Responsive Maintenance Leader – Community Housing, SE Melbourne

BGIS, Community Housing and Property Services; Melbourne; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Spot recognition

Referral bonus

Flare discounts

Fitness Passport

Employee Assistance

Volunteer days

Internal mobility

Leadership programs

WORK180 endorsed

Job summary

BGIS is seeking an experienced Responsive Maintenance Manager to oversee responsive maintenance services across a community-focused residential portfolio in South-East Melbourne. Reporting to the Account Director, you will lead a team of Responsive Coordinators, coordinate subcontractors and client representatives, and ensure work orders move smoothly to meet client KPI’s.

You will thrive in a high-transaction environment with a focus on process improvement, people development, and building

Qualifications

• Experience managing customer service, call centre, scheduling or service coordination teams.
• Experience coordinating multiple stakeholders and service providers.
• Experience supporting and developing teams.
• Experience reviewing operational data and improving processes.
• Strong communication and relationship-building skills.
• Practical problem-solving and planning skills.
• Proficiency in Microsoft Office and work management systems.
• Qualification in Business Management, Operations Management, Customer Service, Facilities Management or a related discipline, or equivalent industry experience.
• Full working rights in Australia.
• Experience in facilities management, maintenance, property services or community housing.
• Experience with workflow management, CMMS or service delivery platforms.

Responsibilities

• Guide and support the Responsive Coordination Team.
• Develop and maintain clear procedures and workflows.
• Oversee the triage, allocation and completion of responsive work orders.
• Coach team members and support their development and career growth.
• Work with subcontractors to support service quality and value for money.
• Review operational data to spot trends and improve customer outcomes.
• Support the team to meet response and completion time requirements and improve WorkBuddy and related systems.
• Build positive relationships with clients, subcontractors and internal teams.
• Contribute ideas that improve customer experience and service delivery.

Skills

Customer service mgmt

Call centre coordination

Team development

Operational data review

Strong communication

Problem solving

MS Office / work systems

Education

Business/Operations Management

Facilities Management

Customer Service qualifications

Work management systems knowledge

Tools

CMMS

Workflow management software

Service delivery platforms

MS Office

Job description

BGIS is seeking an experienced Responsive Maintenance Manager to oversee responsive maintenance services across a community-focused residential portfolio in South-East Melbourne. Reporting to the Account Director, you will lead a team of Responsive Coordinators, coordinate subcontractors and client representatives, and ensure work orders move smoothly to meet client KPI’s.

You will thrive in a high-transaction environment with a focus on process improvement, people development, and building