About Evolve FM ...
Evolve FM is the only 100% Indigenous owned full-service property and integrated facilities management company in Australia and is Australia’s only Indigenous property services provider under the whole of Australian Government property services arrangement. With a vision of “Equity through Opportunity”, Evolve FM seeks to use the medium of first-class property services to provide employment and economic opportunities for Australia’s first peoples, while being open to employees of all backgrounds and aspirations.
Evolve FM is an inclusive, welcoming, flexible, and empathetic workplace where you can bring your whole self to work and balance your commitments and responsibilities outside work.
Our innovative approach and service quality were recognised in the ACT Telstra Business Awards, where we were awarded the ACT Winner for Indigenous Excellence.
Evolve FM is a Supply Nation Certified Supplier, NSWICC Member as well as having obtained ISO certification in 9001:2015, 14001:2015, 45001:2018 and we are always looking for great people to join our team.
The PSC is responsible for providing high quality services/ products and achieving efficiencies. Directly engaged in the operations of the business, the role is accountable for enhancing the reputation and image of Evolve FM through exemplary customer interaction and service delivery through the management of client requests regarding property and facilities repairs and maintenance. PSCs are charged with ensuring that every caller's request is managed from inception to completion to the satisfaction of the client.
Main Duties
Supervision to all PSC agents and ensure that the PSC policies and procedures are always observed.
Ensure that the “Platinum” Phone system is operational and perform daily system test and checks
Ensure that all incoming calls are picked up, logged and provide support from Evolve FM clients and vendors.
Provide high quality customer service, analyses, resolve and coordinate customer issues
Monitor status of Priority Workorders and assist to meet Response time.
Continually build customer relations with clients and vendors, modelling Evolve FMs values, mission, and vision.
Assist Manager with continuous process improvement, problem solving and best practice reviews.
Assist with the training of other new PSCs in the team using a buddy system.
Assisting FMs team when staff are on leave/absent with the FA duties such as following up over dues, invoices and monitoring communications.
Qualifications
Hold and maintain an Australian Drivers Licence, Satisfactory Criminal History Check
Security Clearance - Baseline minimum
Experience
Attention to detail when transferring calls and taking messages. Ability to remain calm, composed, and professional in a fast-paced environment. Ability to de-escalate emotional and/or frustrated callers. Previous experience in a customer service or call-handling role (desirable, but not mandatory).
Preferred Skills
Strong organisational skills with the ability to efficiently manage high call volumes. Familiarity with Webex and Microsoft Teams is beneficial, though training will be provided where required.
Job Type: Full-time
Pay: $70,000.00 – $80,000.00 per year
Work Location: In person
