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Incident Management Control Operator

Woolworths Limited - Kellyville, NSW

Trades & Services
Source: uWorkin



About the role

WOWpeople are great people. Whether we’re learning new things, seizing the initiative, or winning together our customers are at the heart of everything we do. If you’re the sort of individual who takes accountability and strives to always do the right thing for each other, our communities, our customers, and our business then we ought to connect.

Reporting to the Incident Management Centre Manager, the successful candidate will be an experienced Central Monitoring Station (Incident Management Control) Operator. Reporting to the IMC Operations Manager your primary responsibility will be to ensure IMC Operating systems are kept up to date and Serious Incidents occurring in Company establishments in accordance with Standard Operating Procedures. Part of a team of 22, you will ensure that a timely and efficient response will be provided to all security alarm activations, reported incidents and emergency events.

You will also engage in team activities to maintain a professional behaviour, positive and helpful at all times. For the right person there may be potential for longer term opportunities.

Hours Required:

2 x 10 hour shifts. 1600 - 0300 Two week rotating roster. Week 1 Thurs/Fri, week 2 Sat/Sun

This is role is based at our Norwest Support Office, Bella Vista.

In this role, you will ensure:

  • Compliance with OH&S policies, programs, safe work procedures and practices to ensure their own health and safety and the health and safety of others in the workplace

  • Customers are served in a friendly, efficient manner meeting Company / IMC high standards of customer care

  • Adherence to and advise on Standard Operating Procedures relating to serious incidents specified in flowcharts for all Company Divisions.

  • Customer queries and complaints are handled efficiently and timely and according to SOPs.

  • Calls received from Stores, Police, Fire Services, Internal Customers, Contractors etc, are dealt with correctly, database updated and incidents escalated to Management and Supervision if necessary in accordance with agreed Divisional Flow Charts.

  • Alarms are actioned immediately or ASAP confirming with DVR system.

  • Immediate or ASAP communication of any alarm/reported serious incidents to the correct Company personnel as per Divisional Flow Charts.

  • Incidents are recorded in a prompt and accurate manner on the relevant system.

  • Appropriate course of action to deal with a security/serious incident and advising appropriate Divisional Management or Supervision.

  • All available information if given to correct personnel either by phone or electronically

  • Production of daily electronic IMC incident reports and forwarded onto Divisional Management and Supervision Teams.

To be considered for this role you should have the following:

  • Experience in supermarkets, with an understanding of woolworths structure preferred

  • Stong leadership skills and the ability to motivate others in the workplace

  • NSW Security Industry Licence Class 1E would advantageous

  • Maintaining effectiveness when experiencing major changes in work tasks or the work environment

  • Adjusting effectively to work within new work structures, processes, requirements, or cultures.

  • Ability to work under pressure and handle difficult situations

  • Intermediate computer skills

  • Strong communication skills

  • Effective report writing skills.

Joining the Group

As an inclusive, team-first company, our people are at the core of everything we do. 

We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage and we are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion.

As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference. 

We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing. 

We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences – for our customers and for each other.

We’d love to hear from You

If you meet a number of the requirements, but not all, we encourage you to submit your application. You can learn more about working with us on LinkedIn or via www.wowcareers.com.au. #Work180

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes.