Service Delivery Team Leader

MSS Security Pty Ltd; South Australia; Sur place; AUD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Free onsite parking

Fitness Passport

Résumé du poste

MSS Security Pty Ltd is seeking a Regional Operations Centre Supervisor to lead the ROC team, manage rostering and ensure service levels for clients across Australia.

You will escalate operational issues, provide training, and build strong relationships with internal stakeholders while delivering high-quality customer service and maintaining data accuracy.

Qualifications

• Experience supervising teams or people management.
• Extensive understanding of rostering with a safety focus.
• High computer literacy including MS Office and rostering software.

Responsabilités

• Oversee ROC staff recruitment, supervision, training and performance management.
• Roster employees to ensure effective coverage and adherence to fatigue guidelines.
• Maintain live rostering in system and update as necessary.
• Review and update client site briefs ensuring data accuracy and currency.
• Ensure service levels are met and address non-conformances affecting quality.
• Prepare and maintain accurate reports for management.

Connaissances

Team supervision

Roster management

MS Office

Communication

Industrial instruments

Outils

Rostering software

Description du poste

About the Company

As one of Australia’s leading security companies, MSS Security is built on teamwork, respect, and integrity. We provide long-term career paths, stability, and a workplace where your professionalism and dedication are genuinely valued. To find out more visit our website at www.msssecurity.com.au.

• Free onsite car parking
• Excellent employee benefits including Fitness Passport
• Work with one of Australia's Security Industry Leaders

About the role

The position is primarily responsible for supervising the Regional Operations Centre (ROC) staff. You will act as an escalation point for any operations matters and provide support and training to your team. You will also be responsible for providing exceptional customer service to all our customers, and you will build strong relationships with your internal stakeholders.

Duties include but are not limited to:

• Oversee the ROC staff, including recruitment, supervision, training and performance management.
• Call centre type duties overseeing the rostering of employees to ensure effective coverage, adherence to fatigue guidelines, and compliance with client-specific requirements.
• Maintain live rostering in system and update as necessary.
• Review and update client site briefs ensuring the data is accurate and up to date.
• Ensure service levels are met, addressing and resolving any issues or non-conformances that may affect service quality.
• Prepare and maintain accurate reports for management.

Skills & experience

• Experience supervising teams and/or people management.
• Extensive experience and understanding of rostering and allocations with a health and safety focus.
• High computer literacy including MS Office and exposure to rostering software/systems.
• Highly developed written and verbal communication, interpersonal and conflict management skills.
• Experience in understanding and interpreting Industrial Instruments.

MSS Security is an Equal Opportunity Employer, valuing the unique backgrounds, experiences, and contributions of each person.

We encourage and celebrate diversity.

We are proud to:

• be certified by the Workplace Gender Equality Agency
• be a partner and supporter of Veterans employment
• honoured to have an endorsed INNOVATE Reconciliation Action Plan.

As one of Australia’s leading security companies including, with a national footprint across Australia, MSS Security has unrivalled experience in delivering the highest quality of service & protecting some of the nation’s highest profile sites. MSS Strategic Medical and Rescue, a specialist division with MSS Security, has unrivalled experience in delivering emergency, response, rescue, health and paramedical services throughout Australia to some of the nation’s highest profile mining and resources companies.