National Operations Centre Operator

Glad Group; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Career progression

Ongoing training

Wellbeing support

Employee referral bonuses

Job summary

Glad Group is a national security-focused company delivering integrated property services across Australia. We seek a vigilant security professional to protect clients and communities, coordinating responses, patrols and client communications.

You will work closely with our NOC and frontline teams, handling alarm signals, rostering data, inductions and incident reporting to ensure safe, responsive service across multiple sites. A valid security license and police check are required.

Qualifications

• Current valid Security Licence and National Police Check (ability to obtain).
• Availability to work across a rotating roster, including evenings and weekends where required.
• Strong communication skills with a professional and customer-focused approach.
• Experience in retail, corporate or customer-facing security environments.
• Ability to remain calm, professional and responsive in fast-paced situations.
• Current First Aid Certificate (or willingness to obtain).
• Ability to work collaboratively as part of a team.
• Sound knowledge of alarm activation types.

Responsibilities

• Understand the different types of alarm event signals and carry out the required action for each.
• Dispatch patrols, record the details of each outcome, and maintain a working knowledge of patrol areas.
• Handle inbound calls within the Facilities Response Centre, log and track service requests, assign priority based on established criteria, and elevate issues to the relevant stakeholders to ensure timely resolution.
• Liaise effectively with guards, patrols and customers to ensure services are delivered promptly and accurately.
• Foster firm but harmonious relationships with field operatives to ensure maximum cooperation and productivity.
• Monitor emails as specified and action them as required.
• Enter all required data into the rostering system and maintain a working knowledge of the company’s systems and their use.
• Complete reports, handovers and logs in a timely manner.
• Administer and coordinate inductions for ad hoc personnel and other employees as directed, including issuing induction materials, monitoring completion, maintaining accurate records, and following up to ensure compliance with business requirements.
• Report all matters requiring follow up, and raise any operational issues, with the NOC Manager.
• Raise any billing issues brought to your attention with Administration.
• Perform other duties as directed by the NOC Manager or Operational Management.

Skills

Security licensure

First Aid

Customer service

Calm under pressure

Team collaboration

Alarm activation knowledge

Education

National Police Check

Job description

With over 36 years’ experience, Glad Group is positioned as a leader in the delivery of integrated propertyservices across Australia.

What you’ll be doing

As part of our Security team, you’ll help create safe, secure and welcoming environments for our clients and communities. Working alongside supportive leaders and teammates, you’ll play an important role in protecting people, responding professionally and delivering exceptional service every day.

Your responsibilities will include:

• Understand the different types of alarm event signals and carry out the required action for each.
• Dispatch patrols, record the details of each outcome, and maintain a working knowledge of patrol areas.
• Handle inbound calls within the Facilities Response Centre, log and track service requests, assign priority based on established criteria, and elevate issues to the relevant stakeholders to ensure timely resolution.
• Liaise effectively with guards, patrols and customers to ensure services are delivered promptly and accurately.
• Foster firm but harmonious relationships with field operatives to ensure maximum cooperation and productivity.
• Monitor emails as specified and action them as required.
• Enter all required data into the rostering system and maintain a working knowledge of the company’s systems and their use.
• Complete reports, handovers and logs in a timely manner.
• Administer and coordinate inductions for ad hoc personnel and other employees as directed, including issuing induction materials, monitoring completion, maintaining accurate records, and following up to ensure compliance with business requirements.
• Report all matters requiring follow up, and raise any operational issues, with the NOC Manager.
• Raise any billing issues brought to your attention with Administration.
• Perform other duties as directed by the NOC Manager or Operational Management.

What we are looking for

Current valid Security Licence and National Police Check (ability to obtain).

Availability to work across a rotating roster, including evenings and weekends where required.

Strong communication skills with a professional and customer-focused approach.

Experience in retail, corporate or customer-facing security environments.

Ability to remain calm, professional and responsive in fast-paced situations.

Current First Aid Certificate (or willingness to obtain).

Ability to work collaboratively as part of a team.

Sound knowledge of alarm activation types

What we offer you

Stable and consistent shifts with opportunities across multiple sites.

Flexible shift options available, including morning, afternoon and evening shifts.

Genuine career progression and development opportunities within a national business.

Join a company that values, supports and invests in its frontline teams.

Full training, onboarding and ongoing support provided.

Uniform and required equipment supplied.

Knowledge and training in the Patriot

Knowledge and training in rostering systems

Knowledge and training in Call Centers

Benefit from applicable Award increases and stable employment within a national business.

Build a long-term career with ongoing training, development and progression opportunities.

Join a team where your contribution is valued and your work makes a real impact every day.

Access free and confidential wellbeing support through our Employee Assistance Program for you and your immediate family.

Be recognised and rewarded through a well-established employee recognition program, including monthly awards and regular appreciation initiatives.

Employee referral program offering generous bonuses of up to $500 for successful referrals.

Glad Group is a proud Equal Opportunity Employer committed to creating an inclusive and diverse workplace where everyone is valued and respected. We support meaningful action towards Reconciliation and welcome applications from people of all backgrounds, including women and Aboriginal and Torres Strait Islander peoples.

MASTER LICENCES:

NSW 409557154, VIC 76321120S, QLD 3199590, ACT 17502081, WA SA40606, SA ISL249412 & NT SFL1081.