People Spotlight: Claire Johnston, Account Manager

How long have you worked for BGIS?

In total I have worked for BGIS for over seven and a half years. I am a boomerang employee, who returned to BGIS around ten months ago to lead the Endeavour Group account.

Tell us about your contract/scope of work.

BGIS is proud to deliver an Integrated Facilities Management solution across a national portfolio of 1,300 sites, encompassing both hard and soft services. Our dedicated team of fifteen professionals includes Facility Managers, Facility Coordinators, Finance Specialists, Soft Services Expert, and a Reporting & Compliance role who all work together to deliver consistent, reliable support.

Our overarching goal is to keep the ‘lights on and the drinks cold’ across the vast portfolio of stores. We ensure operational continuity 24/7 so front-line store teams can focus on serving customers.

We see our team as being more than a service provider, hopefully we are an extension of the team, supporting the business every step of the way.

Tell us any highlights and/or interesting things about your account.

Since the commencement of the contract, the account has undergone a significant transformation. It has been a true change journey, and our team is very pleased to be part of it. One of the most rewarding aspects has been working closely with the client to navigate the change together and achieving progress along the way. Seeing the impact of our collective efforts has been very motivating for everyone involved.

What is unique to working in your sector?

It is exciting to work with Australia’s largest retail drinks network who operates brands like Dan Murphy’s and BWS. Our work takes place right alongside customers in live retail environments, which means we are always mindful of the public spaces we are in. No matter what we are taking care of in the building, our priority is making sure the business runs safely without interruption.

We are proud to support a vast national footprint across all states and territories, with a team that is remotely managed but well-connected. The majority of stores are in urban locations, with eleven remotes stores and over three hundred regional stores in the portfolio.

One of the best parts is the people we work with client-side, they are collaborative, and great to deal with every day.

What innovation(s) has your team introduced into your contract?

The BGIS team has introduced a comprehensive asset audit and capture initiative as a key innovation within the contract. This program was developed to provide greater visibility of assets across all 1,300 sites to our client, enabling better financial decisions and more strategic planning.

With accurate asset data available, we can support future data-driven budgeting and investment decisions, optimise maintenance strategies, and improve overall asset lifecycle management. This also enhances compliance and reduces operational risk by ensuring all assets are tracked and maintained.

How do you stay client-focussed?  

It starts with regular weekly meetings across all levels of the team. That consistent connection keeps us aligned, responsive, and proactive to the needs of the Endeavour Group team.

It is refreshing to have a client who genuinely wants a partnership, not just seeing BGIS as delivering services to their buildings. That kind of mindset motivates us to work hard, go the extra mile, and deliver to their goals.

We do not just meet expectations—we collaborate to exceed them.

A key piece of FM career advice…

Facilities Management can be fast paced and overwhelming at times with conflicting priorities from within the client organisation.  I always find it helpful to remember that no matter what sector your client’s business is in, there is someone on the front line whether it be in a retail store, an entertainment venue, a hospital, critical infrastructure site or any other facility, who needs your help.  Keep that front of mind as you navigate the best way to deliver what your client needs.