National Operations Centre - NOC Operator

Wilson Group; Wellington; Híbrido; NZD 52.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Living wage

Free Parking Onsite

Perks Program discounts

Ongoing Training & Development

Welfare checks & Health & Safety focus

EAP services

Descripción de la vacante

FIRST Security in New Zealand is seeking a National Operations Centre Operator based in Mount Wellington. You will manage security alerts, coordinate dispatches, and maintain high levels of customer service.

In this fast-paced role, you'll work with CRM systems, monitor alarms, and produce incident reports while safeguarding client confidentiality. A proactive, collaborative approach and strong English communication are essential.

Formación

• 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.
• Proficient with CRM systems, contact centre phone systems, and monitoring interfaces.
• Strong written and spoken English communication skills.
• Hands-on experience in real-time crisis management.
• Ability to handle confidential information with discretion.
• Willingness to collaborate across functions.

Responsabilidades

• 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 sending comprehensive incident reports.
• Maintaining data privacy and confidentiality policies.
• Liaising with clients and handling sensitive information professionally.
• Logging events accurately and communicating clearly with clients and internal teams.

Conocimientos

Customer service

Dispatch centre

Monitoring

CRM systems

Communication skills

Crisis management

Discretion

Cross-functional collaboration

Descripción del empleo

National Operations Centre - NOC Operator

NOC Operator-Full time

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.

Requirements:

• 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. If you experience any issues with your application, please get in touch via phone or email.