Contact Centre Manager – Facilities Management Melbourne CBD $110,000–$125,000 + Super
Full-Time

Lead the team that keeps critical FM services moving.

An exciting opportunity has become available for an experienced Contact Centre Manager to join a growing Facilities Management organisation based in Melbourne CBD.

This is a unique opportunity for a customer-focused operational leader to take ownership of a high-performing Facilities Helpdesk function — managing the team responsible for coordinating client requests, work orders, contractor engagement and service delivery outcomes across a national facilities maintenance portfolio.

You will play a key role in ensuring jobs are logged correctly, prioritised effectively, scheduled to the right resources and delivered in line with client expectations.

About the Role

Reporting to the Head of Operations, you will lead the day-to-day performance, culture and capability of the Helpdesk team.

You will be responsible for:

- Leading and developing the Facilities Helpdesk team
- Managing daily operations across phone, email, client portals and after-hours channels
- Ensuring work orders are accurately logged, prioritised and scheduled
- Driving service levels, quality standards and customer experience outcomes
- Managing team performance against KPIs, SLAs and operational targets
- Supporting workforce planning, forecasting and rostering across a 24/7 operation
- Monitoring workflow, productivity and resource allocation
- Managing escalations from clients, trades and service delivery partners
- Working closely with Contract Managers, Operations teams and senior stakeholders
- Improving processes, systems and service delivery efficiencies
- Supporting new client mobilisations and transition activities
- Developing reporting frameworks and presenting operational insights
- Identifying opportunities for automation, self-service and continuous improvement

About You

We are looking for an experienced operational leader who enjoys improving customer experience,



developing teams and driving performance.
You will ideally have:

- 5+ years’ experience managing a complex Contact Centre, Service Centre or Operations Centre environment
- Experience within Facilities Management, Property, Maintenance or a related service industry
- Strong understanding of work orders, scheduling, service delivery and contractor coordination
- Experience managing SLAs, KPIs and customer experience frameworks
- Strong workforce planning experience including forecasting, rostering and resource allocation
- Proven people leadership skills within a fast-paced environment
- Excellent stakeholder management and communication skills
- Strong analytical ability with experience using data to drive improvements
- Experience implementing process improvements and change initiatives

Experience That Will Be Highly Regarded

Candidates with experience across the following environments will be strongly considered:

- Facilities Management providers
- Building services organisations
- Maintenance helpdesks
- Property services businesses
- Service delivery operations
- Large-scale customer operations environments

Experience with CAFM / CMMS platforms, work order systems or facilities technology platforms will be advantageous.

What’s On Offer

- $110,000–$125,000 + super depending on experience
- Melbourne CBD location
- Full time permanent opportunity
- Opportunity to lead a critical operational function
- Exposure to a national Facilities Management portfolio
- Work with experienced operations and service delivery teams
- Opportunity to influence systems, processes and customer experience
- Career development within a growing organisation

If you are an experienced Contact Centre Manager, Service Delivery Manager, Facilities Operations Manager or Helpdesk Manager looking for an opportunity to make a genuine impact within a Facilities Management environment, we would love to hear from you.

Apply now or contact Sam Sheppard at Buildability Group for a confidential discussion.

Sam Sheppard
Buildability Group
0421 704 ***
***@buildabilitygroup.com.au

📌 Contact Centre Manager - Facilities Management Melbourne CBD
🏢 Buildability Group
📍 Melbourne