professionally.