Service Support and Scheduling Lead

3 days ago

Redfern, Australia Australian Concert and Entertainment Security (ACES) Full time

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 logístical 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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**Key Responsibilities**:

- 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.

**What We're Looking For**:

- Minimum 1 year of leadership or team management experience
- IT savvy, with strong data processing skills and ability to manage multiple IT systems
- Strong written and verbal communication skills, with a confident and approachable style
- Hands-on attitude with proven ability to organise, multitask, and work independently
- Excellent planning, time management, and attention to detail
- Intermediate Excel skills
- Security Licence (desirable but not essential).

**Why Join Us?**:

- We invest in our people. We have a **trustworthy and reliable team** built upon a culture of compliance and best practice
- Career Growth — pathways to leadership roles within **ACESGrou**p, plus **internal RTO programs** and leadership development
- Office-Based Role — work from our **Redfern Services Support Centre**, close to public transport
- Rotating Roster — includes weekdays and weekends for variety and flexibility
- Join a committed team — be part of a growing, inclusive company with **diverse opportunities**.

**About ACESGroup**:
ACESGroup are a leading national provider of security services to a large portfolio of public and private facilities. We are an established, respected and reputable business with more than 40 years’ experience partnering to provide security services to a diverse range of industries and facilities.

Our team members keep people and places safe in commercial facilities, public precincts, education institutes, aviation facilities, parklands, technology precincts and major recreation venues.

At ACESGroup, we aim to be the industry leader where we don’t just offer jobs, we offer long term careers.
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**How to Apply**:
ACESGroup is the 2022 and 2023 recipient of the Australian Security Industry Awards for Excellence in Gender Diversity
- ACESGroup do not accept referrals from recruitment agencies._

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