Reactive Maintenance Coordinator

We’re Hiring: Reactive Maintenance Coordinator

Location: Melbourne, VIC

Employment Type: Full-time

Industry: Customer Service, Maintenance

Salary: Competitive Package on offer

Be part of something bigger. Be part of ISS.

This role supports Facilities Managers by maintaining real-time visibility of work task status, identifying jobs at risk of SLA or KPI breach, escalating issues, chasing suppliers and quotations, and providing accurate and timely updates to Facilities Managers, customers and end users.

About the Role

This position acts as the central coordination and control point for reactive maintenance works, with end-to-end oversight of all reactive work tasks raised across Prioritised Key Account technical customers. Sitting within the The National Contact Centre (NCC), a centralised, shared services centre located in ISS Australia’s head office in Macquarie Park NSW. The NCC is responsible for providing front line customer care via phone, email, web and mobile self-service portals. The NCC is operational 24/7.

What you’ll do

• Customer Service
  • Represent ISS as a professional, solutions‑focused partner supporting technical service delivery and contract performance.
  • Build strong stakeholder relationships with Facilities Managers, customers, end users, suppliers and internal teams.
  • Provide timely, accurate updates on reactive tasks, including status, risks, delays and required actions across phone, email and CMMS.
  • Maintain high communication standards
• Workflow Management
  • Manage reactive work lifecycle from task creation and assignment through to completion and closure.
  • Monitor all active works across priority levels to ensure compliance with KPIs, SLAs and escalation pathways.
  • Identify and resolve blockers for tasks at risk due to access issues, supplier delays, approvals or quotation hold‑ups.
  • Chase supplier performance by securing attendance, updates, completion details, service reports and quotes, escalating non‑performance when required.
  • Provide structured stakeholder updates on task status, risks, required actions and expected completion timeframes, acting as a first escalation point for complex issues.
  • Maintain accurate task records including prioritisation, status updates and jeopardy reporting across internal and external systems.
• Technical Jeopardy Management
  • Monitor all active reactive work tasks across the portfolio and identify jobs at risk of SLA or KPI breach
  • Maintain a live jeopardy register or dashboard for at-risk (all priority levels as per relevant contract KPI matrix)
  • Meet with supplier representatives as required alongside supplier performance manager
  • Scope management and budget discipline
• National Contact Centre (NCC) Operations

What We’re Looking For

• Strong understanding of Microsoft 365 products, work order systems and related reporting tools
• Experience in service coordination, facilities support, property maintenance administration, or a comparable operational environment. Preferable 3-5 years’ experience
• Understanding of maintenance coordination processes, work order lifecycle management and reactive works administration
• Experience managing multiple reactive work tasks, escalations, supplier follow-ups and updates while adhering to KPIs and SLAs in a high-volume environment
• Strong planning, organisational and analytical skills
• Excellent communication skills, written and verbal, with the ability to provide clear and accurate status updates
• Ability to work autonomously and in a team as required
• Experience in managing challenging situations, competing priorities and issues at risk of KPI or SLA breach
• Ability to work to tight timeframes, maintain accuracy and manage customer and stakeholder expectations in a fast-paced operational environment
• Desirable knowledge of facilities management, property maintenance, technical services or related operational environments

Why Join Us?

• Exclusive staff discounts with a wide range of partners.
• Learning & development programs to support your career growth.
• Global career pathways – opportunities to grow within ISS worldwide.
• A positive team culture where your success is celebrated.

How to Apply:
Click on the 'apply' link and complete the online application.

Our Commitment:
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. We are committed to fair pay and a safe working environment.

Learn more about ISS in Australia and New Zealand on our website.

Please note: No agency applications are accepted