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About the Role

This position serves as the central coordination and control point for reactive maintenance works within the National Contact Centre. The role provides end-to-end oversight of reactive tasks for key accounts, ensuring compliance with SLAs and KPIs while maintaining clear communication with stakeholders.

Responsibilities

• Represent ISS as a professional, solutions-focused partner for technical service delivery.
• Build and maintain strong relationships with Facilities Managers, customers, end users, and suppliers.
• Provide timely updates on reactive tasks via phone, email, and CMMS.
• Manage the full reactive work lifecycle from creation to closure.
• Monitor active works to ensure compliance with KPIs, SLAs, and escalation pathways.
• Identify and resolve blockers such as access issues, supplier delays, or quotation hold-ups.
• Manage supplier performance by securing attendance, service reports, and quotes.
• Maintain accurate task records and jeopardy reporting.
• Identify and manage jobs at risk of SLA or KPI breach.
• Maintain a live jeopardy register or dashboard for at-risk tasks.
• Collaborate with supplier representatives and performance managers.

Requirements

• Strong understanding of Microsoft 365 products, work order systems, and reporting tools.
• Experience in service coordination, facilities support, or property maintenance administration.
• Understanding of maintenance coordination processes and work order lifecycle management.
• Experience managing multiple reactive tasks and escalations in a high-volume environment.
• Strong planning, organizational, and analytical skills.
• Excellent written and verbal communication skills.
• Ability to work autonomously and within a team.
• Experience managing challenging situations and competing priorities.
• Ability to work to tight timeframes in a fast-paced environment.
• Knowledge of facilities management, technical services, or related operational environments is desirable.

Skills

• Microsoft 365
• Work order management
• Service coordination
• Facilities maintenance administration
• Stakeholder management
• KPI and SLA compliance
• Jeopardy management
• Communication
• Analytical skills

Location

• Sydney, NSW

Work Type

• Full Time
• 6 Month Fixed Term Contract

Experience Level

• 3-5 years of experience preferred

Salary/Compensations

• Competitive package

Benefits

• Exclusive staff discounts
• Learning and development programs
• Global career pathways

About the Company

• ISS is a global company providing facilities management and technical services.
• The National Contact Centre is a centralized, shared services center located in Macquarie Park, NSW, operating 24/7.

Equal Opportunity

• ISS fosters a culture of inclusion and diversity, welcoming applications from Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, individuals from diverse cultural backgrounds, and LGBTIQA+ communities.
• Committed to fair pay and a safe working environment.