Customer Service and Accounts Coordinator

Duties and Responsibilities

• The initial core focus of the role is to:
• Supporting existing clients with active applications
• Providing status updates and managing billing touchpoints


• Customer Service & Client Coordination 
• Act as the primary point of contact for existing clients with lodged applications
• Provide regular, clear updates on application status in line with internal processes
• Manage incoming enquiries and complaints in a calm, professional, and solutions‑focused manner
• Resolve issues where possible or escalate appropriately to senior staff
• Deliver a consistent, well‑communicated client experience throughout the lifecycle of each case


• Accounts & Billing Support
• Assist with account reconciliation and maintenance of accurate client records
• Issue invoices and follow up outstanding payments in a professional and respectful manner \
• Support the collection of payments and liaise with clients regarding billing enquiries
• Ensure accurate tracking of payments and outstanding balances


• Administration & Operational Support  
• Maintain accurate records across client files, applications, and accounts
• Support the Practice Manager and senior staff through reliable administrative execution
• Ensure tasks are completed accurately and within required timeframes
• Contribute to smooth internal workflows through structured and organized work practices 

Required Experience/Skills

• Essential
• Previous experience in an administrative, customer service, accounts, or coordination role
• Experience dealing with existing clients and ongoing cases or accounts
• Exposure to invoicing, payments, or basic account reconciliation processes
• Strong written and verbal communication skills, including confident phone communication
• High level of accuracy and attention to detail
• Desirable
• Experience in a professional services environment (e.g. legal, migration, financial, consulting, or similar)
• Familiarity with managing client files, applications, or case‑based workflows
• Experience handling customer complaints or sensitive client situations
• Soft Skills: 
• Strong organizational skills with the ability to manage routine, structured tasks
• Excellent phone etiquette and a friendly, professional communication style
• Calm, patient, and confident approach to complaint and conflict resolution
• Solutions‑focused mindset with the ability to follow through to completion
• Ability to work independently while supporting senior team members
• Reliable, consistent, and comfortable working in a process‑driven environment
• Customer‑focused, with the ability to build trust and maintain client confidence