Customer Service Officer

Customer Service Officers

BGIS is seeking 4x experienced Help Desk Operators/Customer Service Officers to join a newly established FM Hub supporting a high-volume, fast-paced aviation precinct based in Mascot.

In this role, you will be the first point of contact for maintenance and service requests, ensuring efficient triage, scheduling, dispatch, and tracking of work orders across a dynamic 24/7 operational environment. You will play a key role in keeping critical facilities running smoothly behind the scenes.

Working closely with Facilities Managers, trades, subcontractors, and response teams, you will help deliver seamless service coordination, strong communication outcomes, and high-quality customer experience.

Key Responsibilities

• Receive, log, and manage service requests via phone, email, and digital systems (Maximo, Manhattan, SmartXRM & Genesis)
• Triage, prioritise, and raise accurate work orders in line with contractual requirements
• Dispatch and coordinate maintenance tasks with operational teams and subcontractors
• Monitor work order progress to ensure timely completion and service level compliance
• Support scheduling and coordination of preventative maintenance (PPM) activities
• Maintain accurate system data to support reporting, compliance, and audit requirements
• Track performance metrics including response times and overdue works
• Provide clear, consistent communication and updates to stakeholders
• Support continuous improvement in workflows, processes, and service delivery

Key Selection Criteria

Essential:

• Experience in helpdesk, service coordination, call centre, or facilities environments
• Strong administration skills with high attention to detail
• Experience using CMMS systems (e.g. Maximo or similar)
• Ability to manage competing priorities in a fast-paced environment
• Strong communication skills across technical and non-technical stakeholders
• Understanding of work order processes and maintenance workflows

Desirable:

• Experience in 24/7 or shift-based operational environments
• Exposure to aviation, infrastructure, or high-volume service environments
• Experience supporting scheduling or preventative maintenance activities
• Basic analytical skills for reporting and performance tracking

Workplace Flexibility

Our unique 4-week rotating roster provides extensive daytime flexibility, regular rostered days off, and the opportunity to enjoy weekdays when most people are at work. Whether it's appointments, family commitments, hobbies, or simply avoiding peak-hour traffic, this roster offers a lifestyle that traditional Monday-Friday roles can't match.

In addition, as part of a 24/7 operation, there are often opportunities to pick up additional shifts to cover leave and operational requirements, providing the potential to increase your earnings throughout the year.

If you're looking for genuine work-from-home flexibility, plenty of time during the day, and optional extra hours when available, this could be the perfect role for you!

After Hours 4-Week Rotating Roster (24/7 Coverage)

• Week 1: Monday Thursday, 6:00pm 12:00am
• Week 2: Friday 6:00pm 4:00am, Saturday 2:00pm 12:00am, Sunday 10:00am 8:00pm
• Week 3: Saturday 4:00am 2:00pm, Sunday 12:00am 10:00am, then 8:00pm 6:00am
• Week 4: Tuesday Friday, 12:00am 6:00am

This structure includes multiple rostered days off (RDOs) across the cycle.

Why Join BGIS?

Spot recognition vouchers + $2,000 referral bonus Access to Flare discounts across retail, utilities & lifestyle services Fitness Passport for you and your family Employee Assistance Program (EAP) & wellbeing support Career development through internal mobility and secondments Paid volunteer days and community impact initiatives Leadership development programs and structured career pathways Inclusive, flexible, and supportive workplace culture Industry-recognised employer of choice awards and DE&I accreditation