Downer
Leading provider of integrated services across Australia and New Zealand, delivering infrastructure solutions.
Consultant
Customer service consultant handling inbound calls and work orders for facility management
Job Highlights
About the Role
The position requires coordination with internal teams and external subcontractors to ensure service delivery standards are met and records are accurately maintained. The schedule includes both weekend and weekday shifts. Downer plans, creates and sustains essential public services across Australia and New Zealand, managing critical infrastructure such as hospitals, data centres and defence partnerships. • Respond to incoming calls, provide advice and escalate when needed. • Manage work orders, liaising with subcontractors and clients to meet contractual KPIs. • Enforce company policies with subcontractors and tradespeople to reduce risk. • Perform data entry and documentation in the Work Management System.
Key Responsibilities
- ▸call handling
- ▸work orders
- ▸policy enforcement
- ▸data entry
- ▸service coordination
- ▸shift work
What You Bring
The role sits in a complex, technical inbound dispatch environment that supports nationwide facility‑management services. It is ideal for candidates who enjoy working with a broad range of customers and excel in administrative tasks. Successful candidates will demonstrate strong customer‑service abilities, clear communication, conflict‑resolution skills, and the capacity to work independently while contributing to team goals. Proficiency with keyboards, typing speed, and typical Windows‑based software is required, along with quick learning of service offerings. To apply, submit your CV via the ‘APPLY’ button referencing number 728435. All successful candidates must complete a pre‑employment drug test, medical assessment and Ministry of Justice check; support is available for any required adjustments. • Proven quality customer service with strong communication and conflict‑resolution abilities. • Demonstrated teamwork and contribution to continuous quality improvement. • High typing speed and competence with databases, email and Windows applications. • Ability to quickly learn service and product knowledge; logical and detail‑oriented. • Self‑motivated, independent worker with strong work ethic and positive attitude. • Strong internal promotion track (30 % of vacancies filled internally).
Requirements
- ▸customer service
- ▸communication
- ▸conflict resolution
- ▸typing speed
- ▸windows apps
- ▸teamwork
Benefits
The company offers a high‑performance, diverse culture with training and development pathways, internal promotion opportunities, and a range of perks including healthcare discounts, retail and car purchase savings, and an Employee Assistance Program. Downer actively promotes inclusion and welcomes applicants from under‑represented groups. • Ongoing training and development programs. • Discounts on healthcare, retail purchases and vehicle acquisitions. • Access to an Employee Assistance Program for personal and family support. • Inclusive workplace that values diversity and offers equal opportunity.
Work Environment
Onsite