About the job Client Operations Coordinator
Client Operations Coordinator - Night shift
About the Role
As a Client Operations Coordinator, you will be responsible for overseeing the daily operations of the Helpdesk team, ensuring high-quality service delivery, timely case resolution, and compliance with internal procedures and Australian client requirements.
You will act as the central point of contact for clients, contractors, and internal stakeholders — receiving calls, managing escalations, and coordinating with the team to resolve issues efficiently.
The role requires strong organizational skills, the ability to balance multiple priorities, and a focus on quality assurance to identify root causes and drive continuous improvement. You will balance team coordination, client communication, and operational reporting, ensuring that issues are addressed promptly and transparently.
Why Cooee
Because we believe in the power of human connection. Because we are committed to flourishing human potential.
Because we dream of a world where each one of us walks along the path to who we are and the best that we can be. This is Why we do What we do – 'To be a part of transformation one person, one community, one business at a time.
We are One Team committed to investing in relationships fueled by trust and anchored on the One Shared Vision 'to transform through connection'. We believe this is where the strength of Cooee and our partnerships lie – in having clarity and conviction in purpose.
What you'll be working on
- Oversee daily helpdesk operations, manage workload distribution, ensure timely case resolution, and maintain compliance with service level agreements (SLAs).
- Coach and support team members through feedback, onboarding, and performance development.
- Conduct quality assurance reviews, monitor performance against KPIs, and ensure compliance with company policies, SOPs, and quality standards.
- Handle escalated client inquiries and act as the primary point of contact for complex operational issues.
- Collaborate with internal stakeholders to resolve issues, improve service delivery, and maintain client satisfaction.
- Prepare operational and performance reports, identify trends, and recommend process improvements to enhance efficiency and service quality.
What we're looking for
- Open to candidates with at least 2 years of leadership experience and up to 5 years of background in Helpdesk, Client Services, Customer Support, or Operations. You should have experience guiding colleagues, managing escalations, and ensuring service quality.
- Experience in a Risk & Compliance, Financial Services, or Professional Services environment is preferred.
- Proven experience in quality assurance, team coaching, and performance management.
- Strong leadership, communication, analytical, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
- Proficient in Microsoft Office applications and case management or ticketing systems.
- Ability to work independently and manage time effectively.
- Willing to work on a shifting and night schedule.