Operations Support Specialist

About Us

With over 200 years of heritage, Chubb is a global leader in fire and security solutions, dedicated to protecting what matters most and giving our customers peace of mind. As part of APi Group, a global leader in safety and specialty services, Chubb brings industry‑leading expertise, trusted reliability, and forward‑thinking technology to every customer and community we serve.

About the Role

Based full-time in our Dingley office, this is a key service coordination role primarily supporting the delivery of fire safety works across Victoria. Scheduling is the central priority of the role: you will coordinate reactive and planned service activity, ensuring the right field technicians are dispatched to customer sites at the right time.

Working in a fast-paced, customer-focused environment, you will manage service enquiries and work orders from initial request to completion. You will be confident communicating with customers, field technicians and internal stakeholders, while remaining calm under pressure when priorities change.

This role is ideal for an organised operations or service coordinator who enjoys problem-solving, delivering responsive customer service and keeping multiple moving parts on track.

Key Responsibilities

• Coordinate and schedule reactive and planned fire safety work across Victoria, with scheduling as the primary focus.

• Dispatch field technicians to customer sites, ensuring work is allocated effectively and within agreed response timeframes.

• Coordinate field technician schedules, monitor work progress and respond promptly to changes in customer requirements or technician availability.

• Manage customer service requests and enquiries from receipt through to completion, providing proactive updates on service work and job status.

• Manage inbound and outbound phone calls with customers, technicians, subcontractors and internal stakeholders.

• Manage the shared email inbox, ensuring enquiries, requests and correspondence are actioned accurately and within required timeframes.

• Raise purchase orders and work orders, ensuring all required information is captured accurately in company systems.

• Complete accurate and timely data entry, including job updates, service records, customer details and scheduling information.

• Manage customer service level agreements (SLAs) and compliance requirements, including monitoring due dates, response times and service obligations.

• Maintain clear communication with internal and external stakeholders to resolve scheduling, service delivery and customer issues.

• Assist with the resolution of customer disputes and service concerns, escalating matters appropriately where required.

• Support general administration and the wider Operations team to ensure efficient day-to-day service delivery.

• Maintain a high standard of customer service, attention to detail and professionalism at all times.

About You

• Experience in service coordination, scheduling, dispatch, customer service or operations administration; experience in a field-service environment is highly regarded.

• Strong scheduling and organisational skills, with the ability to coordinate multiple technicians, jobs and deadlines.

• A calm, solutions-focused approach under pressure.

• Confident and professional communication skills, with the ability to build effective relationships with internal and external stakeholders.

• Strong customer service skills and the ability to manage customer enquiries and disputes with professionalism and empathy.

• Experience working with service management, scheduling or CRM systems.

• High attention to detail and confidence with data entry, work orders and purchase orders.

• A proactive, reliable and team-oriented approach.

Pre-Employment Requirements

Appointment to this role is subject to the successful completion of a mandatory pre-employment Medical Assessment, Drug and Alcohol screening, and National Police Check. The successful applicant may also be required to obtain and maintain additional security clearances relevant to the role.

We are committed to diversity and inclusion and welcome applicants from different backgrounds. This includes people with disability, LGBTIQA+ communities and all cultural backgrounds.