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.
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, with the ability to work 12-hour shifts across a 7-day rotating roster.
Key Responsibilities
- Lead and coordinate administrative and operational activities within the Services Support Centre
- Oversee employee scheduling and rostering to ensure client requirements are met accurately and on time
- Deliver proactive customer service, responding promptly to client and employee enquiries and service requests
- Work collaboratively with internal Service Managers and staff to optimise workforce allocation and efficiency
- Identify, assess, and resolve operational issues using sound judgement, systems knowledge, and data analysis
- Maintain and administer systems, records, and reports to support service operations
- Serve as the primary point of contact for clients during your shift, ensuring operational requirements are clearly understood and delivered
- Lead, support, and coordinate team members to achieve operational objectives and uphold service excellence.
Skills & Experience
- Previous experience in rostering, scheduling, workforce coordination, or service support
- Leadership or team management experience
- Background in the security industry (desirable)
- Strong organisational, planning, and time-management skills
- Excellent communication and interpersonal abilities, with experience liaising effectively with clients
- Ability to multi-task, prioritise, and work independently in a fast-paced environment
- Sound understanding of scheduling best practices, agreements, and compliance (desirable)
- Proficient with IT systems and confident in data processing; intermediate Excel skills
- Proactive, solution-oriented, hands-on, and innovative approach to work
- 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 ACESGroup, 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.
How to Apply
If you are ready to join a dynamic team with a company that truly values your contribution, then apply now! You can also get in touch for a confidential chat with our Recruiters on (02) 9699 7711.
ACESGroup is the 2022 and 2023 recipient of the Australian Security Industry Awards for Excellence in Gender Diversity!
ACESGroup is an equal opportunity employer, committed to all forms of workforce inclusion and diversity. We encourage all applicants to apply, with successful applicants subject to a range of background, police, medical and reference checks.
ACESGroup do not accept referrals from recruitment agencies.
