About the Role:

WorkPac is seeking 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 to 6.00pm or 6.00pm to 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:

⢠Ensuring all alarms and calls are actioned, and complaints are resolved or escalated in accordance with Response Centre procedure

⢠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

⢠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

⢠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 2 days, 2 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.

Key Requirements:

⢠Previous call centre experience

⢠Ability to handle difficult situations

What is on Offer:

⢠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 the business

⢠Paid university education program through the Employee Scholar Program

⢠Access to an employee discount platform with access to hundreds of discounts across shopping, groceries, health and wellbeing, leisure and entertainment

Job Reference Number: 7543J202433

How to Apply:

Click on the Apply button or for more information please contact Rebecca Ross on (02) 4927 7766 quoting the above reference number.

About WorkPac:

The WorkPac Group is Australia's largest privately owned workforce services business. We offer tailored, end-to-end solutions in recruitment, skills development and career development throughout the country. Our scope extends across diverse sectors including Mining, Construction, Healthcare, Social care and more, and we're proud to have over 1.3 million registered candidates. At the core of our business is the promise that whether you're a candidate, a client, or part of our dedicated internal team, choosing WorkPac is always a Good Move.

At WorkPac, we recognise we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. We are an Equal Opportunity employer and we encourage applications from women and Indigenous people.