When did you start with G4S as a Network Operations Centre (NOC) Operator? What were you doing beforehand? 

I started with G4S as a NOC Operator early last year, in May 2023 and haven’t looked back! Before this, I gained valuable experience working in the retail and hospitality sectors at McDonald's and Coles.

Would you say your customer service background prepared you well for this role? What skills are essential for success in this position?

Absolutely! Even though this role involves phone-based interactions rather than face-to-face customer service, strong communication skills are paramount. After all, you're constantly communicating with people throughout your shift. My past experience handling pressure and solving problems in customer service has proven invaluable in this position.

In addition, basic computer skills are a must, as we utilise a web-based application for calls and work with various systems and spreadsheets.

Could you elaborate on your responsibilities as a NOC Operator? What kinds of calls do you typically handle?

Our primary focus is to monitor the shifts and well-being of the Mobile Speed Camera Operators (MSCOs).

We're in regular contact with them, especially when they start or end shifts, encounter technical difficulties, or face any issues with members of the public.

Additionally, we handle administrative tasks such as documenting shift information in spreadsheets.

Could you describe the typical call volume in the Operations Centre?

The call volume can vary quite a bit. Some days are relatively quiet, while others are bustling with activity. On average, we handle anywhere from 50 to 100 calls per day.

What's the team size and structure in the Operations Centre?

Our team consists of 13 dedicated professionals: 10 NOC Operators and 3 NOC Supervisors. We operate on a rotating shift schedule to ensure round-the-clock coverage.

Rest assured, you'll never be alone in the Operations Centre – there are always two NOC Operators on duty. In addition, a NOC Supervisor is available as an escalation point to handle any complex issues that may arise.

What's the atmosphere like in the Operations Centre, and how is it equipped?

The Operations Centre is more like a call centre vibe rather than a security control room. Each operator is equipped with three monitors and a headset for handling calls. While there's a CCTV board displaying 16 cameras, we don't directly manage those as it's handled externally.

How does the 24/7 roster work, and what are the advantages for you?

The 24/7 roster offers a fantastic work-life balance with 12-hour shifts, translating to more days off compared to a typical 9-5 job. Additionally, we receive 5 weeks of annual leave!

The typical pattern is 2-3 days on followed by 2-3 days off. We alternate between 2 weeks of day shifts and 2 weeks of night shifts.

Personally, I thrive on the night shifts as I'm more of a night owl. The quieter atmosphere during the nights is a bonus!