Reactive Maintenance Coordinator – Melbourne (NCC 24/7)

Iss Global; Melbourne; On-site; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Staff discounts

L&D programs

Global career pathways

Team culture

Job summary

ISS Melbourne is seeking a Reactive Maintenance Coordinator to support Facilities Managers with real-time task status visibility, KPI/SLA adherence, supplier follow-ups, and timely updates to customers and end users. The NCC handles front-line care via phone, email, and portals, operating 24/7.

The role acts as the central coordination point for reactive maintenance, overseeing tasks across prioritised accounts from creation to closure, within a busy shared services centre at ISS Australia.

Qualifications

• Strong understanding of Microsoft 365 products, work order systems and related reporting tools.
• Experience in service coordination, facilities support, property maintenance administration, or a comparable operational environment. Preferable 3-5 years’ experience.
• Understanding of maintenance coordination processes, work order lifecycle management and reactive works administration.
• Experience managing multiple reactive work tasks, escalations, supplier follow-ups and updates while adhering to KPIs and SLAs in a high-volume environment.

Responsibilities

• Represent ISS as a professional, solutions‑focused partner supporting technical service delivery and contract performance.
• Build strong stakeholder relationships with Facilities Managers, customers, end users, suppliers and internal teams.
• Provide timely, accurate updates on reactive tasks, including status, risks, delays and required actions across phone, email and CMMS.
• Maintain high communication standards.
• Manage reactive work lifecycle from task creation and assignment through to completion and closure.
• Monitor all active works across priority levels to ensure compliance with KPIs, SLAs and escalation pathways.
• Identify and resolve blockers for tasks at risk due to access issues, supplier delays, approvals or quotation hold‑ups.
• Chase supplier performance by securing attendance, updates, completion details, service reports and quotes, escalating non‑performance when required.
• Provide structured stakeholder updates on task status, risks, required actions and expected completion timeframes, acting as a first escalation point for complex issues.
• Maintain accurate task records including prioritisation, status updates and jeopardy reporting across internal and external systems.
• Monitor all active reactive work tasks across the portfolio and identify jobs at risk of SLA or KPI breach.
• Maintain a live jeopardy register or dashboard for at‑risk (all priority levels as per relevant contract KPI matrix).
• Meet with supplier representatives as required alongside supplier performance manager.
• Scope management and budget discipline

Skills

Microsoft 365

Service coordination

Facilities support

Work order lifecycle

CMMS

Analytical skills

Communication skills

Autonomy

Tools

CMMS

Job description

ISS Melbourne is seeking a Reactive Maintenance Coordinator to support Facilities Managers with real-time task status visibility, KPI/SLA adherence, supplier follow-ups, and timely updates to customers and end users. The NCC handles front-line care via phone, email, and portals, operating 24/7.

The role acts as the central coordination point for reactive maintenance, overseeing tasks across prioritised accounts from creation to closure, within a busy shared services centre at ISS Australia.