WFH Operations and Administration Coordinator (Microsoft Dynamics CRM)

Job Overview

Our client is seeking a highly organized and detail-oriented Operations and Administration Coordinator to support daily business operations, manage enquiries and support requests, coordinate events and projects, maintain SOPs and operational records, and assist with internal communications. The ideal candidate has strong administrative and communication skills, sound judgment, and the ability to manage multiple priorities independently in a remote environment.

Schedule

• Monday - Friday, 9:00 AM - 5:00 PM AEST (40 work hours per week)

Responsibilities

Lead and Enquiry Management:

• Research, qualify, and process incoming leads from websites, email, and other channels daily.
• Answer incoming calls through the 1800 number, record enquiries in the CRM, and qualify new leads according to established processes.
• Manage shared inboxes covering leads, general enquiries, client surveys, and support requests.
• Assist with speaker bureau enquiries, lead management, and related administrative tasks.
• Ensure enquiries are accurately recorded, appropriately assigned, and followed up within agreed timeframes.

Support Request Management:

• Monitor and manage requests submitted through the internal support portal, coordinating follow-ups and ensuring timely resolution.
• Liaise with internal teams and external stakeholders regarding ICT, talent, CRM, operational, and business support matters.
• Maintain accurate records of support requests, recurring issues, and resolutions.
• Escalate urgent or complex matters to the appropriate stakeholders.

Client Surveys and Customer Experience:

• Coordinate the distribution of client surveys and manage follow-up activities.
• Collate survey responses, share feedback with relevant stakeholders, and prepare reports as required.
• Maintain organized records of survey results and feedback.
• Support initiatives to improve the experience of clients, talent, consultants, and internal stakeholders.

Events and Event Support:

• Provide administrative support for sponsored and internal events, including contract administration, talent coordination, communications, preparation, and logistics.
• Coordinate event deliverables and maintain documentation for post-event reporting and return-on-investment reviews.
• Organize briefing sessions, coordinate talent requirements, and manage event-related requests.
• Liaise with relevant stakeholders to ensure event requirements and deadlines are met.

Operations, Registers, SOPs, and Training:

• Establish, maintain, and report on operational registers, including administration fee waivers, ICT requests, and other business records.
• Develop, document, review, and update SOPs, workflows, and operational guidelines in consultation with the Head of Operations.
• Assist in developing training materials, documentation, and internal learning programs.
• Coordinate Lunch & Learn sessions and other internal training and knowledge-sharing activities.
• Ensure operational documentation remains accurate, consistent, and accessible.

Internal Communications and Intranet Management:

• Develop, coordinate, and distribute the internal newsletter.
• Maintain intranet pages and internal information hubs, ensuring content is accurate, current, and easy to access.
• Assist with ongoing intranet development, content management, and functionality improvements.
• Coordinate internal announcements and communications as directed by the Head of Operations.
• Ensure internal communications are clear, professional, and aligned with business requirements.

Project Support and Business Improvement:

• Provide administrative and coordination support for operational projects and business improvement initiatives.
• Assist with SharePoint migration, intranet development, CRM enhancements, systems implementation, and process changes.
• Track project actions, milestones, documentation, and deliverables.
• Follow up with stakeholders to ensure deadlines and agreed actions are completed.
• Identify opportunities to improve administrative workflows, operational efficiency, and documentation.

Client Services and Leave Coverage:

• Provide overflow support and leave coverage for the Client Services team when required.
• Assist with contract administration, travel coordination, bookings, and related documentation.
• Support client service activities while maintaining professional communication and accurate records.
• Work collaboratively with team members to ensure continuity of service during periods of increased workload or staff absence.

Requirements

• Intermediate to advanced proficiency in Microsoft 365, including Outlook, Word, Excel, PowerPoint, Teams, and SharePoint.
• Experience with Microsoft Dynamics CRM or a comparable CRM, shared inboxes, support portals, databases, and business applications.
• Proven experience in office administration, operations coordination, executive assistance, or business support, including managing enquiries, CRM records, and competing priorities.
• Strong customer service and stakeholder management skills, with excellent written and verbal communication, professionalism, empathy, and sound judgment.
• Excellent organizational, time management, and problem-solving skills, with high attention to detail and the ability to prioritize tasks and meet deadlines.
• Strong data entry, document management, reporting, and electronic filing skills, with the ability to handle sensitive and confidential information responsibly.
• Experience supporting events, projects, contracts, travel bookings, SOPs, operational registers, intranet content, newsletters, or internal communications is an advantage.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.