Call Centre Consultant

Who are we

Programmed Facility Management is a leading provider of asset management facilities maintenance and project management services across a multitude of industries. Working with Programmed Facility Management means you will become part of the Programmed family: a company that encourages career development supports flexibility and cares about your personal wellbeing and safety.

• Melbourne Airport Location
• Dynamic and friendly team environment
• Be part of an established brand with real career progression opportunities

Our success is built on the talent and enthusiasm of our people. We strive to create an inclusive environment for every team member to have a positive enjoyable and rewarding work experience. Our culture is built around safety care and empathy for people and good old fashioned customer service. We are looking for someone who appreciates the diversity of our customers contractors and teams.

The Role

A fantastic opportunity is now available for an experienced Call Centre Consultant to join our dynamic and friendly team based at Melbourne Airport.

Reporting to the Operations Centre Manager this position:

• Manage work requests from the Client in line with the agreed service levels and co-ordinate with multiple stakeholders for action.
• Monitors progress and anticipated completion date for all work requests.
• Escalates to the management team instances where requests cannot be actioned within the required response times.
• Reports customer comments/complaints in accordance with company/contract quality system requirements.
• Manages customer expectations through frequent accurate and timely updates and ensures promises are not made which cannot be kept
• Effectively communicates with multiple stakeholders and supports the service delivery team in maximising customer satisfaction.
• Monitors progress and anticipated completion date for all service requests.
• Prepares information for inclusion in to the specified reports ensuring information is correct prepared to the agreed format and structure and completed within the given time frame.
• Monitors and reports all instances of team member/subcontractor non-compliance

Skills and Experience

• Experience in facilities administration / Service Centre related activities.
• High level of customer service and interpersonal skills.
• Experience with field mobility solutions (highly desirable)
• Demonstrated computer literacy in both windows (Microsoft) and business based applications.
• Experience with service level agreements and contractual obligations.

This role offers ongoing support and development a fantastic dedicated team environment attractive remuneration package and potential career opportunities.

Employee Benefits

• Attractive and competitive salary
• Great Remuneration Awesome Team Wellbeing Initiative
• Long term career potential
• Paid parental leave and great discounts with selected retailers
• An Employee Assistance Program which incorporates a tailored wellbeing initiative