National Operations Centre - Noc Operator

The Wilson Group; New Zealand; On-site; NZD 48,000 - 64,000; Full time

Benefits offered by this job

Living wage

Free onsite parking

Perks program

Training & development

Welfare checks

EAP services

Job summary

The Wilson Group, through FIRST Security, is seeking a National Operations Centre Operator in Mount Wellington, New Zealand. You will manage security alerts, dispatch tasks and maintain high standards of customer service in a fast-paced environment.

The role requires 12 months in a customer service or dispatch setting, fluent English, and experience with CRM systems and monitoring interfaces to support rapid incident reporting and clear client communication.

Qualifications

• Minimum of 12 months' experience in a customer service, monitoring, or dispatch centre environment.
• English as a first language with excellent written and verbal command.
• Strong communication skills in both written and spoken English.
• Experience with CRM systems, contact centre phone systems, and monitoring interfaces.
• Professional, calm phone manner and ability to handle confidential information.

Responsibilities

• Dispatching jobs of varying service type, priority and maintaining service levels.
• Monitoring and responding to alarm events/alerts in line with company policies.
• Investigating delays or service failures and ensuring comprehensive incident reports are sent.
• Maintaining strict adherence to data privacy and confidentiality policies.
• Liaising with clients and handling sensitive information professionally.
• Log all events accurately, ensuring clear communication with clients and internal teams.

Skills

Customer service

Monitoring

Dispatch centre

Crisis management

Tools

CRM systems

Phone systems

Monitoring interfaces

Job description

National Operations Centre - NOC Operator

Company : The Wilson Group

Job Type : Full Time

Location : Mount Wellington, New Zealand

NOC Operator (call centre) - Full time 40 hours

Join New Zealand's Leading Security Company - FIRST Security!

At FIRST Security, we are committed to keeping people safe and secure across New Zealand. As one of the country's market leaders in security, we're looking for a National Operations Centre Operator to join our dedicated team based in Mount Wellington. This is an exciting opportunity to play a key role in ensuring the safety and security of our clients, while working in a dynamic, fast-paced environment.

About the Role

As a National Operations Centre Operator, you will be responsible for managing a variety of security alerts, ensuring swift, effective responses to incidents, and maintaining the highest levels of customer service. You will be part of a supportive and dynamic team, ensuring that all dispatch operations run smoothly, with a focus on accuracy, timeliness, and professionalism.

Key Responsibilities

• Dispatching jobs of varying service type, priority and maintaining service levels
• Monitoring and responding to alarm events/alerts in line with company policies
• Investigating delays or service failures and ensuring comprehensive incident reports are sent
• Maintaining strict adherence to data privacy and confidentiality policies
• Liaising with clients and handling sensitive information professionally
• Log all events accurately, ensuring clear communication with clients and internal teams

About You

We are looking for someone who thrives in a fast-paced environment and can maintain composure under pressure.

You should have

• Minimum of 12 months' experience in a customer service, monitoring, or dispatch centre environment
• English as a first language with an excellent command of the language in written and verbal contexts
• Strong communication skills, with fluency in both written and spoken English
• Experienced and proficient at working with CRM systems, contact centre phone systems, and monitoring interfaces
• A positive, professional, and friendly phone manner
• Hands-on experience in real-time crisis management across inbound communications and surveillance systems
• Proven ability to apply critical thinking and problem-solving skills in fast-paced, dynamic settings
• An eye for detail and the ability to manage confidential information with discretion
• Willingness to take on cross-functional responsibilities and collaborate beyond core role boundaries

What We Offer

• Living wage
• Free Parking Onsite for your convenience
• Access to First Security's Perks Program, with discounts across a wide range of retailers, petrol, and groceries
• Ongoing Training & Development to help you grow in your role
• Welfare checks and a strong company culture focused on your Health & Safety
• Full access to EAP services, including confidential counselling and financial budgeting support for you and your family

First Security is part of the Wilson Group.

About the Company

The Wilson Group looks after what matters most to you across four business focus areas: Parking, Security, Health and Storage.