Aviation On-Site Customer Service & Ops Officer

BGIS, Aviation Client; Sydney; On-site; AUD 51,000 - 69,000; Full time

Benefits offered by this job

Spot recognition vouchers

Employee referral bonus

Flare discounts

Fitness Passport

Employee discounts

Flu vaccination vouchers

Work180 endorsement

Internal mobility and career growth

Job summary

BGIS is seeking a Customer Service Officer to support maintenance service requests at Mascot Airport. You’ll be based on-site with the client and BGIS team and be part of our National Operations Centre based in Adelaide, reporting to the Team Leader there.

This role involves handling calls and emails, logging requests in CMMS, and communicating with stakeholders to keep work orders progressing within agreed SLAs, while ensuring safety and quality standards across the site.

Qualifications

• Experience in a customer service centre, call centre, or operations centre.
• Experience using CMMS or service management platforms.
• Strong understanding of customer service principles.
• Warm and professional telephone manner with listening skills.
• High attention to detail and accurate data entry.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Comfortable adapting to change and prioritising tasks.
• Confident working on-site with one team while reporting to another location.
• On-site work preference with full working rights in Australia.
• Experience in facilities management, aviation, or similar complex environments.
• Experience in KPI-driven service environments.

Responsibilities

• Respond to incoming calls, emails and service requests from clients.
• Log and manage maintenance requests using CMMS.
• Interpret and action requests within service levels and timeframes.
• Provide timely updates on work order progress.
• Liaise with service providers and facilities managers to resolve issues.
• Maintain accurate records and customer information.
• Prepare reporting on service levels and KPIs.
• Build positive relationships with the client team and contractors.
• Ensure compliance with BGIS procedures and WHS requirements.
• Participate in team meetings and contribute to a supportive environment.

Skills

Customer service orientation

CMMS experience

Microsoft Office

On-site teamwork

Listening & questioning

Education

High School Certificate

Certificate IV in Customer Service

Tools

CMMS platforms

Job description

BGIS is seeking a Customer Service Officer to support maintenance service requests at Mascot Airport. You’ll be based on-site with the client and BGIS team and be part of our National Operations Centre based in Adelaide, reporting to the Team Leader there.

This role involves handling calls and emails, logging requests in CMMS, and communicating with stakeholders to keep work orders progressing within agreed SLAs, while ensuring safety and quality standards across the site.