Customer Delivery Lead

About the role

The Customer Delivery Lead is the primary point of contact for clients from the moment a new job has been confirmed through service delivery to completion. Based in the Hamilton office, you'll own the end-to-end delivery experience: coordinating logistics and scheduling, communicating with a wide range of internal team members and external customers and making sure every client feels looked after by a real person, not an inbox. You'll report directly to the General Manager and work closely with the sales and operations team to keep jobs running smoothly and clients happy.

Key responsibilities

• Own the end-to-end experience for all clients from initial booking through to job completion and follow-up
• Coordinate logistics and scheduling across jobs, making sure the right people and resources are in the right place at the right time
• Work effectively with a wide range of stakeholders (clients, crews, suppliers and management), with a proven track record of coordinating multiple moving parts at once
• Proactively call clients to confirm time slots and gather the key information needed for each job
• Be the client's main point of contact, resolving questions and issues directly rather than deferring or escalating unnecessarily
• Call clients after jobs are completed to ask for feedback and request Google reviews
• Maintain accurate, up-to-date reporting on jobs, scheduling and client interactions, supporting the sales and operations team
• Support the wider operations team as needed to keep service delivery running smoothly
• Flag risks, delays or recurring issues early so they can be managed proactively rather than reactively
• Keep the job diary, schedules and client records accurate and up to date across all active and upcoming jobs

About you

• A can-do, proactive attitude: you take ownership and follow things through rather than sitting back and waiting
• A confident, direct communicator who takes ownership of client contact rather than relying on email
• A proven track record working effectively with multiple stakeholders in a coordination, scheduling or client service role
• Strong organisational and administrative skills, with the ability to juggle logistics, scheduling, reporting and day-to-day admin all at the same time
• Experience with Microsoft Office (Outlook, Excel, Word) or similar software
• Clear, professional written and verbal communication skills
• Comfortable working in a small team, small office environment; happy to muck in and support colleagues beyond your own patch when needed
• Desirable: Experience in logistics, scheduling, field services, trades or a similar operations-coordination environment
• Desirable: Experience gathering customer feedback or managing online reviews (e.g. Google reviews)
• Desirable: Proven track record in a phone based customer service or sales support role