Operations Support 2IC

We currently have an opportunity for an Operations Support 2IC(Senior Consultant). Join our team and play a key role in delivering exceptional customer service across the business work groups that continually improves and grows the relationships with our Customers/Clients. Reporting to the Team Leader, you'll help deliver high-quality outcomes that support our essential services.

Te Kōwhiringa | The Opportunity

If you enjoy working with a broad range of customers, delivering the highest level of service and are an administration superstar, then this role could be a great opportunity for you

You will be working in a complex and technical inbound dispatch environment supporting our facility management services nationwide.

What You'll Do (key responsibilities)

This role offers a broad scope, with key responsibilities including:

• Proven track record of building and leading successful teams.
• Ability to plan and organise in a collaborative team environment.
• Excellent interpersonal skills including influencing, persuading and motivating in both oral and written formats.
• Purpose is to ensure that your team delivers the required performance expectations and are committed to delivering a great customer contact experience.
• Experience training and developing people.
• You will be someone who is approachable, credible and has experience in dealing with the unplanned, with the ability to "think on your feet". You'll be target driven and inspire your team through leading by example, providing clear direction and regular coaching.
• Delivering exceptional customer service across the business work groups that continually improves and grows the relationships with our Customers/Clients.
• Proactively assisting to be a centre of excellence by taking ownership, having a positive "can do did do" attitude, being productive and achieving SLAs/KPIs and following through on promises/commitments.

Nga pūkenga matua | Important Skills (experience required)

• Management skills, including issue and conflict resolution.
• Proven team player, able to work toward common goals and participate in quality improvements.
• Demonstrated keyboard skills, proven speed in typing and competence in operating computerized systems such as databases, email and Windows driven packages.
• Ability to rapidly acquire knowledge (or already have knowledge) of service and products
• Logical. Attention to detail.
• Ability to work unsupervised demonstrating independence and drive and ownership and commitment.
• Team player who supports and actively works towards achieving the team goals.
• Experienced people leader, specifically in a contact/dispatch centre team

More than anything, you'll bring a strong work ethic, a positive attitude, and a commitment to delivering high-quality outcomes for our clients.

Ko wai mātou | Our Organisation

At Downer, we plan, create, and sustain essential public services across Australia and New Zealand. From hospitals to data centres and defence partnerships, we manage critical infrastructure that keeps communities thriving.

Ko te take ka parekareka e koe ki te mahi ki kōnei | Why you will enjoy working here

We're proud of our high-performance culture and commitment to diversity, offering:

• Training and development to support and diversify your career.
• With 30% of vacancies filled internally you'll find real opportunities to advance your career.
• : healthcare discounts, great savings on retail purchases, car purchases and much more.
  Employee Assistance Program: professional support for you and your family when you need it most.

You want your work to matter and so do we. With over 26,000 people across Australia, New Zealand and the Pacific, our team is made up of individuals with unique perspectives, backgrounds, and ideas.

We know that diversity makes us stronger and we actively celebrate it through our commitment to inclusion and belonging.

We're committed to building a team that reflects the diverse communities we serve and we welcome people of all ages, genders, sexual orientations, cultures, abilities, and lived experiences. We especially encourage applications from those whose voices have traditionally been underrepresented in our industry, including women, Aboriginal and Torres Strait Islander Peoples, Māori and Pasifika Peoples, veterans, people with disability, and neurodivergent individuals. Even if your experience doesn't align perfectly with this role, we'd still like to hear from you. If it feels like the right fit, apply - potential counts, and so do you.

If you need support or adjustments through the recruitment process, just let us know, we're here to help you put your best foot forward.

Me pēhea ki te tono | How to apply

Click "APPLY" and please include your CV. The reference number for this role is

We are committed to a safe working environment for everyone - all successful applicants will be required to undertake a pre-employment drug test, medical and a Ministry of Justice check prior to starting employment. If you need support with this requirement, please talk to our team.