Monitoring Operator

Jandakot, Perth WA

Customer Service - Call Centre (Call Centre & Customer Service)

Full time

About us

A leading provider of fire safety and security solutions, we at Chubb Fire & Security are driven by a powerful purpose - to make the world a safer place. We start by living by our value of PROTECT PEOPLE FIRST. We are an industry leader and part of the API Fire and Security group of companies.

About the Role

Code Red, part of Chubb Fire & Security, is looking for a calm and engaging Monitoring Officer for its call centre which operates 7 days a week 24/7 located in Jandakot. This role is ideal for someone who can commit to work rotating 12-hour day and night shifts, on 4 days on 4 days off 4 nights on 4 nights off roster. The 12-hour shifts will be either 6.00am - 6.00pm or 6.00pm - 6.00am and additional shifts may be offered at short notice to cover absenteeism or annual leave.

This position will predominantly be monitoring alarm systems throughout WA, VIC, ACT and NSW, booking after-hours jobs and dispatching technicians Australia-wide, inbound and outbound phone calls and performing basic troubleshooting. Candidates should be able to multi-task and be familiar with a fast-paced work environment. Call centre experience and knowledge of the fire industry is desirable though not necessary. All training will be provided on the job.

Key responsibilities of the role

• Ensuring all alarms and calls are actioned, and complaints are resolved or escalated in accordance with Response Centre procedures
• Effectively communicating with internal and external customers including Emergency Services
• Working with and supporting different areas within the business, including our Customer Service team
• Obtaining and evaluating all relevant information to handle enquiries and complaints and performing customer verifications
• Ensuring all alarm events are actioned
• Maintaining a reputation for caring and professional service to clients and their associated contacts

About You

• Strong customer service background (face to face or phone), ideally within monitoring, emergency or help call centre.
• Australian or New Zealand Citizenship or Permanent Resident
• Team Player
• Can multitask.
• Can work in a face paced environment.
• Strong communication skills
• Savvy with technology, and able to pick up new digital technologies with ease.
• Ability to deal with a broad range of enquiries.
• Calm mannered, high attention to detail and a professional attitude.
• Ability to work autonomously.
• Career focused professional.
• Able to work 12 hour shifts of 4 days, 4 nights.
• Able to work in a contact centre environment.
• Able to obtain and maintain a National Criminal History Police clearance and attend a Pre-Employment Medical.
  First Aid qualified or/ability to obtain and maintain.

What we will offer you:

• Excellent work life balance – 4 on 4 off - day and night shifts
• A good hourly rate and structure with 1.5 hours considered as overtime per shift. There are penalties that apply to the shifts with weeknight shifts attracting 15% shift penalty and weekend day and night shifts attracting a 50% shift penalty.
• 5 weeks annual leave
• Supportive team structure with all training provided.
• Working for a global organisation which brings job stability and where you are treated like family.
• Planning and support for progression towards any role within Chubb
• Paid university education program through the Employee Scholar Program
• Access to Chubb Hubb - an employee discount platform with access to hundreds of discounts across shopping, groceries, health and wellbeing, leisure and entertainment

Apply now to see where Chubb can take your career. All applications and enquiries are treated in the strictest confidence.

Are you being referred to one of our roles? If so, ask your connection at Chubb about our Employee Referral Program process

We believe in diversity and inclusion and welcome applicants from different backgrounds. This includes First Nations people, people with disability, LGBTIQA+ and all cultural and language backgrounds.

Additional Information

About Us, Our Culture & What We Can Offer You

Established over 200 years ago, Chubb Fire & Security are a global business driven by keeping people and the world safe. We provide essential systems, equipment and services, from digital CCTV surveillance and intruder alarms, to fire detection and suppression systems. Offering a full range of innovative products and services to a broad range of customers, from local independent business, to many of the FTSE 100 companies

We believe we offer a unique working culture, where you are as important to us as our customers, and we want you to feel that everyday. We are proud to offer extensive training to all of our new Advisors, fully supporting, and enabling you to thrive in your new role and beyond, with ongoing career development opportunities throughout your career journey with us.