Service Delivery Team Leader
- Supervise the Regional Operations Centre (ROC) staff and act as an escalation point for operations matters.
- Provide exceptional customer service and build strong relationships with internal stakeholders.
- Oversee rostering of employees, ensuring compliance with client-specific requirements and service levels.
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
How to apply
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 and honoured to have an endorsed INNOVATE Reconciliation Action Plan.
Click APPLY to complete your application and you will be prompted to answer a few simple questions and upload your CV.
Thanks for taking the time to consider MSS as a future employer and we look forward to hearing from you.
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