Responsive Maintenance Manager

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

Responsive Maintenance Manager – South-East Melbourne

Location: South-East Metropolitan Melbourne, VIC

Company: BGIS, Community Housing and Property Services

Employment Type: Permanent Full-Time, On-Site

Working Hours: Core Business Hours

We acknowledge the Traditional Custodians of the land on which we work and pay our respects to Elders past, present and emerging.

About BGIS

BGIS is a global leader in integrated facilities management, delivering innovative and sustainable solutions across property, infrastructure and essential services.

With significant growth continuing across Victoria, we are creating new opportunities to support a recently acquired client and an important portfolio of residential properties across South-East Melbourne.

Purpose of the Role

BGIS is seeking an experienced Responsive Maintenance Manager to oversee responsive maintenance services across a community-focused residential portfolio.

Reporting to the Account Director, you will lead a team of Responsive Coordinators and work closely with subcontractors, client representatives and the BGIS National Call Centre. Together you will keep work orders moving and help residents get the support they need, on time and in accordance with client KPI’s.

The ideal candidate will be experienced working in a high transaction environment – preferably in a trade-based services field. You will be target, process, and performance driven by nature, and enjoy building high-performing, collaborative teams. Developing people, improving processes, and building strong working relationships will be your areas of expertise.

Key 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 requirementsHelp improve WorkBuddy and related systems
• Build positive relationships with clients, subcontractors and internal teams
• Contribute ideas that improve customer experience and service delivery

Education, Experience & Skills

• 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

Workplace Arrangements

This is a permanent full-time position based in South-East Metropolitan Melbourne during core business hours.

On-Site, with some attendance at the regional office to support your team and stakeholders.

Why Join BGIS?

Join a newly established team supporting an important community housing portfolio, where your work makes a real difference to residents.

Key Benefits Include

• Meaningful work supporting residential properties and communities
• Career development opportunities within a global organisation
• A supportive and inclusive team environment
• Spot recognition vouchers and a $2,000 employee referral bonus
• Access to Flare discounts across retailers, energy providers, utilities and more
• Fitness Passport access for you and your family
• Employee Assistance Program and wellbeing initiatives
• Two paid volunteer days each year
• Career opportunities through secondments and internal mobility
• Leadership development through Future Leaders and Leadership Fundamentals programs
• Endorsed by WORK180 as an employer of choice for women
• Recognised as a Top 101 Workplace for Women in 2026 by WORK180

As a global leader in facilities management, asset management, project delivery and workplace solutions, BGIS manages over 50,000 client locations worldwide and employs more than 10,000 people globally. We work across some of Australia's most important sectors including Government, Healthcare, Education, Defence, Commercial Property and Critical Environments.

BGIS is an equal opportunity employer. We strongly encourage applications from women, Aboriginal and Torres Strait Islander peoples, LGBTQ+ individuals, people with disability and people from culturally diverse backgrounds.

Applicants must have full working rights in Australia.