Full-time Ops Centre Coordinator

3 weeks ago

Cannon Hill, Australia TRIDENT SERVICES AUSTRALIA Full time

**Operations Centre Coordinator**

Trident Services is an industry leading provider of integrated services including cleaning and security services in retail centres and airports throughout Australia. We pride ourselves on the delivery of proactive, well managed service to our clients.

As an Operations Centre Coordinator you will be responsible for ensuring services are met for all clients where there are no gaps in Trident capabilities, and that incidents are responded to and managed in a timely manner. This role requires an individual to portray professional standards (both written and verbal) who can manage numerous inputs to achieve the required operational outcomes.

***

**Duties Include**:

- Deliver exceptional and professional service to members, clients, and internal customers by identifying, responding to and satisfying their needs in a timely manner.
- Support data quality controls and measures by ensuring that, where appropriate all information in the system for employees is accurate and up to date.
- Ensure all complaints, opportunities for improvement (internal & external) and feedback from clients is recorded in appropriate systems and escalated where necessary.
- Co-ordinate outbound call queues to enhance the member experience and upsell/cross sell opportunities.
- Maintain, manage, and keep up to date all databases.
- Ensure all critical incidents are logged.
- Ensure all actions taken on shift are notated.
- Provide advice to operations supervisor on any incident(s) as they occur.
- Provide call centre assistance and action of shift coverage
- Coordinate and roster any adhoc shift requests.
- Advise supervisor and follow up with operational teams to remediate as required.

**Experience**:

- Demonstrated experience supporting rostering for large workforces
- Demonstrated experience in the services in call centre/ operations centre rolls
- Understanding of risk
- based incident management from previous roles.
- Competency with Rostering Systems
- Strong verbal and written communication skills
- Training services support experience
- Understanding of Security and Cleaning operations in Retail and Commercial, Aviation and Parklands.
- Understanding of Cleaning Services Award and Security Services Industry Award

**Trident offers**:

- Stable, long-term employment
- On-site training, professional development
- Strong support network

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