Customer Service Specialist- Incident Response
vor 1 Monat
Unique Entry Point into A Specialist Field for those with Customer Service Skills Permanent opportunity Location – Kent Street Sydney (WFH options available once training completed) Rotating roster on a monthly basis 8am-8pm How will I help?
Our Group Protective Services (GPS) team provides trusted services to the Westpac Group to protect our people, our customers, and our stakeholders.
This is achieved by providing specialist advice in the areas of safety and security and overseeing & monitoring the security, preparedness, and continuity of the business.
This role sits within the WIRC (Westpac Incident Response Centre), which operates 24/7 and provides security and incident & crisis support services to the business.
Key Accountabilities: Effectively respond to and manage all security alarm activations & security incidents.
Respond to phone calls requesting assistance and requests to report incidents.
Manage written correspondence directed to the WIRC.
Process requests for security guards, site access requests and other process related requests from the network.
Monitor the operational performance of security equipment and raise service calls to repair security equipment.
Co-ordinate law enforcement, emergency services and support services as required.
Monitor News & social media channels & escalate potential impacts to Westpac employees, customers, assets, and operations.
Collate data and publish daily operational reporting.
Prepare and publish Daily Hazard Reporting including highlights on emergency management related issues that may impact Westpac branches and corporate sites.
Support the Westpac Cybersecurity Coordination Centre with detection and triaging of potential cyber related breaches.
What's in it for me?
You'll play a significant part of the future of a business that has been around for over 200 years.
Our purpose is to create better futures together.
So, we'll back you in the development of your career, internal career prospects, and flexible working.
You'll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure.
Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers.
This includes leave to organise adoptions, surrogacy, and foster care arrangements.
And we continue to pay your super contributions while you take all the time you need to get your new family settled.
What do I need?
Excellent customer service skills and experience Active listening skills & the ability to extract relevant information Strong prioritisation and organisation skills Ability and proven track record in working under pressure & in stressful situations An ability to effectively switch between multiple systems while helping impacted colleagues Ability to identify growth and continuous improvement opportunities.
Please note: your flexibility will be required with a rotating roster on a 4 week cycle between the hours of 8am and 8pm.
If you have a passion for helping people, working independently and a customer oriented mindset, then we would love to hear from you
What's it like to work there?
We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other.
At Westpac, making a difference means creating impact, unlocking our own and each other's passions, and transformative success stories to create better futures together.
As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work/life balance, ambition to grow or all the little perks in between.
We'll empower you to shape your career path.
Through personalised upskilling, mentoring, and training opportunities, you're in control of where you start and how you'll grow.
As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility – and champions inclusion.
Hear from some of our people and their experiences working with us.
How do I apply?
Start here.
Just click on the APPLY or APPLY NOW button.
At Westpac, we're all about creating a supportive culture and ensuring our workplaces, branches, products, and services are accessible and inclusive for everyone—our customers, employees, and the wider community.
If you're interested in discussing workplace flexibility, please feel free to mention it in your application.
We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, veterans and reservists, and Indigenous Australians to apply.
If you have questions about the recruitment process, please email ******.
Do you need reasonable adjustments during the recruitment process?
We can provide reasonable adjustments for individuals with disability and/or neurodiversity.
If you require an adjustment to be made during the recruitment process at any stage, please email ******
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