Customer Service Specialist- Incident ResponseWestpac Banking Corporation, Sydney, AustraliaJob DescriptionUnique Entry Point into A Specialist Field for those with Customer Service SkillsPermanent opportunityLocation - Kent Street Sydney (WFH options available once training completed)Rotating roster on a monthly basis 8am-8pmHow 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 do I need?Excellent customer service skills and experienceActive listening skills & the ability to extract relevant informationStrong prioritisation and organisation skillsAbility and proven track record in working under pressure & in stressful situationsAn ability to effectively switch between multiple systems while helping impacted colleaguesAbility 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!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 talentacquisition@westpac.com.au.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 talentacquisition@westpac.com.au.
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