Operational Support Coordinator

Operational Support Coordinator
Work in a flexible environment, working from the office 1-2 days a week!
Full time role based in Richmond – possibility for part time 3-4 days a week for the right person!
We have long-term partnerships with charities working to address homelessness.
We're REA
is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.
With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.
Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to be named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.
Where the team fits in
Platform and Data (SPACE & Data Services) provides some of the key components of REA’s Delivery Platform which enables our product teams to move as fast and securely as possible to get their ideas in front of our customers and consumers. We’re experts in cloud technologies, system engineering, data engineering, and all aspects of system availability, monitoring and risk management.
The Service Delivery squad in Platform and Data is all about serving the company product delivery teams across REA. The focus includes supporting SME’s to partner directly with both Tech and Delivery Teams as well as managing initiative demand and aligning Operational Support across the company. We are always looking for ways to improve the experience for our customers, consumers and our internal customers.
As the Operational Support Coordinator, you will be responsible for managing the workflow of the System Engineering support team as well as the workflow of the Data Engineering support team, analysing the frequency and nature of support requests, and making process improvement recommendations based on your findings.
What the role is all about
Coordinate the activity of the Platform and Data help teams, including onboarding and offboarding staff and overseeing rostering to ensure effective alignment of operational resourcing.
Developing, updating and improving support processes based on the detailed analysis of current support request volumes, categories and frequency alongside service quality and satisfaction metrics.
Develop and oversee triaging and escalation workflows of the #space-help and #data-help channels.
Coordinating and driving performance for the rotating support teams, towards process improvement and removing toil through automation.
Communicating with the broader business about how the support channel is working and gathering their feedback to help shape future changes.
Working closely with the Delivery Manager to understand demand, resource management, service quality and provide feedback on improvements to work flowing into the team from more strategic initiatives.
Analysing data collected through the demand channels and regularly reporting on performance over time.
Apply your learnings in Platform and Data to help realestate.com.au more broadly with better ways of improving support management.
Who we’re looking for
Similar experience coordinating, analysing and improving a tech support process through a ticketing or service desk tool, would be highly advantageous. We use Atlassian Assist and are about to swap to Dura Service Management – any experience or familiarity with these tools is beneficial.
Someone who is organised and loves collaborating, with the ability to consult with and influence multiple stakeholders.
Someone with a love for sharing knowledge and helping others; a customer centric approach is key.
Curiosity – an ability to tinker with technology and keep learning; a demonstrated passion for technology is ideal.
Someone who can adapt and thrive in an evolving tech-led environment.
A focus on continuous process improvement - someone who is methodical, detailed and analytical in their approach.
Deeply curious about reporting and data analytics
Ability to visualise and draw insight from data to help inform process improvement.
The REA experience
The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development – both professionally and personally. Your experience with us is something we take seriously.
We offer:
A hybrid and flexible approach to working
Flexible parental leave offering for primary and secondary carers
Programs to support mental, emotional, financial and physical health & wellbeing
Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.
Hack Days so you can bring your big ideas to life
Performance recognition programs because hard work should never go unnoticed
Our commitment to Diversity, Equity, and Inclusion
We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking - be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams are critical to maintaining our success and driving new business opportunities. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.
If you like the sound of us, then we think you should apply today. We're proud to be Circle Back Initiative Employer and we commit to respond to every applicant. While we're looking at your application, and preparing to come back to you with an update, why not get to know us a bit more through our various social channels?
#LI-HYBRID