The posting
We are looking for an Independent Contractor Service Coordinator to join our team and support the coordination of independent contractors, service jobs, warranty claims and related administration across Australia, Tasmania, New Zealand and the UK Fabb Team.
Reporting to the IC & ADW National Manager, you will play a key role in ensuring jobs and claims are managed efficiently, documentation is accurate, and contractors, suppliers, customers and internal stakeholders receive timely support.
Key Responsibilities
Contractor Management & Job Allocation
- Coordinate and schedule independent contractors throughout Australia, Tasmania, New Zealand and the UK Fabb Team.
- Allocate inspections, repairs, service calls and warranty jobs based on contractor expertise, experience, availability and geographical location.
- Ensure timely scheduling and completion of all allocated work.
- Maintain contractor availability schedules and performance records.
- Monitor contractor workloads and reassign jobs where required to meet service level agreements (SLAs) and operational requirements.
- Support service delivery through effective planning and resource allocation.
Contractor Liaison & Compliance
- Develop and maintain professional working relationships with independent contractors.
- Communicate company policies, procedures, service standards and expectations in line with Nick Scali requirements.
- Ensure inspection reports are objective, accurate, complete and free from bias.
- Review contractor reports, photographs, quotations and supporting documentation for quality and accuracy.
- Provide operational guidance and procedural support to contractors.
- Monitor contractor compliance with company standards, service requirements and quality expectations.
- Identify and escalate contractor performance concerns where necessary.
Claims Administration & Reporting
- Assess contractor reports and photographic evidence relating to lounge service, warranty and accidental damage claims.
- Upload and maintain documentation within AccuTerm, including inspection reports, photographs, quotations, tax invoices, Goods Return Authorisations (GRAs) and supporting claim documentation.
- Manage and monitor claim progression through various stages to ensure timely processing.
- Maintain accurate and up-to-date claim records.
- Ensure documentation complies with company policies and audit requirements.
Financial & Administrative Processing
- Process contractor tax invoices accurately and within established timeframes.
- Review contractor quotations and facilitate approval processes.
- Assess and process travel cost approval requests where applicable.
- Process Goods Return Authorisations (GRAs) for international supplier claims, repair claims and delivery damage claims.
- Ensure GRAs, invoices and supporting documentation are forwarded to the Creditors Team for payment processing.
- Maintain accurate financial and administrative records.
- Support compliance with company financial controls and approval processes.
Stakeholder Communication & Follow-Up
- Respond professionally and promptly to contractor, supplier, internal stakeholder and customer enquiries.
- Conduct follow-up activities relating to quote approvals, booking confirmations, service completion updates, outstanding reports and invoice submissions.
- Facilitate effective communication between contractors, suppliers, service teams, customers and management.
- Provide regular updates regarding claim status, repairs, escalations and service outcomes.
- Ensure stakeholders receive timely and accurate information.
International Supplier Coordination
- Work closely with the UK Fabb Team and international suppliers regarding repair, warranty and service-related matters.
- Operate effectively within supplier portals and internal company systems.
- Process supplier documentation, reports, GRAs and invoices in a timely manner.
- Ensure all documentation is completed accurately and meets supplier requirements.
- Support the efficient resolution of supplier-related claims and warranty matters.
Team Collaboration & Support
- Collaborate closely with the IC & ADW National Manager, National Service Manager, Resolution Case Managers, Service Team Members, Independent Contractors and International Suppliers.
- Provide coverage and operational support across the ADW function during periods of leave or increased workload.
- Assist with customer enquiries, phone calls and claim administration activities.
- Contribute positively to team goals, service performance and continuous improvement initiatives.
- Support a collaborative and customer-focused team culture.
Customer Service
- Liaise with customers through multiple communication channels, including email, Freshdesk, Microsoft Teams and telephone.
- Deliver professional, timely and customer-focused service experiences.
- Maintain high standards of written and verbal communication.
Key Performance Indicators
Success in this role will be measured through:
- Achievement of individual and team KPIs.
- Timely allocation and completion of contractor bookings.
- Claims processed within agreed service standards.
- Accuracy of claim documentation and reporting.
- Contractor compliance and performance management.
- Timely processing of invoices, quotations and GRAs.
- Customer service responsiveness and satisfaction.
- Effective stakeholder communication and follow-up.
- Accuracy and compliance within AccuTerm and associated systems.
About You
You will be a highly organised and detail-oriented professional who can effectively manage multiple priorities while maintaining strong communication with contractors, suppliers, customers and internal stakeholders.
You will be comfortable working across different systems and processes, following up on outstanding items and ensuring work progresses within required timeframes. Strong written and verbal communication, attention to detail and a customer-focused approach are essential for success in this role.
If you're looking for an opportunity where you can contribute to efficient service delivery, contractor management and customer outcomes, we'd love to hear from you!
