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Client Experience Coordinator
2 weeks ago
Are you passionate, dedicated to customer satisfaction, and eager to be part of a dynamic team?
About us
ACS Property Services is a leading cleaning service provider across Australia, committed to excellence. Founded in 2007, our national footprint now spans 1000+ client sites and employs over 800 staff. Our company values revolve around being customer-centric, constantly innovating, and fostering a spirit of unity – where we work as one team, one family.
About the role
Reporting to the GM Operations, the Client Experience Coordinator will support the smooth delivery of ACS operations through effective administration, coordination, and client support. This role is responsible for managing the ACS Portal, ensuring timely and accurate resolution of client requests, and maintaining proactive communication with both clients and the operations team. The position oversees administrative processes, compiles and analyses service data to identify improvements, and generates reports to enhance service delivery. By combining strong organisational skills with a customer-focused approach, the Client Experience Coordinator ensures operational efficiency, consistent service quality, and a positive client experience.
Salary: $80-90k pa, plus super
Location: ACS HQ is currently based in Mulgrave, with plans to move to a new office in South Melbourne in late 2025. Please note, this is an onsite role, Monday to Friday, 9am-5pm.
What you'll be doing
- Client coordination - daily coordination activities to ensure consistent and quality services outcomes across our client base. Manage all operational queries received at Head office.
- ACS systems administration - Key user of Lucidity from an Operations perspective, ensuring client requests and logged and followed through. Troubleshoot and resolve any user issues, escalating to systems support as necessary.
- Reporting - prepare and collate monthly reporting, analyse trends and deliver insights to improve team efficiency and client services.
- Compliance and audits - ensure compliance requirements are tracked and managed accordingly, including staff and subcontractors. Assist with audit management during the annual company ISO audits.
- Training - provide training to new employees on use of operations systems, support the delivery of training to frontline staff via online platforms.
What you'll bring
You don't need to wear gloves and carry a mop—but you do need a sharp eye, personable approach, and a love for delivering the highest standard of customer service in everything you do.
- Certificate IV or Diploma in Business Administration, Office Management, or a related discipline/experience.
- Minimum 3–5 years' experience in an administration, operations coordination, or customer service role.
- Strong relationship building and management skills.
- Familiar with client service systems, the Microsoft Office Suite, Sharepoint (plus if you have a knowledge of Lucidity)
- A proactive communicator who isn't afraid to pick up the phone and solve problems
- A positive, team-oriented vibe—because we're all in this together
What's in it for you?
- A supportive, fun-loving team that makes work feel like play (most days )
- Ongoing development and learning opportunities
- Access to wellness programs, team lunches, and office events
- A chance to contribute to a growing, purpose-driven company
Ready to join us?
If you are someone who believes that exceptional customer service should be a standard for every business, values teamwork, and shares our commitment to excellence, we want to hear from you Join us in bringing total peace of mind for our valued clients across Australia.
To apply, please submit your resume outlining your experience and why you would be a great fit for our team. We look forward to welcoming you aboard
At ACS, we embrace a diverse and inclusive workforce, welcoming the varied life experiences and perspectives of employees, irrespective of age, gender, ethnicity, religion, cultural background, disability or sexual orientation. Indigenous Australians, Torres Strait Islander people and minority groups are encouraged to apply.
