Job Description

Customer Service Officer – Mascot Airport

Location: Mascot, NSW

Company: BGIS, Aviation Client

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

Salary: $60,000 + Superannuation

Hours: Monday to Friday, 10:00am – 6:00pm

🌿 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 provider of integrated facilities management, delivering innovative and sustainable solutions to clients across various industries. We pride ourselves on our collaborative and inclusive culture, and on maintaining high standards of safety, quality, and service.

Purpose of the Role

BGIS is looking for a Customer Service Officer to support the coordination of maintenance service requests across a major aviation precinct in Mascot. While you'll be based on-site alongside the client and BGIS site team, you'll be part of our National Operations Centre based in Adelaide, reporting to the Team Leader there. ✈️

This is a lovely opportunity for someone who enjoys the best of both worlds, connecting daily with people on-site while being supported by a broader national team. You'll be comfortable working across different locations and teams, keeping communication clear and consistent.

The ideal candidate will be warm, organised, and customer-focused, with call centre or operations centre experience and confidence using CMMS platforms.

Key Responsibilities

• Respond to incoming calls, emails, and service requests from clients and stakeholders.
• Log and manage maintenance requests accurately using CMMS platforms.
• Interpret and action requests within agreed service levels and timeframes.
• Provide timely updates and clear communication on work order progress.
• Liaise with service providers and Facilities Managers to clarify technical issues and support fault resolution.
• Maintain accurate records, customer information, and database entries.
• Prepare reporting on service levels, KPIs, and overdue work orders.
• Build positive relationships with the on-site client team, contractors, and colleagues.
• Ensure compliance with BGIS systems, procedures, and WHS requirements.
• Participate in team meetings and contribute to a supportive working environment. 📞

Education, Experience & Skills

Essential:

• Experience working within a customer service centre, call centre, or operations centre environment.
• Experience using CMMS or service management platforms.
• Strong understanding of customer service principles.
• Warm and professional telephone manner, with strong listening and questioning skills.
• High attention to detail and accuracy, including grammar and data entry.
• Proficiency in Microsoft Office including Word, Excel, and Outlook.
• Comfortable adapting to change and managing competing priorities.
• Confident working on-site with one team while reporting to another location.
• High School Certificate or equivalent.
• Minimum EF SET Level B2 Upper Intermediate English proficiency.

Desirable:

• Certificate IV in Customer Service or a related qualification.
• Experience dispatching work orders within facilities management, maintenance, or trade services.
• Experience within aviation, property, or a similarly complex operational environment.
• Experience working within KPI-driven service environments.

Workplace Flexibility

This is a full-time, permanent position based on-site in Mascot, working Monday to Friday from 10:00am to 6:00pm.

You'll be embedded with the client and BGIS site teams day to day, while forming part of our National Operations Centre team and enjoying the support and connection that brings.

Why Join BGIS?

Key Benefits Include:

✔ Spot recognition vouchers and $2,000 employee referral bonus.

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

✔ Fitness Passport (access for you and your family to gyms and aquatic centres nationwide), employee discounts, and optional yearly paid flu vaccination vouchers.

✔ FMA Industry Award for Excellence 2025 Finalist.

✔ RICS 2025 Property / Facilities Management Team of the Year Nominee.

✔ AFR Best Places to Work 2024 & 2025.

✔ Winner of Inspiring Workplaces Award 2025.

✔ Endorsed by Work180 as an employer of choice for women.

✔ Career progression through secondments & internal mobility.

BGIS is a global provider of facility management, energy and sustainability, project delivery, asset management, and technical services. We employ over 12,000 people worldwide and manage over 50,000 diverse facilities, including critical environments such as data centres. Our clients span sectors including Healthcare, Government, Higher Education, and Utilities.

How to Apply

If you are a proactive, skilled, and engaging Customer Service professional looking to join a forward-thinking company, we would love to hear from you!

BGIS is an equal opportunity employer and we warmly 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.

Apply Now

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

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