Monitoring Operator

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 work in a face paced environment.
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 of4 days, 4 nights.
Able to work in a contact centre environment.
Able to obtain and maintain a National Criminal History Police clearanceand 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.
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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.
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