AO3 Maintenance Support Officer - Call Centre

Empire Group; Maryborough; On-site; AUD 59,000 - 81,000; Full time

Job summary

Empire Group in Maryborough, QLD is seeking an experienced AO3 Maintenance Support Officer - Call Centre to handle high-volume inbound calls and coordinate maintenance for government properties. The role involves creating work orders, updating records, and ensuring accurate documentation while providing excellent customer service.

This ASAP-start contract position offers a competitive hourly rate and potential extension based on performance.

Qualifications

• Experience in a high-volume customer service/call centre environment.
• Building industry knowledge such as insurance repairs or property maintenance is highly regarded.
• Strong problem-solving and de-escalation skills.
• Exceptional customer service with active listening and clear verbal and written communication.
• Strong time management and decision-making abilities.
• Proficient use of Microsoft Office (Excel, Word, Teams).

Responsibilities

• Handle incoming and outgoing customer calls to address maintenance service requests in a multi-channel environment.
• Create work orders and reports; update records and information systems.
• Arrange responsive maintenance for government properties (public housing, schools, police stations, etc.).
• Engage with callers to clarify information and de-escalate when needed.
• Use software, databases, scripts, and tools accurately; perform general administrative duties.

Skills

Call centre

Customer service

De-escalation

Communication

Time management

Tools

Microsoft Office

Job description

AO3 Maintenance Support Officer - Call Centre

• A03 Maintenance Support Officer - Call Centre
• ASAP start. Initial contract to 4th December + potential ongoing extension
• Maryborough
• $51.12 pr hour + super
• QLD Government

A large government department, is seeking an experienced customer support/call centre officer to provide support in a high-volume inbound call centre environment. You will build relationships with customers and contractors, whilst arranging for responsive maintenance for government properties.

• Arranging responsive maintenance for Government owned properties such as public housing, schools, police stations etc.
• High standards and accuracy when compiling documents, creating work orders and reports and updating records and information systems.
• Incoming and outgoing customer calls to address maintenance service requests within a multi-channel envrionment.
• Create work orders and reports.
• Engaging with callers to confirm or clarify information and calming angry customers, as needed.
• Appropriately using software, databases, scripts, and tools
• General administrative duties

You

• Experience in a high-volume customer service/call centre environment
• Building industry knowledge such as insurance repairs or property maintenance experience is highly regarded
• Problem-solving and de-escalation skills
• Exceptional customer service, active listening and verbal and written communication skills
• Strong time management and decision-making ability
• Strong computer skills across Microsoft Office including Excel, Word and Teams

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.