Client Relations Coordinator (Assistant Strata Manager)

About the Role

The Client Experience Coordinator works alongside the Strata Manager to keep the day-to-day running of client relationships smooth, organised, and responsive. This role is the first point of contact for owners and committees — triaging enquiries, coordinating maintenance, and helping the business consistently meet its one-business-day response commitment. It's a hands-on, client-facing role focused on proactive organisation rather than reactive firefighting.

Beyond the core responsibilities, this role offers the potential to grow and evolve as the company expands, offering room to build your place within it - where you start isn't necessarily where you'll stay for years to come. It's suited to someone ambitious, with an active mind that's always looking for smarter ways to do things and help drive company growth.

Key Responsibilities

Enquiry Triage

• Monitor incoming client enquiries across all channels, assess urgency, and action or escalate appropriately

Maintenance Coordination

• Log, track and follow up on maintenance requests

• Keep jobs moving and flag anything overdue or at risk

• Liaise with contractors and service providers to obtain quotes, confirm scheduling, and track job completion

Phone Support

• Act as backup phone contact, fielding calls when the Strata Manager is unavailable

• Maintain a professional, courteous phone manner and take detailed messages for follow-up

Response Drafting

• Draft responses to client queries for the Strata Manager's review and approval before sending

Response-Time Tracking

• Keep on top of the one-business-day response target, flagging anything approaching the deadline

Client Organisation

• Maintain organised, up-to-date records for each client group so the Strata Manager can work proactively rather than reactively

• Maintain and update client and property records within the business's strata management software, ensuring accuracy and version control

• Build and maintain a strong working knowledge of each client group, including property details, key contacts and history

Proactive Flagging

• Surface recurring issues, upcoming deadlines, or at-risk targets before they become problems

• Recognise patterns between one-off and recurring issues, flagging trends to the Strata Manager

General Support

• Provide general administrative support and assist with ad hoc tasks as directed, to ensure the smooth day-to-day running of the business

Requirements and Skills

Essential

• Minimum 2 years' experience in an administrative or operations support role.

• Prior experience in strata management or property management

• Demonstrates strong ownership of the role, takes initiative, and actively contributes to the portfolio beyond administrative tasks and simply following instructions.

• Strong written and verbal English communication skills

• High attention to detail and a proactive, organised approach to work

• Ability to manage multiple tasks, follow processes and meet deadlines independently

• Proficiency in Microsoft Office 365 (Word, Excel, Outlook) and confidence learning new software platforms

• Confident, professional phone manner with experience handling inbound and outbound calls

Desirable (Nice to Have)

• Experience working with Australian businesses or in an offshore support capacity

• Experience using strata or property management software (e.g. StrataMax, Strata Master, MRI, or similar)

• Experience or strong interest in improving workflows and processes through smarter ways of working, including exploring AI and technology to drive efficiencies.

Hardware and Software Requirements (BYOD)

This is a work-from-home, bring-your-own-equipment (BYOE) role. Applicants are required to provide their own work dedicated equipment that meets the following Hardware and Software Requirements:

• Laptop Set up and Windows OS environment

o     Minimum: Intel Core i5 8th gen and above, or equivalent

o     Operating System: Windows 11 Home/Pro — 64-bit (Genuine)

• Memory: 8GB RAM or more

• Anti-virus installed on the device

• Internet: Minimum 100 Mbps (DSL/Fibre only). LTE accepted as backup connection only.

• Laptop battery: Must last at least 1 hour on a full charge

• Power backup required

• Headset with microphone and noise cancellation (Jabra or Plantronics recommended)

• Dual monitors required

Work-from-Home Setup: A quiet, dedicated and distraction-free workspace suitable for performing the role during working hours.