National Operations Centre (NOC) Operator

About the Role

Our National Operations Centre Operator (NOC) is the central support hub for all Challenger divisions across Australia - including Security, Commercial Cleaning, Hospitality, Food Manufacturing, and Health & Aged Care.

As a NOC Operator, you will handle incoming calls, monitor activity across multiple client sites, and coordinate service requests in real time. This role suits someone who is organised, confident on the phone, and able to juggle multiple tasks while maintaining accuracy and professionalism.

This is a fast-paced, office-based position that operates on a rotating roster across days, afternoons, nights, weekends, and public holidays. You’ll work collaboratively with operational teams nationwide to ensure smooth, safe, and efficient service delivery.

Roster: Rotating roster Monday – Sunday (days, afternoon and nights).

Key Responsibilities

Call Handling & Communication

• Answer and manage high volumes of calls from clients, staff, and internal teams.
• Act as the central point of contact for operational updates, service requests, and urgent enquiries.
• Communicate clearly and professionally via phone, email, and internal systems.

Operational Coordination

• Monitor security, cleaning, and hospitality operations across Challenger sites.
• Log, prioritise, and assign tasks or incidents in line with SOPs and SLAs.
• Coordinate staff dispatch when required and escalate high-priority matters to management.
• Track progress and ensure follow-up actions are completed.

Incident Management

• Receive, record, and categorise incidents, complaints, and operational issues.
• Assess urgency and escalate critical matters promptly.
• Maintain accurate, detailed logs for reporting and compliance.

Reporting & Administration

• Prepare daily and ad hoc operational reports.
• Maintain accurate communication notes, incident logs, and task records.
• Support compliance by ensuring documentation and reporting standards are met.

Customer Service

• Provide friendly, professional, and solution-focused service to internal and external stakeholders.
• Address client enquiries and concerns promptly.
• Contribute to continuous improvement of operational processes.

Skills & Experience

• Current Victorian Security Licence (Control Room endorsement essential).
• Experience in a NOC, operations centre, or call-centre environment (desirable).
• Strong phone communication skills with the ability to manage competing priorities.
• High attention to detail with accurate data entry and incident logging.
• Ability to remain calm, organised, and effective during busy periods or emergencies.
• Comfortable working across multiple systems and platforms (monitoring, ticketing, MS Office).
• Reliable, proactive, and able to follow established procedures.

Why Join Us:

• Competitive Salary: A salaried role with consistent fortnightly pay and remuneration aligned to the responsibilities of the position.
• Employee Benefits Program: Through Flare Benefits, access exclusive discounts on everyday essentials and major brands like Woolworths, Amazon, and more.
• Career Progression: We invest in our people, offering clear pathways for growth, internal promotions, and leadership opportunities.
• Learning & Development: Ongoing training, online modules, and skill-building resources to help you excel in your current role and prepare for your next.
• Supportive Workplace Culture: Join a team led by approachable, hands-on leaders who are committed to your success.
• Employee Assistance Program (EAP): Confidential, professional mental health and wellbeing support available 24/7 for you.

Who we are:

Challenger Services Group is an award-winning national industry leader, providing outsourced service solutions to a number of critical industries. Our prime coverage is within Sydney, Melbourne, Brisbane, and the Gold Coast. We specialise in servicing commercial cleaning, hospitality, food and beverage, food production, government, education, and aged care environments.

How to Apply:

We appreciate your interest in joining Challenger Services. If your application is shortlisted, we will invite you for an interview to discuss the role further.

Challenger Security is an equal opportunity employer, and we strongly encourage applications from Aboriginal and Torres Strait Islander candidates.

Individuals with control room, customer service and in-depth knowledge of operating systems are encouraged to apply