ISS IS A PLACE TO BE YOU

We have ambitious goals for how we work, how we impact our surroundings and how we treat our people. It’s you that makes the difference to making amazing places, and we believe everyone can influence change for the better.

”Connecting People and Places to Make the World Work Better”.

Our team is growing and we are currently seeking people to join us in the position of [position] at our location [location], employed on a [part/full/casual] basis. 

The CSO Coordinator is responsible for the coordination, onboarding, service quality development and welfare oversight of all Customer Service Officers (CSOs) supporting aviation security operations at Melbourne Airport. The CSO Coordinator is solely responsible for delivering structured, face-to-face onboarding training for all new CSOs. While this training is not ASQA-accredited, it forms a critical component of induction by embedding behavioural standards, professional presentation, accessibility awareness and service excellence expectations. The role also provides oversight of broader customer service standards across the front-of-house aviation security environment, including service coaching support for Aviation Protection Officers (APOs) in alignment with Melbourne Airport’s Stepping Forward framework.

The CSO Coordinator acts as a dedicated Stepping Forward Ambassador, providing a single and immediate touchpoint for Melbourne Airport service initiatives. The role reports directly to the Manager, Training and Capability. Rostering, deployment and daily operational coordination remains the responsibility of Operations.

 The Position:

• Design, deliver and continuously improve the structured face-to-face onboarding program for all new CSOs.
• Ensure onboarding establishes clear expectations regarding conduct, service standards, escalation protocols and professional presentation.
• Coordinate induction components in consultation with Operations and P&C.
• Maintain records of onboarding completion.
• Conduct regular observational service reviews within screening environments.
• Provide structured feedback and coaching to CSOs to maintain consistent service behaviours.
• Monitor service-related incidents and complaints and implement targeted training interventions in consultation with the Training & Capability Manager.
• Act as primary welfare contact for CSOs
• Conduct structured welfare check-ins.
• Escalate wellbeing concerns to Operations, HSEQ Manager and P&C where required.

Our Benefits:

• Competitive salary packaging
• Flexible work arrangements
• Access to staff discounts with wide range of companies
• Ongoing learning and development opportunities
• Internal opportunities within our global organisation
• Positive company culture
• [highlights working for ISS]

Minimum Criteria:

• Ability to gain and maintain an ASIC
• Certificate II in Transport Security Protection (can be provided internally if not already held)
• Excellent communication skills – both written and verbal
• High level of computer literacy and database analytics
• Previous Defence or military experience highly desirable

To apply for this role please click on the 'apply' link and complete the online application.

ISS is passionate about creating a culture that values inclusion and diversity, where all our people are treated fairly and respectfully. We encourage applications from Aboriginal and Torres Strait Islander peoples, Veterans, people with disability, people from different cultural backgrounds and lesbian, gay, bisexual, transgender, intersex, queer and asexual (LGBTIQA+) people.

We are an ethical employer, recognised by the industry for paying fairly and ensuring a safe working environment for all our staff. Read more about ISS in Australia and New Zealand on our website. www.au.issworld.com

ISS IS A PLACE TO BE WHO YOU ARE

Every ISS employee, or “Placemaker,” is part of both a diverse team and global community of colleagues where different skills, personalities, and life choices are acknowledged and celebrated as part of a positive, inclusive environment. ISS teams come together to care for clients and colleagues, championing talents and uniting with trust in a place open to the true self.

ISS IS A PLACE TO BECOME WHAT YOU WANT

ISS is a global workplace experience and facility management company, provides placemaking solutions that contribute to better business performance and makes life easier, more productive and enjoyable – delivered to high standards by people who care.

ISS IS A PLACE TO BECOME PART OF SOMETHING BIGGER

With over 485,000 employees throughout 46 countries ISS is a company of belonging.