Client Services & Administrative Coordinator

Client Services & Administrative Coordinator

Overview:

We are seeking a dynamic, organized, and detail-oriented individual to join our team as a Client Services & Administrative Coordinator. This role is central to managing all client interfacing administrative and customer service duties across our programmes, ensuring smooth operations and excellent service delivery. The successful candidate will also provide support to the Management Team in various human resource and administrative functions.

Key Responsibilities:

Client Services & Programme Administration

• Registration & Intake:

  • Manage and maintain the registration list for all programmes.
  • Ensure that all registrants are placed in the programme for the correct month and maintain an up-to-date waiting list.
  • Ensure all parents have confirmed participation by paying the monthly fee via the accepted payment channels.
  • Create and maintain swimmer files for all new students, updating with promotions and parent communications.

• Class Capacity Maintenance:

  • Manage class attendance to ensure full capacity throughout the month.
  • Contact swimmers who have missed two consecutive classes to re-establish their participation or reassign the spot to a registrant from the waiting list.

• Parent Communication:

  • Own and manage all communication with parents, ensuring it is clear and timely.
  • Send orientation emails to new parents and handle follow-up communication regarding missed classes or special arrangements.
  • Provide monthly updates on “What’s happening @ Aquaworx”.
  • Manage WhatsApp groups, ensuring parents are added/removed based on placement or promotions.
  • Directly engage with parents and swimmers on-site to ensure their needs are met.
  • Manage the Parent Suggestion Box and report on raised issues every Monday.

• Payment Records Management:

  • Track and manage all payments for the programmes, ensuring accurate and timely updates to each child’s payment record.
  • Follow up on outstanding payments, ensuring communication with parents by week two of the month.
  • Maintain a log of daily payments in the payments book for proper record-keeping.

Human Resource Support

• Employee File Management:

  • Maintain up-to-date employee files, ensuring that contracts, memos, and monthly invoices are properly signed and stored.

• Instructor Scheduling:

  • Manage and update the quarterly work schedule for instructors across all programmes.

• Remuneration Invoices:

  • Track and monitor instructor hours (on-site and off-site).
  • Submit instructor invoice summaries by the 26th of each month for payroll processing.

• New Hire Assistance:

  • Assist with setting up interviews during hiring periods (approximately twice a year).

• Team Activities:

  • Assist in organizing team activities, including monthly meetings, one-on-one sessions, and team retreats.
  • Coordinate the annual renewal of team shirts (every January).

Qualifications & Skills:

• Proven experience in administrative and customer service roles, ideally in a service-oriented or educational environment.
• Strong organizational skills with an ability to manage multiple tasks and deadlines effectively.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to maintain accurate records.
• Comfortable using various software tools for scheduling, communications, and data management.
• A team player with a proactive attitude and the ability to work independently.
• Experience in basic HR functions such as managing employee files and assisting with payroll processing is a plus.