Service Coordinator Team Lead

7 days ago

Mount Wellington, New Zealand ARA Group NZ Limited Full time NZ$60,000 - NZ$90,000 per year

About ARA GroupARA is a trusted leader in electronic security integration services, delivering high-quality, innovative solutions to prominent clients and businesses across Australia and New Zealand.

We specialise in comprehensive security systems, including alarms, access control, CCTV, digital video recording, artificial intelligence, and identification technologies, seamlessly merging advanced technology with practical application to deliver intelligent, integrated solutions.

With a relentless commitment to excellence and innovation, we empower our clients with tailored, reliable, and future-ready security solutions that safeguard what matters most.

About the role

As our Service Team Lead, you'll be the central hub that keeps everything moving. From scheduling and dispatching to supporting our field service team, you'll ensure our clients receive timely, high-quality service every time. You'll also step into a key leadership role, mentoring a small team, driving performance, and fostering continuous improvement.

We're looking for a proactive self-starter with a passion for customer service and process improvement. This role is all about making things better, streamlining daily invoicing, ensuring full documentation and compliance, and unlocking smarter ways of working.

In this role, you'll take ownership of:

  • Daily invoicing, keeping it accurate, efficient, and on point.

  • Service tools, evaluating and implementing the right technology to help us reach our full potential.

  • Systems and workflows, identifying gaps and driving smarter, more effective processes.

If you thrive on improving systems, love working with people, and enjoy making a real impact, we'd love to hear from you.

Key Responsibilities

  • Coordinate and schedule service jobs efficiently across regions

  • Lead and support a team of service coordinators

  • Monitor job progress, ensure timely completion, and manage escalations

  • Liaise with clients, technicians, and internal departments to ensure smooth service delivery

  • Track and report on service metrics and team performance

  • Identify process improvements and implement best practices

  • Support onboarding and training of new team members

What We're Looking For

  • Proven experience in service coordination or operations support

  • Demonstrated leadership experience

  • Strong organisational and time management skills

  • Excellent communication and interpersonal abilities

  • Tech-savvy with experience in service management software (e.g. Simpro, Hubspot, or similar)

  • Ability to stay calm under pressure and solve problems on the fly

  • A collaborative mindset and a drive to improve systems and outcomes

Are you proactive, solutions-focused with a passion for leading teams and delivering exceptional customer service? We're looking for someone who thrives in a fast-paced environment, can juggle multiple priorities, and knows how to bring out the best in their team.

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