Customer Service And Reporting Officer

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).

Job Description: 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 

Join Serco and be part of something meaningful – apply now and help us deliver essential services with excellence!