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What’s the opportunity

Reporting to the Support Desk Manager, you won’t just be managing a queue; you will be the backbone of operations for Subway® franchisees. As the first point of contact for resolving issues that keep stores running, your focus will be on efficient resolution through careful email communication and systematic data management, supplemented by targeted phone support.

This role sits within a high-performing, small team that values open communication and a collaborative environment. It is fast-paced handling a challenging number of issues per month, where you will balance high-volume data entry with professional communication to ensure franchisees receive fast and effective solutions. 

What you’ll do

You will focus on diagnosing product and distribution issues, identifying root causes, and implementing effective solutions to ensure minimal disruption to franchisee operations.

• Effective Resolution: Log product, distribution, and equipment issues raised by Subway® Restaurants into systems and follow up via email and phone until fully resolved.
• Supply Chain Coordination: Organise urgent deliveries and mediate with supplier partners to resolve issues like product credits or distribution failures.
• Data & Systems Management: Manage high-volume data entry within the IPCI Portal and initiate escalations for QualityNet and ServiceNet related notifications. 
• Reporting: Compile and analyse reports based on portal data to identify supplier trends or high-severity issues for the leadership team
• Proactive Issue Identification: Monitor system data to identify emerging trends, recurring product issues, or high-severity risks, escalating findings to the Support Desk Manager in a timely manner.
• Stakeholder Liaison: Act as the face of the company for franchisees, providing professional communication across all channels to resolve queries systematically..

What you’ll bring to the role

The ideal candidate will be reliable, level-headed who remains organised and calm under pressure being able to manage high-volume administrative tasks. An exceptional phone manner is a must and success is someone who thrives on seeing results and "ticking a box" off a busy to-do list.

• Service Depth: Proven experience in a high-volume complaints or service desk environment; experience in fast-paced sectors like travel or retail is highly regarded. Exposure to grocery, food manufacturing or QSR industry desirable
• Communication Excellence: Outstanding written skills for high-volume email correspondence and a professional phone manner for handling escalations.
• Technical Savvy: Comfortable learning new, intuitive systems and managing ticket data with precision. 
• Process Driven: A systematic approach to work with the ability to handle a high volume of data and tasks within established timeframes.

Benefits of working for IPC International 

At IPC International, you’ll find a supportive, flexible, and social culture - they believe in a healthy work-life balance and offer a number of perks : 

• Flexible work hours - requirement to work from the office 5 days per fortnight, with Wednesdays and Tuesdays encouraged to be anchor/team days
• Generous leave - receive an additional 5 days; 2 wellness days, half a Friday per quarter and an anniversary day off
• Development Opportunities - access to development after probation to upskill in a career or personal hobby
• Social Events - participate in and celebrate numerous company and team social events
• EAP 

About IPC International

IPC International are more than a supply chain partner - they are a trusted team with over 20 years of experience supporting Subway Franchisees and helping them to drive growth across complex markets. With a global network of suppliers and distributors and a full site of end-to-end services; they keep supply chains moving so their partners can thrive. This is down to their people, their execution and technology. Joining IPC means being part of a truly global organisation. www.ipcinternational.com


For candidates who progress through our screening process, we are obliged to ensure that all candidates have the necessary legal right to work in Australia. We will require you to provide evidence prior to an interview.

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