The Bookkeeper / Customer Service Lead is a critical operational role responsible for managing the full customer lifecycle from onboarding through to lease completion and cabin collection.

This position sits at the centre of the business, ensuring accurate financial management, strong customer communication, disciplined process execution, and high data integrity across our CRM and accounting systems.

This is a long-term role suited to someone who wants to grow with the company and contribute to continuous improvement. We love to invest in our people and we're a family business that wants to build a cohesive, fun work environment. 

Key Responsibilities

Customer Lifecycle Management

• Manage customer onboarding and account setup

• Oversee documentation flow including contracts, WINZ paperwork, bonds and redirection forms

• Maintain ongoing account management throughout the lease term

• Coordinate off-hire process and cabin collection at lease completion

Bookkeeping and Financial Management

• Manage weekly payment monitoring and reconciliation

• Maintain accurate records within Xero

• Monitor arrears and proactively manage collections

• Ensure customer accounts are current and accurately maintained

CRM and Systems Management

• Manage CRM data integrity and workflow accuracy

• Ensure all customer records are complete, up to date and compliant

• Identify process gaps and recommend operational improvements

• Support management with reporting and system insights

Customer Service Leadership

• Communicate professionally and confidently with customers

• Provide clear guidance regarding payments, documentation and account requirements

• Maintain firm but respectful communication when managing arrears

• Ensure a smooth and structured customer experience from start to finish

Required Skills and Experience

• Proven bookkeeping experience

• Strong working knowledge of Xero

• Experience managing customer accounts and payment flows

• High attention to detail and process discipline

• Ability to manage CRM systems and maintain clean data

• Strong written and verbal communication skills

• Ability to identify inefficiencies and suggest practical improvements

Desirable Experience

• Previous experience working in New Zealand or Australia

• Understanding of local compliance, rental agreements or government payment processes

Personal Attributes

• Clear and progressive thinker

• Highly organised and structured

• Commercially aware

• Self-managing and accountable

• Long-term mindset with commitment to stability and growth