Dispatch Services Centre Operators

Dispatch Services Centre Operators

Kia haumaru ai taatou katoa

We’re FIRST Security, one of New Zealand’s market leaders in security.

We are seeking Dispatch Services Operator to join our team based in Mount Wellington.

Dispatch Service Centre Operator – Afternoon Shifts

• Living wage ($26.00)
• Fulltime – 40 hours per week.?
• Roster - Sunday to Thursday, 1400 to 2200.

• All roles come with free parking onsite + being part of a team who contribute to Aotearoa Safety.

About the role :

• 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.

Further benefits:

• Full access to First Security’s ‘Perks’ program with extensive discounts across a wide range of retailers, petrol and grocery.
• Strong company focus on training and development – How can we help you grow?
• Ongoing support, Welfare checks and a positive culture on Health and Safety to ensure you and your team go home to your Whanau.
• Full Access to EAP and Support services, including confidential counselling and financial budgeting services for both yourself and your family.

If these positions are of interest to you, send an enquiry to recruitment@firstsecurity.co.nz and they will get back in touch with you for a further confidential discussion.