Service Delivery Coordinator

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.

About the role

Based in our Port Melbourne office, the Service Delivery Coordinator position is primarily responsible for coordinating the resourcing and rostering of personnel to ensure continuity of service delivery within your allocated portfolio of clients. You will be part of an enthusiastic, committed and customer focused team. You will be responsible for providing exceptional customer service to all our customers, and you will build strong relationships with your internal stakeholders.

About the role

• Manage live rostering in Rolecall, matching the right people to the right shifts and sites
• Cover sick leave, annual leave, LSL, RDOs and vacancies at short notice
• Make sure fatigue management, journey management and fit-for-work requirements are met on every roster
• Keep in daily contact with sites and clients to confirm rosters and sort out issues as they come up
• Answer and action service bookings, prepare quotes and assign cost-effective resources in line with contracts
• Review payroll exception reports, raise pay adjustments and prepare payroll forms for the Pay Office
• Coordinate flights, accommodation and vehicle allocation for deployed staff
• Track training, clearances and onboarding/offboarding so staff are ready to work
• Report on overtime, training and other KPIs, and flag recruitment needs
• Be the first point of contact for employee queries and Operations Centre calls
• Report incidents promptly and recommend fixes for anything that affects service quality

About you

• Experience in rostering, scheduling or workforce coordination, ideally in security, emergency services or another 24/7 operational setting
• Good payroll and numeracy skills, and the ability to interpret Awards
• Strong communication and interpersonal skills, with a confident manner on the phone with staff and clients
• Highly organised, able to juggle competing priorities in a busy environment
• Able to make sound, independent decisions, and to work well as part of a team
• A general understanding of HSE and quality assurance processes
• Adaptable, open to new ideas and comfortable when plans change
• Experience with Rolecall or similar rostering software is highly regarded
• Committed to safety, integrity and great customer service

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.