Rostering & Service Delivery Coordinator


Permanent - Full Time

Brisbane Southside Queensland

MSS Strategic Medical and Rescue is a provider of premium emergency response and rescue, and health/paramedical services across Australia.

MSS Strategic Medical and Rescue is the emergency health and rescue division of MSS Security group of companies. MSS Security is one of Australia's largest security and emergency response services companies with a national infrastructure and over 7,000 staff across Australia.

MSS Strategic Medical and Rescue is currently seeking a Rostering and Service Delivery Coordinator to join the team on a full time basis. The Rostering and Service Delivery Coordinator organises  the resourcing and rostering of Security, Clinical and Emergency Response personnel to ensure continuity of service delivery, in a manner which results in the highest possible quality of service to customers and in the most cost effective and efficient manner that maximizes profitability.

The role involves working closely with the team, Business Support Manager and Operational Training Coordinators. Your strong computer skills, knowledge of Outlook and Microsoft Office Suite and your ability to learn fast in a high pressure role will enable you to ensure all sites are adequately and accurately staffed, in addition to filling sick leave shifts with a quick turnaround time and managing annual leave with minimal impact to the business.

Great communication and rapport building is a must as you multi task and prioritise phone calls, a shared email inbox and overall workload.

This is a salaried position working on a fixed roster 8 days on/ 6 days off. Compensation for this role is incorporated into the agreed roster and the salary is calculated taking into consideration compensation for all hours (and all allowances and loadings) worked in this roster.

As the Service Delivery Coordinator your primary areas of responsibility include, but are not limited to:

  • Answer phone calls in to the Operations Centre
  • Roster and brief operators to cover work in the most efficient manner ensuring a high standard of service to the customer
  • Roster site training as needed – optimize training costs in line with quote/contract and customer needs
  • Roster effective coverage for sickness, annual leave, LSL, RDO's and vacancies
  • Manage flights and accommodation for FIFO employees
  • Maintain site training and sick records
  • Input and amend client details, rosters
  • Update Rolecall once employees have been confirmed for the appropriate shift/s
  • Review and action payroll exception report to ensure accurate payroll processing
  • Report all incidents and advise appropriate persons so these claims are actioned promptly and efficiently.
  • Report on overtime, weekly training and other KPIs.
  • Liaise with client regarding rostering where required
  • Answer and action service bookings as required
  • Maintain and update job knowledge records
  • Obtain and / or prepare payroll forms for Pay Office
  • Identify, report and recommend solutions for all non-conformances detected which may affect the quality of service provided
  • Any other duties as determined by management
  • Raise pay adjustments where required
  • Ensure specified service levels are maintained
  • Identify and report recruitment needs
  • High level of communication of rosters and other operational details
  • Maintain registers, invoices and process reports as and when required
  • Administration support to the Operations Leadership Team

To be successful in the position you will have the following professional competencies:

  • Previous administration or rostering experience
  • Previous call center experience advantageous
  • Qualification in Business Administration (desirable)
  • Previous experience working with Payroll, invoicing and Rostering systems
  • Experience in Travel and Logistic Coordination an advantage
  • Advanced experience in Microsoft Office
  • Experience in high level administration will be highly regarded
  • Ability to make independent informed decisions
  • General understanding of OH&S and Quality Assurance processes
  • Award Interpretation
  • Possess payroll/numeracy skills

What makes MSS Strategic Medical and Rescue the company of choice to work for?

MSS Strategic Medical is a rapidly growing organisation that strives to maintain a friendly, professional approach where initiative and autonomy are encouraged. We value and promote an environment that fosters open communication, working as an integrated team, being committed to the delivery of professional services and providing individuals with opportunities to develop. Not only will MSS Strategic Medical provide you with accredited and non-accredited training and career progression opportunities, we also offer employee benefits by way of discounts from nationally recognised companies.

If you would like to join or make the switch and believe you have the skills, experience and qualifications to successfully perform in the role, we would like to hear from you.

Please follow the APPLY NOW link and submit your resume and covering letter