Work Schedule: This role is expected to align with the AU business hours (approx. 9 AM - 5 PM, Monday to Friday) for collaboration, but as a contractor, you’ll have flexibility in how you manage your time.
Who We Are: At Hunt St , we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote so you'll be able to work from home.
Who The Client Is: Our client is a growing Australian hospitality and restaurant group with a network of venues operating across multiple locations, supported by a central corporate team.
The business has built its reputation around delivering a distinctive dining experience, combining quality food, strong service, and a lively venue environment. With a large and diverse workforce across corporate and franchised locations, the business places a strong emphasis on people, operational standards, compliance, and creating a positive employee experience.
Role Overview: The Operations Support Coordinator is the first point of contact for franchise and corporate site requests. The role manages the Operations support desk and makes sure every request is acknowledged, prioritised and resolved within agreed response times.
It also provides executive support to the Head of Operations and administrative support to the Operations team. You’ll work directly to the Head of Operations and closely with Franchise Partners, Venue Leaders and Support Office departments.
Key Responsibilities:
Franchise Partner Support Desk
Manage the Operations support desk inbox and ticketing system as the single point of entry for all site enquiries.
Triage every request by category and priority, resolving straightforward requests directly using the FAQ / Knowledge Sheet or published policy.
Apply previous decisions from the Precedent Log to repeat requests, and escalate new or complex requests to the Head of Operations.
Route requests to the correct Support Office Help Desk (IT, Supply Chain, Finance, People & Culture, Retail, Development, Facilities) and track them through to resolution.
Track performance against agreed target response times, and prepare response time reporting for Quarterly Business Reviews.
Maintain the Precedent Log, review request trends monthly and draft FAQ updates for approval.
Produce a monthly report on repeat requests and emerging issues across the network.
Track audit schedules and results, and follow up outstanding actions with sites.
Executive and Team Support
Provide administrative support to the Head of Operations.
Prepare meeting packs, agendas, minutes and follow-up actions.
Prepare presentations and documents to brand standards (PowerPoint, Excel and Word).
Maintain operational calendars, action registers and project timelines.
Required Skills and Qualifications:
Experience in operations coordination, project coordination or business administration.
Experience with a ticketing or help desk system (FreshDesk, Zendesk or similar) is highly regarded.
Hospitality, retail, franchise, or multi-site experience is highly regarded.
Advanced Microsoft Office skills, particularly Excel and PowerPoint.
Strong written English for clear, professional communication with venue owners and leaders.
Strong analytical, communication and problem-solving skills.
Sound judgement on when to resolve, when to route, and when to escalate.
Experience working with multiple stakeholders across geographically dispersed locations.
Strong organisational and time management skills.
Highly organised, proactive and able to manage multiple priorities in a fast-paced environment.
Work Arrangement & Expectations:
This is a remote role that will be set up as an independent contractor engagement.
To ensure alignment and transparency, successful candidates will be expected to:
Disclose any existing ongoing roles or client work
Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)
