AO3 Maintenance Support Officer

Kingston Human Capital; Mackay Regional; On-site; AUD 58,000 - 83,000; Full time

Benefits offered by this job

Mackay Location

Contract up to January 2027

$51.12 per hour + 12% superannuation

Weekly pay

Job summary

Kingston Human Capital is looking for an experienced Customer Service Officer to join a busy Queensland Government maintenance coordination team in Mackay. You’ll thrive in a fast-paced environment, handle high volumes of calls, and coordinate maintenance across government-owned properties.

You will manage inquiries, prioritise requests, liaise with contractors and internal stakeholders, and maintain accurate records across multiple systems.

Qualifications

• Experience in a high-volume, fast-paced customer service or administrative environment.
• Experience managing a high volume of inbound and outbound calls, emails and customer enquiries.
• Strong multitasking and prioritisation under pressure.
• Excellent telephone manner and handling difficult customers.
• Proactive, team-focused attitude and willingness to learn.

Responsibilities

• Manage a high volume of inbound and outbound customer calls in a busy environment.
• Respond to customer enquiries and coordinate maintenance requests received via phone, email and online portals.
• Action and manage a high-volume shared inbox, ensuring enquiries and requests are prioritised and responded to efficiently.
• Coordinate maintenance requests across a diverse portfolio of government-owned properties.
• Liaise with contractors, suppliers and internal stakeholders to arrange maintenance works, monitor progress and follow up on outstanding requests.
• Handle challenging customer conversations professionally, demonstrating patience and resilience.
• Accurately update internal systems, maintain records and process work orders and documentation.
• Manage multiple competing priorities, adapting quickly to changing demands and urgent requests.
• Work collaboratively with a busy team to achieve service delivery targets and maintain high customer service standards.

Skills

High-volume customer service

Multitasking

Telephone etiquette

Conflict resolution

Adaptability

Attention to detail

CRM software

Microsoft Office

Tools

CRM software

Microsoft Office

Job description

About the Opportunity

An exciting opportunity is available for an experienced and resilient Customer Service Officer to join a busy Queensland Government maintenance coordination team.

This isn't your typical customer service role! We're looking for someone who genuinely thrives in a fast-paced, high-pressure environment, enjoys being busy and can confidently juggle multiple priorities throughout the day.

Working within a high-volume service delivery team, you'll be responsible for managing customer enquiries, coordinating maintenance requests and liaising with contractors and stakeholders to ensure essential maintenance services are delivered efficiently across government-owned properties and facilities.

With a constant flow of phone calls, emails and competing priorities, you'll need to be adaptable, solutions-focused and comfortable thinking on your feet.

What You'll Be Doing

• Manage a high volume of inbound and outbound customer calls in a busy environment.
• Respond to customer enquiries and coordinate maintenance requests received via phone, email and online portals.
• Action and manage a high-volume shared inbox, ensuring enquiries and requests are prioritised and responded to efficiently.
• Coordinate maintenance requests across a diverse portfolio of government-owned properties.
• Liaise with contractors, suppliers and internal stakeholders to arrange maintenance works, monitor progress and follow up on outstanding requests.
• Handle challenging customer conversations professionally, demonstrating patience, resilience and strong conflict resolution skills.
• Accurately update internal systems, maintain records and process work orders and documentation.
• Manage multiple competing priorities, adapting quickly to changing demands and urgent requests.
• Work collaboratively with a busy team to achieve service delivery targets and maintain high customer service standards.

About you

• Previous experience in a high-volume, fast-paced customer service or administrative environment is essential.
• Experience managing a high volume of inbound and outbound phone calls, emails and customer enquiries.
• Strong multitasking skills with the ability to switch between tasks, manage interruptions and prioritise urgent requests.
• Excellent telephone manner and the confidence to manage difficult or frustrated customers professionally.
• A resilient, adaptable and positive personality who genuinely enjoys working in a busy environment.
• Strong attention to detail and the ability to maintain accuracy while working under pressure.
• Excellent communication, problem-solving and organisational skills.
• Confidence using multiple computer systems and managing large volumes of information.
• A proactive, team-focused attitude and willingness to learn.

Experience in call centres, insurance, maintenance dispatch, work order coordination or high-volume professional services environments will be highly regarded.

Previous Queensland Government experience is not essential. We're more interested in finding someone with the right attitude, resilience and experience working in a genuinely fast-paced environment.

Benefits

• Mackay Location
• Contract up to January 2027, possible extension
• $51.12 Per Hour + 12% Superannuation (PAYG Agency Contractor)
• 36.25 hours per week, Monday to Friday
• Weekly pay cycle