Dynamic Customer Service & Scheduling Manager – Expert in ServiceM8 & Plumbing Operations – Drive Customer Satisfaction & Efficient Field Service at brighthush

About brighthush

Since 1994, brighthush has been the trusted name in water filtration, water treatment, and plumbing solutions across New Zealand. With a nationwide network of specialists, we combine industry‑leading technology with hands‑on expertise to deliver practical, long‑term solutions for both residential and commercial customers. Our mission is simple: help every client enjoy cleaner water and dependable plumbing services, backed by quality workmanship, reliable service, and an unwavering commitment to customer satisfaction.

At brighthush, we believe that great service starts with great people. Our culture is built on collaboration, continuous learning, and a passion for solving real‑world problems. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a supportive environment where your ideas are heard, your growth is nurtured, and your impact is felt across the entire organization.

Role Overview

We’re looking for a proactive, detail‑oriented Customer Service & Scheduling Manager to become the linchpin of our retail plumbing and water specialist operations. In this role, you’ll be the primary point of contact for customers, orchestrating recurring maintenance bookings, managing appointments, and ensuring our technicians’ schedules run smoothly and efficiently.

You’ll play a pivotal role in guaranteeing that customers receive timely, reliable service while maximizing the effectiveness of brighthush’s central job‑management platform, ServiceM8. If you have a strong ServiceM8 background, a background in plumbing or field service operations, and a genuine passion for delivering exceptional customer experiences, we want to hear from you.

Key Responsibilities

Customer Service & Relationship Management

• Handle incoming customer calls and service enquiries with a friendly, professional tone.
• Build and nurture strong customer relationships through proactive communication and timely follow‑ups.
• Assist customers with bookings, appointment changes, service enquiries, and concerns, ensuring a seamless experience.
• Keep customers informed about appointment updates, service progress, and any changes to their scheduled maintenance.
• Follow up on quotes and recommended services to help customers arrange the maintenance they need.

Service Scheduling & Outbound Calling

• Contact customers whose recurring services are due or overdue to arrange appointments.
• Coordinate bookings for water filter changes, UV servicing, and other scheduled maintenance.
• Plan technician schedules based on location, availability, required skills, job duration, and parts availability.
• Confirm appointments, manage cancellations, and arrange rescheduling when needed.
• Maintain regular follow‑ups with customers to secure bookings and minimise missed opportunities.

ServiceM8 Management & Administration

• Maintain accurate customer, site, equipment, and job records in ServiceM8.
• Create and update jobs, assign technicians, and manage schedules and job statuses.
• Keep recurring service records up to date and ensure follow‑up tasks are completed.
• Monitor outstanding jobs, missed calls, callbacks, and overdue tasks.
• Check completed job records and coordinate the handover of information needed for invoicing.
• Identify opportunities to improve workflows, reporting, and the team’s use of ServiceM8.

Team & Technician Coordination

• Work closely with technicians to ensure they have the right job information and customer requirements.
• Escalate urgent enquiries and technical questions to the appropriate team members.
• Help keep daily operations organised, efficient, and customer‑focused.

Essential Qualifications

• 2–3 years of hands‑on ServiceM8 experience – proficiency with customer records, job creation, scheduling, recurring services, and follow‑ups.
• Background in a plumbing trade or plumbing services business, with an understanding of field service operations and common customer enquiries.
• Proven experience in customer service, outbound calling, and appointment booking.
• Excellent telephone communication and written communication skills.
• Strong organisational skills and attention to detail, with the ability to manage competing priorities.
• A proactive mindset and the confidence to follow through on tasks without constant supervision.
• Ability to work collaboratively with technicians and other team members.
• A customer‑first attitude and the confidence to handle enquiries and concerns professionally.

Preferred Qualifications

• Experience with other job‑management platforms (e.g., Jobber, Housecall Pro) – we value adaptability.
• Knowledge of water filtration and treatment systems, including UV, reverse osmosis, and whole‑house filtration.
• Previous experience in a supervisory or team‑lead role within a service‑oriented environment.
• Basic understanding of plumbing codes and safety regulations in New Zealand.
• Fluency in both English and Māori – we celebrate cultural diversity and inclusion.

Skills & Competencies

• Customer‑centric mindset with a passion for exceeding expectations.
• Exceptional communication skills – both verbal and written.
• Strong analytical and problem‑solving abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and cloud‑based scheduling tools.
• Adaptability to changing priorities and a fast‑paced environment.
• Team‑player attitude with a willingness to support colleagues and share knowledge.
• Time‑management skills that enable you to juggle multiple tasks and deadlines.

Career Growth & Learning Opportunities

At brighthush, we’re committed to investing in your professional development. As a Customer Service & Scheduling Manager, you’ll have the chance to:

• Lead cross‑functional projects that improve service delivery and operational efficiency.
• Mentor junior staff and share your expertise in ServiceM8 and field‑service best practices.
• Participate in ongoing training programs covering advanced scheduling techniques, customer relationship management, and industry‑specific knowledge.
• Progress into senior management roles such as Operations Manager, Service Delivery Lead, or even Director of Customer Experience.
• Attend industry conferences, workshops, and certification courses – we cover travel and registration costs.

Work Environment & Company Culture

brighthush is more than a workplace – it’s a community. We foster:

• Collaboration – open communication channels across all levels.
• Innovation – encouraging creative solutions to everyday challenges.
• Work‑Life Balance – flexible scheduling options and a supportive environment.
• Recognition – celebrating achievements through employee awards, shout‑outs, and performance bonuses.
• Diversity & Inclusion – a culture that values different perspectives and promotes equal opportunity.

Compensation, Perks & Benefits

While the base salary for this role is competitive and ranges up to approximately NZD 2,000 per month, we offer a comprehensive benefits package that includes:

• Health and dental insurance coverage.
• Paid time off, including public holidays and personal days.
• Employee discount program on all brighthush products and services.
• Performance‑based bonuses tied to customer satisfaction metrics and operational KPIs.
• Professional development stipend for courses, certifications, and conferences.
• Company‑sponsored team events, retreats, and social gatherings.
• Modern, ergonomic workstations and the latest technology tools.

Why Join brighthush?

When you join brighthush, you become part of a forward‑thinking organization that values integrity, innovation, and impact. You’ll work alongside passionate professionals who are dedicated to delivering top‑quality service and making a real difference in the lives of our customers. Your expertise will shape the way we schedule, deliver, and improve our services, ensuring that brighthush remains the industry leader in water filtration and plumbing solutions.

Ready to Make a Splash?

If you’re excited to bring your ServiceM8 mastery, plumbing knowledge, and customer‑first attitude to a dynamic, growth‑oriented team, we want to hear from you. Apply today and help us continue to provide clean, reliable water solutions that our customers can trust.