Property Services team has the responsibility to operate, maintain and enhance the buildings owned by RMIT University, oversee construction projects and ensure the provision of physical facilities services. Property Services consists of the following business units:
• Projects
• Facilities Management
• Campus planning & operations

The Customer & Service Coordinator serves as the first point of contact for all inquiries related to Property Services. The role is critical in delivering a professional and responsive customer experience, managing service requests, and coordinating with internal teams and external vendors. The incumbent plays a key role in ensuring service quality, vendor compliance, and continuous improvement in customer satisfaction.

Reports to: Manager, Vendor & Services

Reporting lines may be adjusted in line with organisational changes.

Customer Services

• Act as first-point of contact by telephone, email and face to face with all staff, inquirers, stakeholders and vendors on behalf of Property Services related matters and managing the same in a highly professional customer service approach.
• Distribute requests and queries to appropriate team members in the Directorate and subsequently follow up on the status of requests and complaints.
• Communicate with inquirers, stakeholders and vendors in the event that the resolution of issues at hand becomes protracted.
• Manage the Service Now to ensure the effective turnaround, the resolution of tickets received and carry out weekly analysis of turnaround times and customer satisfaction.
• Ensure all enquiries are closed out properly in a timely manner and that the loop has been closed effectively by team members managing them.
• Ensure probity and integrity in all dealings with staff, students, stakeholders, clients and inquirers.
• Be on-call to answer Property Services’ Hotline on weekends (not required to be on-site, approx. 4 days/ month)

Service Management

• Manage food vendors’ performance and provide feedback on their performance to ensure that the food services are in high quality and coordinate closely with OH&S in supervising vendors on food hygiene.
• Collaborate with the Legal, Finance and Procurement, to prepare contracts for all renewal and sourcing new service providers when required.
• Other duties commensurate with the scope of the role

• Tertiary qualification in related field or equivalent education and/or experience
• At least 2 years of work experience in property management environment
• Demonstrated skills to handle complaints and demanding customers
• Excellent customer service approach.
• Well-developed interpersonal skills, including negotiation, liaison and prioritisation skills
• Experience in managing stakeholder and vendors performance.
• Ability to display appropriate behaviours in line with the position, RMIT Values and RMIT Leadership Model.

For full details of the accountability, please refer to the