Job Title

Relief Pool Coordinator

Division

Education

Reports to

Workforce Planning Manager

Location

Milperra, NSW

Date Reviewed

November 2025

POSITION SUMMARY          

ORGANISATIONAL ENVIRONMENT

NETWORKING RELATIONSHIPS

To achieve the objectives of this role, the incumbent is dependent on the following internal and/or external networks;

Internal

Workforce Planning Manager & Team

KAM & Operational Managers & Supervisors

ISS Relief Pool Placemakers

NCC, Payroll, P&C & Recruitment Team

External

KEY ACCOUNTABILITIES

Placemaker Relief Pool Coordination

• Own and manage the Placemaker relief pool, ensuring all staff are engaged, available, and ready to accept shifts.
• Maintain consistent communication, keeping Placemakers informed of opportunities and scheduled changes.
• Update and maintain correct allocation of schedules in the Rostering system (UKG).
• Process terminations and job requisitions for the relief pool.
• Fill any leave requests as required by the KAM/SCSM/CSM/CSS
• Coordinate daily relief scheduling, ensuring adequate coverage across all sites and compliance with contract requirements (security clearance & times allowed on site).
• Manage exceptions generated via the Placemakers in the relief pool.
• Conduct follow up calls to Placemakers and maintain accurate records of Placemaker availability, attendance, and schedules.
• Provide timely reports on relief pool utilisation, attendance, and staffing trends to contract management (KAD & KAMS).
• Ensure CSM’s are informed of any roster changes and relevant changes are processed in UKG.
• Maintain/Update register of all vacancies received and action taken
• Participate in meetings as required ensuring all queries are closed out and communicated to Manager’s within agreed timeframes
• Action any ad-hoc requests

Phone Management

• Ensure all interactions are processed through Genesys and that you are logged into the relevant phone queue to accept and make calls.
• 100% of inbound calls to be answered within 60 sec with minimal calls abandoned.
• 100% of outbound calls and text messages to be made via Genesys.
• Action all emails & text message through the Genesys system and apply appropriate wrap up codes for data trend analysis.
• Adhere to all Company Policies and Procedures

Other Duties

• Ensure all allocated tasks are completed accurately and within agreed time frames.
• Demonstrate a continuous commitment to own professional development by actively participating in cross-training with various Teams.
• Follow the expectations/guidelines outlined in the ISS Employee Handbook, adhere to  ISS policies and contribute to a work place free of discrimination, harassment and victimisation.
• Participate and identify opportunities for continuous improvement  
• Ensure Customer and ISS Staff information or transactions are kept confidential during or after employment with the company.
• Work together with trust so that colleagues and management meet the goals of the contract.

Health and Safety

• Use safe manual handling techniques, practice safe work habits following ISS Health, Safety and Environment policies.
• Report any health or safety hazards, faults, repairs, cleaning needs and accidents to your Manager.
• Report all incidents and accidents within 15 minutes of the occurrence following the escalation process.

• Microsoft Office Suite skills (Excel, Word, Teams)
• Use of UKG or similar rostering system
• Use of Genesys or similar phone system
• System Administration and Record keeping skills
• Ability to develop and maintain relationships at all levels
• Ability to analyse data and spreadsheets
• Ability to deliver results under pressure
• Excellent communication skills, written and verbal

• Rostering or Payroll background
• Ability to manage multiple phone calls and emails at once, while adhering to KPI’s and SLAs
• Strong problem solving, decision making and analytical abilities
• An internal customer-focused approach to meeting and exceeding stakeholder expectations
• Highly self-motivated, proactive, & committed to continuous improvement
• Effective time management and organisational skills

Core Values 

All ISS employees should display the following core values:

HONESTY                                          We Respect

Our honesty is not negotiable. We respect our customers, our colleagues and our company – honesty comes first.

ENTREPRENEURSHIP                       We Act

Action speaks louder than words. All our employees have a “licence to act” and are expected to do so.

RESPONSIBILITY                              We Care

Indifference is immoral. We care about what we do and how we do it.

OUR QUALITY                                   We Deliver

We are professionals with a passion for quality. We deliver on our promises.

APPROVAL/ACCEPTANCE

APPROVED BY:  Bradley Smith

Date:   November 2025

Position Title:        Workforce Planning Manager Education

Signature:                                                                        

ACCEPTED BY:

Date:  

Signature: