Customer Service and Reporting Officer

6 days ago

Port Melbourne, Australia Serco Facilities Management Full time

**Job Title: Customer Service and Reporting Officer**

**Company**: Serco Facilities Management

**Location**: Port Melbourne

**About Us**: Serco is one of the fastest growing facilities management service providers in the market. We provide a range of services including asset management, maintenance, cleaning and waste management to government and commercial clients in every state across Australia. We are committed to delivering top-notch services to our clients, and we take pride in our dedication to excellence and compliance. As part of our commitment to maintaining exceptional standards, we are seeking a highly motivated and organized Customer Service and Reporting Officer to act as the crucial link between our organization and the Department of Education and Training (DET).

Your role will revolve around managing the dedicated and mandatory DET Help Desk, as well as handling various aspects of compliance reporting and communication.

**Key Responsibilities**:
As a Customer Service and Reporting Officer, you will be responsible for:
**Managing the Dedicated Help Desk**: Serving as the primary point of contact for all communication and compliance reporting between Serco and DET, particularly related to the dedicated DET Help Desk. This includes:

- Handling Emergency Clean Requests (ECRs)
- Managing formal rectifications to ensure compliance.
- Monitoring and tracking abatements, ensuring timely resolution.
- Overseeing Cleaning Service Plans (CSPs) compliance management.
- Efficiently managing DET Portals to ensure up-to-date information.

**DET Monthly Report Preparation**: Compiling and preparing detailed monthly reports for the Department of Education and Training (DET), providing valuable insights and data.

**Maintaining CSMs KPI Trackers**: Managing and tracking Key Performance Indicators (KPIs) related to customer service and compliance, ensuring that targets are consistently met or exceeded.

**Experience**:

- Equivalent experience 3+ years
- Proficient in Microsoft Suite
- Ability to multitask
- Attention to detail
- Excellent Communication and Customer Relationship Building Skills

**What We Offer**:

- Competitive salary
- Comprehensive training and ongoing professional development.
- A supportive and collaborative work environment.
- Opportunities for career advancement.
- Health and wellness benefits

**Salary**: $65,000.00 - $70,000.00 per year

Schedule:

- 8 hour shift

Work Location: In person

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