SOC Operator-Auckland (Call Centre)

SOC Operator- Auckland (Call centre)

Join New Zealand's Leading Security Company - FIRST Security!

At FIRST Security, we are committed to keeping people safe and secure across New Zealand. As one of the country's market leaders in security, we're looking for a National Operations Centre Operator to join our dedicated team based in Mount Wellington. This is an exciting opportunity to play a key role in ensuring the safety and security of our clients, while working in a dynamic, fast-paced environment.
About the Role:

As a National Operations Centre Operator, you will be responsible for managing a variety of security alerts, ensuring swift, effective responses to incidents, and maintaining the highest levels of customer service. You will be part of a supportive and dynamic team, ensuring that all dispatch operations run smoothly, with a focus on accuracy, timeliness, and professionalism.

Key Responsibilities:

• Dispatching jobs of varying service type, priority and maintaining service levels
• Monitoring and responding to alarm events/alerts in line with company policies
• Investigating delays or service failures and ensuring comprehensive incident reports are sent
• Maintaining strict adherence to data privacy and confidentiality policies
• Liaising with clients and handling sensitive information professionally
• Log all events accurately, ensuring clear communication with clients and internal teams

About You:
We are looking for someone who thrives in a fast-paced environment and can maintain composure under pressure.

You should have:

• Minimum of 12 months' experience in a customer service, monitoring, or dispatch centre environment
• English as a first language with an excellent command of the language in written and verbal contexts
• Strong communication skills, with fluency in both written and spoken English
• Experienced and proficient at working with CRM systems, contact centre phone systems, and monitoring interfaces
• A positive, professional, and friendly phone manner
• Hands-on experience in real-time crisis management across inbound communications and surveillance systems
• Proven ability to apply critical thinking and problem-solving skills in fast-paced, dynamic settings
• An eye for detail and the ability to manage confidential information with discretion
• Willingness to take on cross-functional responsibilities and collaborate beyond core role boundaries

What We Offer:

• Living wage
• Full time 40hrs per week
• Free Parking Onsite for your convenience
• Access to First Security's Perks Program, with discounts across a wide range of retailers, petrol, and groceries
• Ongoing Training & Development to help you grow in your role
• Welfare checks and a strong company culture focused on your Health & Safety
• Full access to EAP services, including confidential counselling and financial budgeting support for you and your family

If you are a proactive, self-motivated individual who thrives in a fast-paced environment, we want to hear from you!
Apply Today! Or send an email to recruitment@firstsecurity.co.nz for more information or to arrange a confidential discussion about this role.

First Security is part of the Wilson Group. If you experience any issues with your application, please get in touch via phone or email.