Control Room Operator - Incident Management Centre

2w2 weeks ago

Constant Security

Parramatta, AU · Full-time · A$55,000 – A$70,000

About this role

We are seeking motivated and professional Security Control Room Operators to join our client's Incident Management Centre (IMC) based in Bella Vista. This is a fast-paced operational environment where you will play a critical role in receiving, assessing, and coordinating responses to incidents reported from sites across Australia.

As a Control Room Operator, you will act as a central point of contact, monitoring and managing incidents reported by security personnel, clients, and stakeholders nationwide. Your day-to-day involves receiving incoming calls, accurately recording incident information, and determining whether escalation to emergency services, police, or internal stakeholders is required.

This role requires excellent listening skills, sound judgement, and the ability to gather and analyse information quickly to determine the appropriate response. You will maintain regular communication with field personnel and operational teams while monitoring CCTV, multiple systems, and communication channels simultaneously.

This role is underpinned by Constant's values of Integrity, Community, Excellence, Innovation, and Collaboration. Successful candidates will join a supportive team culture with career progression pathways, comprehensive induction and training, and access to employee rewards programs and EAP support services.

Requirements

Exceptional verbal and written communication skills
Strong listening skills with the ability to clearly understand and interpret information over the phone
Excellent analytical and decision-making abilities
A proactive and team-oriented approach to work
Confidence using multiple computer systems and applications simultaneously
The ability to follow procedures while exercising sound judgement when required
Must have valid NSW Security License Class (AE), First Aid, CPR, Full Work Rights, and RSA

Responsibilities

Receive and manage incoming calls relating to security incidents and operational matters from across Australia
Accurately record incident information within internal systems
Assess incidents and determine whether escalation to emergency services, police, clients, or internal stakeholders is required
Maintain regular communication with field personnel and operational teams
Monitor CCTV, multiple systems and communication channels simultaneously
Follow established procedures and response protocols
Prepare and maintain clear and accurate incident reports
Contribute positively to a collaborative team environment