Customer Service Officer

Customer Service Officer – Mascot, NSW

Location: Mascot, NSW

Company: BGIS, Major Transport & Infrastructure Environment

Employment Type: Part-Time, Permanent, On-Site

Shift Structure: Monday to Friday, 2pm to 6pm

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 to clients across various industries. We pride ourselves on maintaining high standards of safety, efficiency, and operational excellence.

Purpose of the Role

BGIS is seeking a Customer Service Officer to join a newly established Facilities Management Hub supporting a large, high-traffic transport environment. This role has been created as part of an exciting new contract, offering the opportunity to be part of a growing team from the outset.

Reporting to the Planning and Reporting Manager, you will play a central role in coordinating maintenance services by managing service requests, triaging issues, and ensuring work orders are efficiently scheduled and tracked. Working closely with Facilities Managers, trades, and subcontractors, you will help keep operations running smoothly in a fast-paced, 24/7 environment.

The ideal candidate is organised, responsive, and collaborative, with a strong customer focus and the ability to manage competing priorities with confidence.

Key Responsibilities

• Manage incoming service requests via phone, email, and digital platforms, ensuring accurate logging in CMMS systems
• Triage and prioritise requests, raising detailed and accurate work orders
• Dispatch work orders to Facilities Managers, trades, and subcontractors
• Monitor and track work orders through to completion, ensuring service levels are met
• Support scheduling of preventative maintenance activities (PPM)
• Maintain high-quality data accuracy across all systems and records
• Communicate clearly with stakeholders, providing updates on request status
• Support operational teams during peak periods and contribute to continuous improvement initiatives

Education, Experience & Skills

Essential

• Experience in facilities management, help desk, service coordination, or call centre environments
• Familiarity with CMMS or service management systems (e.g. Maximo or similar)
• Strong administrative and organisational skills with high attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Strong communication skills with the ability to engage a range of stakeholders
• Problem-solving skills with sound judgement in prioritisation and escalation

Desirable

• Experience supporting maintenance scheduling or planning activities
• Exposure to 24/7 or shift-based operational environments
• Experience in infrastructure, transport, or similarly complex environments
• ASIC clearance (or ability to obtain)

Workplace Flexibility

To support your growth, this position will be based on-site in Mascot within a 24/7 operational environment. This role follows a structured shift pattern of 2:00pm – 6:00pm Monday to Friday.

Why Join BGIS?

Key Benefits Include

Spot recognition vouchers and $2,000 employee referral bonus

Access to Flare for discounts across retailers, energy, utilities & more

Fitness Passport for you and your family

Free on-site parking

Career progression through internal mobility and secondments

Leadership development programs and structured career pathways

2 paid volunteer days annually and community engagement initiatives

Health and wellbeing support including EAP and wellness programs

How To Apply

If you are a proactive and organised Customer Service professional looking to build your career in a dynamic, high-impact environment, we would love to hear from you.

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

Eligibility

To be successful in the role, applicants must have full working rights in Australia.

Be part of a workplace that values diversity, safety, sustainability, and continuous innovation.

Explore more opportunities at https://apac.bgis.com