We are seeking an experienced, organised, and customer-focused Service Support and Scheduling Lead to join our Services Support Centre (SSC). This role is responsible for leading administrative and logistical support, managing schedules, coordinating resources, and ensuring compliant operations within a service-oriented environment.
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Reporting to the Service Support Manager, the position plays a key part in providing responsive client and staff support, ensuring complete and compliant rosters, and supporting the success of our 24/7 national operations team, working across a 7-day rotating roster.
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• Deliver excellent customer service, proactively responding to client enquiries and processing client service requests
• Manage rostering and resource scheduling across high-volume, dynamic staff schedules
• Ensure rosters are accurate, compliant, and delivered on time in line with contractual and enterprise agreement requirements
• Maintain strong engagement with Service Managers and employees to optimise staff alignment and performance
• Identify and resolve issues using sound judgement and system analytics to support effective service delivery
• Communicate proactively and clearly with clients, employees, and colleagues
• Prioritise and manage a busy workload to achieve tasks and meet deadlines
• Administer systems and records related to service operations
• Lead and collaborate with team members to achieve service excellence.