Ao3 Maintenance Support Officer

Michelle Sneesby - Founder and Managing Partner; Mackay Regional; On-site; AUD 58,000 - 83,000; Full time

Job summary

Empire Group is seeking an experienced Customer Service Officer to join the Maintenance Response Centre serving the Mackay region. You will be the first point of contact, coordinating responsive maintenance for government owned assets and housing properties while handling phone inquiries and administrative tasks.

Ideal candidates will have call centre experience, insurance repairs or property maintenance knowledge, and proficiency in Microsoft Office.

Qualifications

• Experience in customer support, preferably in a call centre or high-volume environment.
• Insurance repairs or property maintenance experience is highly regarded.
• Intermediate proficiency with Microsoft Office – including Excel.
• Strong time management and decision-making ability.

Responsibilities

• Coordinate and liaise with contractors and various trades to arrange a variety of maintenance for government owned properties
• Provide responsive customer support by coordinating maintenance requests received through phone, email and online portals.
• Raising work orders
• Liaise with customers, contractors and internal stakeholders to ensure maintenance works are actioned efficiently, progress is monitored, and customers are kept informed throughout the service delivery process
• Accurately record and manage customer requests in internal systems
• Provide a high-level of customer service
• Data entry and general administration support as required

Skills

Customer support

Call centre

Excel

Tools

Microsoft Office

Job description

• AO3 Maintenance Support Officer - Call Centre
• Construction & Maintenance Division
• $51.12 per hour + superannuation
• 2 x positions available
• QLD Government
• Immediate start available
• Initial contract to 29/01/2027 + highly likely ongoing contract

The Role

We are seeking an experienced customer service officer to join a busy Maintenance Response Centre supporting the Mackay region. This role is ideal for someone who enjoys working in a fast-paced environment, thrives on delivering excellent customer service and can balance phone-based support with a variety of administrative tasks.

You will be the first point of contact for customers and stakeholders, providing a high level of customer support in coordinating responsive maintenance for government owned assets and housing properties.

Your duties will include

• Coordinate and liaise with contractors and various trades to arrange a variety of maintenance for government owned properties
• Provide responsive customer support by coordinating maintenance requests received through phone, email and online portals.
• Raising work orders
• Liaise with customers, contractors and internal stakeholders to ensure maintenance works are actioned efficiently, progress is monitored, and customers are kept informed throughout the service delivery process
• Accurately record and manage customer requests in internal systems
• Provide a high-level of customer service
• Data entry and general administration support as required

You

The ideal candidate will have:

• Demonstrated experience in customer support (experience in a call centre/high volume customer service environment)
• Insurance repairs or property maintenance experience is highly regarded
• Intermediate proficiency across Microsoft Office – including Excel
• Demonstrate high level interpersonal skills including negotiation, minimisation of aggression and dispute resolution as appropriate
• Exceptional customer service and active listening skills
• Understanding and striving to meet or exceed call centre metrics
• Strong time management and decision-making ability

At Empire Group, we value diversity and are committed to equitable recruitment. We encourage Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, people with disability, and other underrepresented groups to apply. Our focus is on creating fair, accessible, and culturally safe recruitment processes that genuinely reflect and respect the communities we serve.
Reference number: 1699109
Profession:GovernmentGovernment

Company: empire group
Date posted: 20th Oct, 2026