Help Desk Supervisor

2 days ago

Southport, Australia BGIS Full time

**Customer Service Supervisor - Southport, QLD**

Location: Southport, QLD
Company: BGIS
Employment Type: Full-Time, Permanent

**About BGIS**

BGIS is a global leader in integrated facilities management, delivering innovative and sustainable solutions to clients across various industries. We pride ourselves on maintaining high standards of safety, efficiency, and operational excellence.

**Purpose of the Role**

BGIS is seeking an experienced **Customer Service Supervisor**to oversee help desk operations, lead a high-performing customer service team, and ensure service excellence in line with contractual KPIs. Reporting directly to the Account Manager, you will work collaboratively with both client and BGIS teams to manage inquiries, oversee work order processing, and provide responsive issue resolution—driving a culture of customer focus, compliance, and performance.

**Key Responsibilities**- Supervise onsite help desk personnel and manage daily service desk operations- Act as first point of contact and escalation for Customer Service Officers and clients- Answer incoming client calls, lodge work requests, and action service-related inquiries- Issue and track quotations for out-of-scope works and support KPI monitoring and reporting- Ensure compliance with customer service protocols, CMMS standards, and BGIS systems- Maintain client satisfaction through responsiveness, professionalism, and timely issue resolution- Participate in client meetings and ensure accurate, up-to-date reporting- Support operational areas across the contract and coordinate with technicians, suppliers, and managers

**Education, Experience & Skills**

**Essential**:
- High School Certificate or equivalent- Strong customer service background, including supervision of contact centre or help desk teams- Demonstrated experience using Computerised Maintenance Management Systems (CMMS)- Excellent communication, problem-solving, and interpersonal skills- Proficiency in Microsoft Office (Word, Excel, Outlook) and internet-based systems- Ability to manage priorities and lead a team in a dynamic environment

**Desirable**:
- Certificate IV in Customer Service- Experience in facilities management or trade-based service coordination- Familiarity with building services or technical dispatch processes

**Workplace Flexibility**

This position is based full-time on-site at the client location in Southport, QLD.

**Why Join BGIS?**

✔ Diverse Facilities Management Experience
✔ Comprehensive Training Programs
✔ Supportive Team Environment
✔ Reward & Recognition
✔ Engagement Opportunities (CSR, community, social events)
✔ Diversity & Inclusion (Work180’s Most Improved Company for Gender Diversity - 2024)
✔ Community Engagement (2 paid volunteer days per year)
✔ Industry Recognition (9 prestigious industry awards - 2023)
✔ Ranked 3rd - 2024 AFR BOSS Best Places to Work

BGIS is a global leader in 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 an approachable, engaging, and proactive **Customer Service Supervisor**looking to join a forward-thinking company, we would love to hear from you

**Eligibility**

To be eligible for the role, applicants must have Full Working Rights in Australia.

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