Customer & Operations Centre Operator

Service Stream; Sydney; On-site; AUD 60,000 - 86,000; Full time

Benefits offered by this job

Growth opportunities

Discounts

Paid leave

Culture

Job summary

ConnectSydney, a joint venture led by ServiceStream, is seeking a Customer & Operations Centre Operator in Rockdale, NSW. This full-time role manages 24/7 monitoring from our Control Room, handling calls, faults and incidents across the Harbour Zone.

You will respond to incidents, coordinate resources, document actions in the ConnectSydney Job Management System, and maintain high service levels while working a rotating 12-hour shift roster over six weeks.

Qualifications

• Experience in a traffic management or control room environment.
• Excellent verbal and written communication skills.
• Strong computer literacy and proficiency with MS Office.
• Ability to remain composed under pressure and pay close attention to detail.
• Strong problem-solving and decision-making skills.

Responsibilities

• Monitor and respond to incoming calls, faults and incidents from the 24/7 Control Room.
• Organise and dispatch resources to attend to faults and unplanned incidents.
• Report and document all incidents, complaints and inquiries in ConnectSydney Job Management System.
• Provide high level professional service to customers on the stakeholder line and via email.
• Coordinate with multiple parties to resolve incidents and document details accurately.

Skills

Traffic management

Control room

Communication

MS Office

Problem solving

Tools

MS Office

Job description

Primary Location

NSW - Rockdale

Job Description Summary

New opportunity to join ConnectSydney!

About the Role

ConnectSydney , a joint venture of ServiceStream, Boral, and Johnson Controls , in partnership with Transport for NSW (TfNSW), is entrusted with the management of the Harbour Zone. Our responsibilities encompass routine maintenance, strategic enhancements, and specialised projects aimed at bolstering Sydney’s transport infrastructure. We pride ourselves on our innovative approaches to project management, asset management, fault management, routine maintenance, and special projects. Our passion for building a better and safer Sydney drives us every day.

We have an opportunity for a Customer & Operations Centre Operator to join us in a full time role, based out of Rockdale, NSW.

About the Role

In this role, you will be responsible for monitoring and responding to incoming calls, faults, and incidents across the SRAPC Harbour Zone Network from our 24/7 Control Room. You will play a key role in maintaining network operations by coordinating responses, managing incidents, and ensuring issues are addressed safely and efficiently. This position operates on a rotating roster of 12-hour shifts over a six-week cycle, comprising four weeks of night shifts followed by two weeks of day shifts. You will work seven shifts per fortnight, including rotating weekend roster periods, consisting of Saturday, Sunday, and Monday shifts.

Key responsibilities:

• Monitoring Transport for NSW Road Assets such as Traffic Signals and Electronic Signs to identify faults and take corrective action.
• Organising and dispatching resources to attend to faults and unplanned incidents within the network.
• Reporting and accurately documenting all incidents, complaints, observations, and enquiries using the ConnectSydney Job Management System.
• Providing a high level of professional service to customers when answering the stakeholder line and emails promptly and accurately.
• Coordinating with multiple parties to resolve incidents on the network in an organised manner and documenting all the details correctly.

About you

Our ideal candidate will have experience within a similar traffic management or control room environment.

You may also have:

• Civil works or ITS knowledge.
• Excellent verbals and written communication skills.
• Strong computer literacy and proficiency with MS Office suite.
• Good attention to detail along with the ability to remain composed when working under pressure.
• Strong problem-solving, decision making and conflict resolution skills.

About us

ConnectSydney is an equal opportunity employer who believes diversity of thought, background and experience strengthens relationships and benefits our people, clients, and communities. We are committed to cultivating an inclusive and high-performing culture where our people thrive and are proud to bring their whole selves to work, inspiring a respectful and inclusive environment. ConnectSydney encourages and welcomes the opportunity for applicants to share their lived experiences.

Benefits of working with us include:

• Growth- We are growing and there are opportunities for your career development across our business units (at Service Stream, a growing ASX-listed company).
• Discounts- Access to hundreds of businesses such as Woolworths, Air BNB, The Iconic, JB HI-FI, Dan Murphys, Bupa Health Care, and Specsavers. We also offer access to novated leasing.
• Paid leave- Parental, cultural, community service, study, corporate volunteering and purchased leave available.
• Culture- We are dedicated to fostering a workplace environment that values safety, diversity and inclusion, and we recognise and celebrate excellence throughout the year.

Department

Customer Care