Dispatch Services Centre Operators First Security location Auckland. Living Wage ($23.65) + Free Car Parking Onsite.

Come and work for the most outstanding Security Guarding Company in Aotearoa. Awarded in both 2022 and 2023 Outstanding Security Performance Awards (OSPAs) We’re first Security, one of New Zealand’s market leaders in security. We are seeking full time Dispatch Services Operators to join our team based in Mount Wellington. All roles come with free parking onsite + being part of a team who contribute to Aotearoa Safety.

About the role $23.65ph starting rate. Accurately dispatch, assign, monitor or coordinate Field Service requests from our customers to selected FIRST Security (FSG) Field staff or contractors, in line with FSG’s service level framework and performance measures, 24 hours a day.

Prioritise the volume of workload assigned to a Field Officer and redistribute or escalate as appropriate, in line with the performance and service measures and to ensure achievement of those targets without penalty. Follow frameworks established for each customer and ensure tasks are completed in accordance with the framework both by Field Officer and Operators.  Escalate any areas of non-compliance.

Provide for “virtual two up” to FSG Field staff or contractors as requested and/or escalate Health and Safety concerns as identified as appropriate to Supervisors, Managers and/ or Emergency Services.  Liaise professionally and effectively with all the customers representatives.

Triage customer calls to the correct area of operations, while ensuring their query, question or issue is resolved. Log all events honestly, accurately, timely and professionally in line with FSG protocols. Collect and report on all accidents/incidents (as you become aware of these) to ensure notification process is completed.

About you be knowledgeable in navigating different contact centre phone systems, i.e., MiTel, Avaya, Genesys, Nice. Prior experience in a contact centre environment advantageous. Proven ability to own the call and the end-to-end customer experience. The ability to work flexible shifts over a 24/7 operation. Previous experience in alarm response desirable yet not essential. Experience responding to peak demands essential and ability to adapt to a changing environment.