Security & Client Service Concierge | GSOC Operator

• Job Title:  GSOC Operator | Security & Client Service Concierge 

• Location: SPG HO, Sydney – working on-site 

• Full-Time Hours of Work:  The Security Concierge will work on a roster covering 24/7/365. Shift hours are 0600 to 1800hrs and 1800 to 0600hrs (2 days, 2 nights, 4 off). 

 This role operates within the Global Security Operations Centre (GSOC), which functions 24/7/365 as a central command and monitoring centre, crisis management and information hub built on actionable intelligence. 

This is not a cybersecurity role or traditional concierge role.

Purpose of the Role 

The Security Concierge is part of our Global Security Operations Centre (GSOC) and serves as the primary point of contact for clients and stakeholders requiring support, information and assistance. Working within a fast-paced, 24/7 operational environment, you will sit at the centre of client support, security monitoring and incident coordination. Combining the skills of a professional concierge with the capabilities of a GSOC, the concierge delivers exceptional service, proactive communication and timely coordination during routine and incident-driven situations. The role focuses on enhancing client experience, customer service, and ensuring seamless support while maintaining awareness of security, operational and travel-related risks.  

It is a varied, hands-on role suited to someone who enjoys being busy, thinks ahead and is confident managing multiple priorities at once. 

What you’ll do: 

The Security Concierge will be responsible for: 

• Client Support and concierge services: deliver professional support to clients via phone, emails and messages; act as a trusted point of contact for requests, anticipate client needs and proactively provide assistance, coordinate services with internal teams, maintain a high standard of customer care and confidentiality.  

• Monitoring and situational awareness: monitor CCTV and alarms and respond to these.  

• Incident coordination and monitoring: serve as first point of contact during incidents, emergencies or request for assistance.  

• Relationship management: develop and maintain positive relationships with clients and suppliers; represent the organisation professionally and uphold service excellence standards.  

• Maintain accurate records, reports and operational logs 

• Handle sensitive and confidential information with discretion 

 What we’re looking for: 

• Exceptional customer service and relationship management skills.  

• Ability to remain calm, professional and solution-focused under pressure.  

• Excellent organisational and multitasking skills.  

• Experience in concierge services, hospitality, call-centres or customer service.  

• Experience supporting high-profile individuals or VIP clients.  

• Experience working nights. 
  

Experience within security operations, a control room, premium hospitality, aviation, concierge services, call centres or another customer-focused operational environment will be highly regarded. 

For the right person, this is an opportunity to develop a unique combination of security operations, situational awareness, client service and incident management experience in an environment where no two shifts are necessarily the same. 

If you enjoy being busy, taking ownership and working in a role where you need to think on your feet, we'd love for you to apply!