Back-Office Administrator (Operations & Administration)

About the Role

This is a single, foundational back-office role: one person holding the administration of a business that is currently run out of two people's heads, working closely with the Director and the Operations Manager.

This role is never asked to make a technical or trade call. Every decision point is supported by a lookup table, a written procedure, or a named person to escalate to — if something needs an electrician's judgement, it goes to the Operations Manager. Nothing goes out to a customer that the Director has not seen.

Primary Purpose

To hold and run the day-to-day administration of the business — enquiries, records and compliance registers — accurately and on time, and to help build the systems, procedures and templates that let the business run without depending on any one person's memory.

Key Responsibilities

Enquiries & Job Setup

• Triage incoming enquiries (enquiries inbox and Gmail) and forward them to create jobs in ServiceM8

• Check new enquiries against existing customer records to avoid duplicates

• Chase the photos and questions a job needs before it can be quoted

Records & Systems

• Maintain ServiceM8 forms and job templates

• Maintain client and site records

• Maintain the Trello boards and card hygiene

Documentation

• Draft and maintain standard operating procedures (SOPs) — the Director reviews and signs off

• Record walkthrough videos (Loom) for key processes

Compliance & Registers

• Maintain a register of who holds which licence, ticket and clearance, with expiry dates

• Maintain insurances and client compliance portals

• Support Working With Children Checks and police checks for relevant sites

• Renew workers compensation and obtain the certificate of currency

Projects & Continuous Improvement

• Support the Director on projects that make the business run better — identifying what is slow, duplicated or missing, and fixing it (frequently using Claude and other AI tools)

• Projects happen once standing work is complete, not instead of it

Phase Two (Introduced Later, Not at the Start)

Once phase one is running smoothly — expected from around November — the role may expand to include quoting, scheduling, purchasing, vehicle and asset administration, and marketing administration. Nothing in phase two lands until phase one is running properly.

Qualifications and Experience

Required Experience

• 3+ years' experience as a virtual assistant, executive assistant, or in an operations/administration role

• Able to work full time on core hours aligned to Australian business hours (8:00am–4:00pm AEST)

Required Skills

• Process-driven — writes the procedure down the second time a task is done

• Highly organised — holds the list and notices what has been dropped

• Careful and accurate — meticulous with data entry, records and detail; small errors compound in administrative work

• Comfortable asking rather than guessing

• Strong written English — customer emails go out in the business's name

Highly Desirable

• Real, hands-on experience with Claude — Claude Code, files and projects, connecting it to other systems. This is the single factor most likely to make an application stand out

• Prior experience in an operations role, or supporting business operations more broadly

• Experience creating or writing SOPs (standard operating procedures)

• ServiceM8 experience — an advantage, not a requirement; full training is provided

• A background in a trade, construction or field services business

• Familiarity with Trello, Google Workspace, or similar systems