National Operations Centre Operator - Melbourne (Night Shift)

Be at the centre of Challenger’s national operations, coordinating people, incidents and services in real time from our Port Melbourne National Operations Centre.

About Challenger Security

Challenger Security is the specialist security division of Challenger Services Group, a leading national provider of outsourced workforce and facilities services.

We deliver tailored security solutions that protect people, property and critical assets across Australia, supporting some of the country’s most recognised organisations across commercial property, retail, education, healthcare, government, logistics and critical infrastructure.

Our success is built on exceptional people, strong leadership, innovative technology and an unwavering commitment to safety, professionalism and operational excellence.

About the Role

Our National Operations Centre (NOC) is the central operational support hub for Challenger businesses across Australia, supporting Security, Commercial Cleaning, Hospitality, Food Manufacturing and Health & Aged Care.

As a National Operations Centre Operator, you’ll be one of the people at the centre of that operation. You’ll respond to calls, monitor activity across client sites, coordinate operational requirements, manage incidents and ensure the right people are engaged when something needs attention.

This is much more than answering calls. You’ll be making decisions, solving problems and helping our operational teams respond quickly and effectively to situations as they arise.

Based at our Port Melbourne National Operations Centre, this is a 100% onsite role, reflecting the operational and real-time nature of the position.

Roster: This is a permanent night-shift position operating across a seven-day environment, including weekends and public holidays. The role follows a biweekly rotating roster:

• Week 1: Wednesday, Thursday and Friday
• Week 2: Monday, Tuesday, Saturday and Sunday

Please note: A current Victorian Security Licence with Control Room endorsement is essential.

You’ll Enjoy This Role If You

• Thrive in a busy operational environment where priorities can change quickly.
• Enjoy solving problems and helping people find solutions.
• Stay calm and focused when others need answers quickly.
• Communicate confidently and professionally with a wide range of people.
• Take ownership of issues and follow them through to resolution.
• Enjoy variety and working in an environment where no two shifts are quite the same.

What You’ll Be Doing

Operational Coordination & Communication

• Manage calls from clients, employees and operational teams across Australia.
• Act as a central point of contact for operational updates, service requests and urgent matters.
• Monitor security, cleaning, hospitality and other operational activity across Challenger sites.
• Log, prioritise and coordinate tasks and incidents in line with established procedures and service requirements.
• Coordinate staff dispatch and operational responses when required.
• Track actions and follow matters through to completion.

Incident Management

• Receive, assess and accurately record incidents, complaints and operational issues.
• Make sound decisions about urgency and escalate critical incidents quickly and appropriately.
• Engage relevant operational leaders and stakeholders when issues require further action.
• Maintain clear and accurate incident and communication records for reporting and compliance purposes.

Reporting & Administration

• Prepare daily and ad hoc operational reports.
• Maintain accurate communication notes, incident logs and task records.
• Ensure documentation meets Challenger’s operational, compliance and reporting requirements.
• Identify opportunities to improve processes and contribute to the ongoing effectiveness of the National Operations Centre.

What We’re Looking For

To succeed in this role, you’ll need to be organised, dependable and comfortable managing several priorities at once. You’ll be someone who remains calm under pressure, communicates clearly and takes ownership of getting things resolved.

You will also have:

• A current Victorian Security Licence with Control Room endorsement – essential.
• Previous experience in a National Operations Centre, control room, operations centre, security operations or high-volume call-centre environment.
• Strong verbal and written communication skills.
• The confidence to manage competing priorities and make sound decisions in real time.
• Strong attention to detail and accurate data entry and incident logging skills.
• The ability to remain calm, organised and effective during busy periods or emergencies.
• Confidence working across multiple systems and platforms, including monitoring and ticketing systems and Microsoft Office.
• A reliable, proactive approach and the ability to follow established procedures while using sound judgement.

Why Join Challenger?

• Competitive Remuneration: Hourly remuneration with applicable shift, weekend and public holiday penalties.
• Employee Benefits Program: Through Flare Benefits, access exclusive discounts on everyday essentials and major brands including Woolworths, Amazon and more.
• Career Progression: Build broad operational experience across a national business, with opportunities to develop your career within Challenger.
• Learning & Development: Access ongoing training, online learning and skill-building opportunities to support your development.
• Supportive Workplace Culture: Join a team led by approachable, hands-on leaders who are invested in helping their people succeed.
• Employee Assistance Program (EAP): Confidential, professional mental health and wellbeing support available 24/7.

Bring Your Experience. Be Part of the Team.

At Challenger, we value diversity and are committed to creating an inclusive workplace where everyone feels respected, supported and able to succeed.

We encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples.

If you’re ready to be at the centre of a national operation where every call, decision and action can make a difference, we’d like to hear from you.