Team Leader Customer Service Scheduler

Hirotec Technical Services – Newington NSW About Hirotec Hirotec is a progressive and innovative leader in the provision of technical facilities services to the commercial and industrial sectors. Operating for 50 years across Australia, Hirotec has core operations in the delivery of Fire & Essential Services, HVAC and Electrical services. About the Role We are seeking an experienced Team Leader – Customer Service & Scheduling (TL CSS) to oversee the daily operations of our Customer Service and Scheduling team. In this pivotal role, you will ensure customer requests are managed efficiently, schedules are accurate and timely, and service delivery consistently meets Hirotec’s operational standards. Acting as the key link between operations, field technicians, and clients, you will lead a high-performing, customer-focused team. Key Responsibilities Lead, mentor and develop the Customer Service & Scheduling team to drive high performance and accountability. Conduct team meetings, performance reviews and coaching sessions. Manage workload distribution and ensure adequate coverage during peak periods. Scheduling & Operations Oversight Oversee all scheduling functions to ensure accurate job allocation to field technicians. Ensure all service requests are entered, scheduled and updated promptly. Monitor job progress, SLAs and completion rates, addressing delays proactively. Coordinate multi-technician and multi-site jobs to optimise field efficiency. Ensure timely, accurate and professional support is delivered to clients, including handling escalations. Oversee customer interactions to maintain high service standards. Collaborate with Operations and Project teams to support smooth communication between office and field staff. Generate and review reports on scheduling efficiency, SLA compliance, and team performance. Identify and implement process improvements. Maintain accurate records for all scheduling and customer service activities. Administrative Responsibilities Assist with procurement tasks, including raising and issuing purchase orders. Ensure compliance with company policies, procedures and safety requirements. Provide schedule-related support to internal stakeholders. About You You are an experienced leader with strong customer service and scheduling expertise, ideally within HVAC, Fire Services or a related technical services environment. You bring exceptional communication, problem-solving and decision-making skills, along with the ability to manage competing priorities in a fast-paced setting. Essential Qualifications 3–5 years’ experience in customer service, scheduling or operations. Demonstrated leadership experience managing a small to medium team. Strong understanding of service delivery processes and scheduling systems. Excellent communication and organisational skills. Proficiency in Microsoft Office and experience with ERP/scheduling systems. Experience with Pronto software. Demonstrated ability to work effectively in a team environment. Personal Attributes Sound judgement and professionalism. Energetic, adaptable and proactive approach. Ability to work collaboratively and communicate at all levels. Willingness to learn new systems and processes. Ability to work under pressure with minimal supervision. Strong multitasking capability and ability to take direction. Special Requirements May be required to work extended hours during busy periods. If you are a motivated team leader with a passion for service excellence and operational efficiency, we encourage you to apply and become part of the Hirotec team. Hirotec is proud to be an Equal Opportunity Company and an Aff. Employer. #J-18808-Ljbffr