AO3 Maintenance Support Officer

Empire Group; Maryborough; On-site; AUD 58,000 - 83,000; Full time

Job summary

Empire Group is seeking a Maintenance Support Officer for the Call Centre in Maryborough, Queensland. The role supports government-owned properties, handling maintenance requests with accuracy and professional service in a busy centre.

You will liaise with tenants, schools and stakeholders, process work orders, and maintain records while contributing to KPI-driven performance. A contract to 29/01/2027 with potential extension.

Qualifications

• Experience in a call centre, customer service or administration environment.
• Strong communication and interpersonal skills.
• Excellent data entry and typing accuracy.
• High attention to detail and ability to manage priorities.
• Excel proficiency within MS Office.
• Experience processing work orders or coordinating maintenance requests.
• Understanding of building/construction/maintenance industry (desirable).

Responsibilities

• Respond to incoming maintenance requests via phone, email and portals.
• Provide high-quality customer service and support to customers requiring property maintenance assistance.
• Assess, action and monitor maintenance enquiries in line with service standards and KPIs.
• Create and manage work orders with a high level of accuracy.
• Maintain and update records, databases and information systems.
• Liaise with contractors, suppliers and internal stakeholders regarding maintenance activities.
• Assist with reporting and general administrative duties.

Skills

Call centre experience

Customer service

Interpersonal skills

Typing accuracy

Attention to detail

Multi-tasking

Communication

Tools

MS Office Suite

Excel

Data entry software

Job description

• AO3 Maintenance Support Officer – Call Centre
• Construction & Maintenance Division
• QLD Government opportunity
• Hourly Rate: $51.12 per hour + superannuation
• Initial contract to 29/01/2027 + highly likely ongoing contract extension
• Maryborough

About the Role

An exciting opportunity is available for an experienced Customer Service Officer to join a busy Maintenance Response Centre supporting government-owned properties and facilities. Working within a close-knit team, you will provide high-level customer service and administrative support while coordinating maintenance requests from a diverse range of customers including tenants, schools and other stakeholders.

This role is ideal for someone who thrives in a fast-paced call centre or customer service environment and enjoys balancing customer interactions with accurate administrative processing.

Key Responsibilities include:

• Respond to incoming maintenance requests via phone, email and portals.
• Provide high-quality customer service and support to customers requiring property maintenance assistance
• Assess, action and monitor maintenance enquiries in line with service standards and KPIs
• Create and manage work orders with a high level of accuracy
• Maintain and update records, databases and information systems
• Liaise with contractors, suppliers and internal stakeholders regarding maintenance activities
• Assist with reporting and general administrative duties

About You

To be successful in this role, you will demonstrate:

• Previous experience in a call centre, customer service or administration environment
• Strong communication and interpersonal skills
• Excellent data entry and typing accuracy
• High attention to detail and ability to manage competing priorities
• Intermediate experience across MS Office Suite, including Excel.
• Ability to remain calm and professional when managing challenging customer interactions
• Experience processing work orders or coordinating maintenance requests will be highly regarded
• Understanding of the building, construction or maintenance industry (highly desirable)

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.