Ao3 Maintenance Support Officer

Michelle Sneesby - Founder and Managing Partner; Townsville City; Sur place; AUD 58 000 - 83 000; Plein temps

Résumé du poste

Empire Group in Townsville is seeking an experienced customer service officer to join the Maintenance Response Centre, supporting the North Queensland region. This full‑time temporary contract role blends phone-based support with administrative duties and requires delivering excellent service to customers and stakeholders.

You will manage inquiries, raise work orders, maintain records, and liaise with trades and suppliers to action maintenance requests promptly.

Qualifications

• Experience in a call centre or high-volume customer service environment.
• Strong communication and customer service skills.
• Ability to work independently and learn new processes.
• Negotiation and dispute resolution skills when needed.

Responsabilités

• Answer incoming customer and stakeholder enquiries, delivering high level customer service across phone and administrative channels
• Maintain accurate records and update information systems
• Raising work orders
• Liaising with customers, trades and suppliers to ensure maintenance requests are actioned in a timely manner
• Compile documents, reports, and correspondence with a high level of accuracy
• Manage general administrative duties to support daily operations
• Apply negotiation and dispute resolution skills to manage challenging conversations where required

Connaissances

Call centre experience

Customer service

Communication skills

Description du poste

• AO3 Maintenance Support Officer – Call Centre
• Construction & Maintenance Division
• Hourly Rate: $51.12 per hour + superannuation
• QLD Government opportunity
• Full-time temporary contract

About the Role

We are seeking an experienced customer service officer to join a busy Maintenance Response Centre supporting the North Queensland 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, managing enquiries, maintaining accurate records, and ensuring service requests are processed efficiently.

Key responsibilities

• Answer incoming customer and stakeholder enquiries, delivering high level customer service across phone and administrative channels
• Maintain accurate records and update information systems
• Raising work orders
• Liaising with customers, trades and suppliers to ensure maintenance requests are actioned in a timely manner.
• Compile documents, reports, and correspondence with a high level of accuracy
• Manage general administrative duties to support daily operations
• Apply negotiation and dispute resolution skills to manage challenging conversations where required

About You

• Previous experience in a call centre or high-volume customer service environment.
• Experience within construction, insurance repairs or property maintenance knowledge is advantageous
• Excellent customer service and communication skills
• Confidence managing challenging situations and responding calmly under pressure
• Ability to work independently and learn new processes through on-the-job training
• Ability to think outside the square and resolve issues efficiently.

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.