Operations Support Co-Ordinator
About Us
VitalCALL is Australia's original provider of 24/7 personal emergency response alarms, helping keep people safe every day. Backed by Chubb and powered by API Group, global leaders in fire safety and security, you'll join an organisation with over 200 years of experience protecting people, property, and communities worldwide.
About the Role:
At VitalCALL, everything we do is centred around helping people feel safe and supported. In this role, you'll deliver caring, professional service built on empathy, respect, and genuine human connection. You'll be joining a global organisation where your work truly matters making a real and measurable difference to individuals, families, and the wider community every day.
Reporting to the Field Service Team Leader, you'll be responsible for managing and coordinating inbound call enquiries in a professional and timely manner. No two days will be the same, and you'll be part of a supportive, close‐knit team working closely with field‐based VitalCALL installers, customers, and internal stakeholders.
This role is based in our Salisbury office, with plans to relocate to our new, purpose‐built Logan facility in mid‐2026.
Key Responsibilities:
* Manage a high volume of inbound calls with care and professionalism
* Provide empathetic, customer‐focused support to enquiries
* Assist field service technicians with remote troubleshooting and system testing
* Support invoicing and contract administration
* Contribute to monthly reporting requirements
* Accurately document customer interactions, actions, and outcomes in CRM systems
* Identify and escalate urgent or complex issues to ensure timely resolution
* Support service quality by following established procedures and compliance requirements
* Contribute ideas for continuous improvement in service delivery and customer experience
* Assist with follow up communication to ensure issues are fully resolved and customers feel supported
About You:
* Minimum 2 years' experience in a customer service role, ideally within a high‐volume contact centre
* A genuine commitment to delivering excellent customer experiences
* Experience with Pronto, Salesforce, or other ERP/CRM systems (preferred but not essential)
* Confident communicator with excellent listening skills and strong attention to detail
* A collaborative team player who's reliable, adaptable, and proactive
* Comfortable managing multiple priorities in a fast-paced environment
* Unrestricted working rights in Australia are required for this role
Pre‐Employment RequirementsThe successful candidate will be required to undertake a mandatory pre‐employment medical assessment, Drug & Alcohol test, and a National Police Check.
Benefits and Perks:
* Comprehensive training and ongoing development to support your career progression
* Flexible working arrangements once training is complete
* Free onsite parking
* A supportive, collaborative team environment
* Stable Monday to Friday role with rotating start times of 7am and 8am, with optional overtime. Availability for both start times is required.
* Access to a company discount portal across thousands of retailers, including insurance, health, and groceries
* Fitness Passport access for you and your family
We believe in diversity and inclusion and welcome applicants from different backgrounds. This includes First Nations people, people with disability, LGBTIQA+ and all cultural and language backgrounds.
About Us, Our Culture & What We Can Offer You
With over 200 years of experience, Chubb Fire & Security is a global leader dedicated to keeping people and communities safe. We deliver essential fire and security solutions; from CCTV and intruder alarms to fire detection and suppressions, supporting customers from local businesses to FTSE 100 companies.
Our people‐first culture means you're just as important as our customers. We provide comprehensive training, ongoing support, and clear career development opportunities to help you grow and succeed with us.