Customer Service Supervisor

Customer Service Supervisor – Mascot

Location: Mascot, NSW
Company: BGIS, Aviation Client
Employment Type: Full Time, Permanent, On-Site
Benefits: Free Onsite Parking, 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 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 Supervisor to oversee the day-to-day running of the FM Hub for one of Australia's busiest aviation precincts. Reporting to the Planning and Reporting Manager, you'll guide the FM Hub team as they receive, triage, dispatch and track maintenance requests across a 24/7 operation. ✈️

This contract was recently mobilised, so you'll be joining at a time when your ability to bring structure and consistency will make a real difference. You'll have genuine influence over processes, team performance and customer outcomes. This is an opportunity to build your skills and capability in a fast-paced aviation environment while developing your career with a global FM leader.

The ideal candidate is organised, calm and supportive. You enjoy setting clear expectations, helping a team do their best work, and finding practical ways to make things run more smoothly.

Key Responsibilities

• Oversee the FM Hub team, including rostering and coordinating shifts across a 24/7 operation.
• Make sure service requests are logged accurately in Maximo and Manhattan, prioritised correctly and dispatched on time.
• Coordinate with Facilities Managers, trades, subcontractors and Contractor First Response teams.
• Monitor work order progress, response times and overdue items, and follow up to meet service levels.
• Support the scheduling and delivery of preventative maintenance, including access and timing.
• Keep CMMS data accurate and complete to support reporting, compliance and audits.
• Report on FM Hub performance, service demand and work order status.
• Escalate urgent or critical issues in line with procedures.
• Refine processes, workflows and procedures to improve consistency and efficiency.
• Coach and support the team to deliver a high standard of customer service. 

Education, Experience & Skills

Essential:

• Experience in facilities management, service coordination, call centre or helpdesk environments.
• Experience supervising or coordinating a team, including rostering.
• Experience using CMMS or service management systems such as Maximo.
• Understanding of maintenance workflows, work order processes and service delivery coordination.
• Strong organisational skills and high attention to detail.
• Clear communication skills with both technical and non-technical stakeholders.
• Ability to follow processes while using sound judgement on prioritisation and escalation.
• Comfortable tracking performance data and reporting on results.

Desirable:

• Experience in 24/7 or shift-based environments.
• Experience supporting maintenance scheduling or planning.
• Experience in aviation, infrastructure or similar operational environments.
• ASIC clearance or eligibility to obtain one.

Workplace Flexibility

This is a full time, permanent position based on-site in Mascot, with free onsite parking available.

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.
✔ AFR Best Places to Work 2024 & 2025.
✔ Winner of Inspiring Workplaces Award 2025.
✔ Endorsed by Work180 as an employer of choice for women.
✔ Recognised by WORK180 as a Top 5 Employer for career development opportunities.
✔ Career progression through secondments & internal mobility.
✔ Health perks including EAP, wellness programs & flu vaccinations.

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