About us
A leading provider of fire safety and security solutions, we at Chubb Fire & Security Australia are driven by a powerful purpose - to make the world a safer place. We start by living by our value of PROTECT PEOPLE FIRST and our enduring purpose is BUILDING GREAT LEADERS. We are an industry leader and part of the API Fire and Security group of companies.
Dingley Village (Bunurong/Boon Wurrung), Victoria (Kulin Nation)
Globally recognised company
Competitive Remuneration Package
Supportive team/branch culture
Job Purpose
As our Operations Support Supervisor – Fire & Security, you will lead a dedicated team of operational support specialists who keep our customers safe and our technicians productive.
This is a hands‑on role where you'll drive performance, lift customer experience and help shape how we work – locally and nationally. You'll work closely and report to our National Manager – Customer Success & Operational Support to create a high‑performance, customer‑centric culture that reflects Chubb's values and commitments.
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Why You'll Love This Role
* Lead a support function in an essential, safety‑critical industry
* Make a direct impact on customer satisfaction, retention and service quality
* Work with a collaborative leadership team that supports new ideas and continuous improvement
* Develop your people‑leadership, operational and commercial skills in a large, well‑known organisation
* Be part of a business where what you do every day contributes to protecting lives and property
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What You'll Be Doing
Team Leadership & Performance
* Supervise, coordinate and lead the operational support team to meet legislated tolerances, SLA's, KPIs, branch operational metrics and scorecard metrics.
* Create and maintain a high‑performance, inclusive team culture built on accountability, integrity, client focus, ownership and trust.
* Drive productivity, manage underperformance where required and ensure fair, equitable distribution of workloads across the team.
* Onboard, train and coach new and existing team members, building a balanced skills matrix and promoting cross‑training.
* Support individual and team development plans and engagement initiatives, including actions from employee satisfaction surveys.
Customer Experience & Stakeholder Management
* Champion a customer-first service culture, driving high first-contact resolution across all customer interactions internal and external.
* Manage and resolve customer escalations, ensuring timely, accurate and professional communication.
* Plan, schedule and dispatch the right technician according to customer needs, ensuring SLA's, legislated tolerances and KPI's are met.
* Proactively keep customers informed regarding service status, faults, parts, quotes and any delays.
* Build strong working relationships with key stakeholders, including customers, technicians, Branch Managers/Supervisors, Sales, National Administration Teams, National Key Accounts, Monitoring Teams, Functional Support, the General Manager and Managing Director.
* Close the loop on market and customer feedback, continually reviewing processes to enhance the customer experience.
Operational Excellence
* Oversee daily team activities including customer retention, disputes, scheduling, invoicing, purchasing, portal management, call logging and contract data management/integrity.
* Monitor team workloads (mailboxes, call queues, backlogs), provide feedback and take corrective action to manage workflow and volume.
* Ensure work is scheduled daily and in advance for technicians to meet SLA's and maximise productivity while minimising non‑productive time and travel.
* Ensure calls and queries are answered promptly, meeting or exceeding set metrics and contract conditions/scope of works.
* Oversee key operational processes including:
* Client portal data updates and report generation (e.g. PM compliance, major accounts, warranty sites, contract expiry, price reviews)
* Yearly condition reports, filing of client documentation and correspondence handling
* Installation handover, ensuring a smooth transition from install to service
* Resolution of "field to office" notes and credit note processes related to contracts
Financial Performance & Growth
* Ensure planned maintenance is completed on time to reduce credits, create defect/recommended repair opportunities and mitigate customer dissatisfaction.
* Ensure reactive emergency and non‑emergency calls are attended within required timeframes.
* Drive customer retention and manage cancellations in line with contractual obligations.
* Oversee timely raising and issuing of purchase orders, accurate and timely invoicing and preparation/processing of client credits.
* Manage AP/AR dispute resolution and new/amended vendor requests.
* Process weekly timesheets, maintain payroll spreadsheets and liaise with payroll as required.
Quality, Systems & Continuous Improvement
* Demonstrate advanced problem‑solving skills, identifying and addressing root causes to reduce recurrence.
* Actively contribute to improvement programs and identify training/development needs within the team.
* Investigate and action daily transactional MFA, close the loop with customers and drive internal process improvements.
* Maintain data quality and integrity across all systems via regular auditing and correction.
* Champion the effective use of Chubb systems and tools to streamline processes, improve productivity and support growth.
What You Bring
* Proven experience leading or supervising a customer support, operations or scheduling team (preferably in a service, technical or field‑based environment).
* Strong customer focus and escalation management skills, with the ability to balance service excellence and commercial outcomes.
* Confidence in navigating multiple systems and data, with a passion for process improvement and new ways of working.
* Excellent communication and relationship‑building skills with both internal and external stakeholders.
* Strong organisational skills with the ability to manage workloads, set priorities and deliver against KPIs/SLA's in a fast‑paced environment.
* A collaborative mindset and genuine enthusiasm for coaching, developing and engaging your team.