Customer & Operations Centre Operator

AU DE D'ARGENT; Sydney; On-site; AUD 60,000 - 75,000; Full time

Job summary

ConnectSydney is seeking a Customer & Operations Centre Operator to join the 24/7 Control Room in Rockdale, NSW. You will monitor and respond to calls, faults and incidents across the Harbour Zone Network, coordinating responses and ensuring safe, efficient outcomes.

The role runs on a rotating 12-hour roster over six weeks (four weeks of nights, two weeks of days), with seven shifts per fortnight including weekends.

Qualifications

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

Responsibilities

• Monitor and respond to calls, faults, and incidents from the 24/7 Control Room.
• Organise and dispatch resources to attend faults and unplanned incidents.
• Document incidents, complaints, observations, and inquiries in the ConnectSydney Job Management System.
• Provide professional service to customers via the stakeholder line and emails.
• Coordinate with multiple parties to resolve incidents and document details.

Skills

Traffic management

Control room

ITS knowledge

Communication skills

Problem solving

Tools

MS Office

Job description

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 innovative approaches to project management, asset management, fault management, routine maintenance, and special projects.

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.

Location: Rockdale, NSW.

Contract type: Full-time.

Language: English.

Work hours: 12 hour shifts on a rotating roster.