Monitoring Operator - Fire

About Us

With over 200 years of heritage, Chubb is a global leader in fire and security solutions, dedicated to protecting what matters most and giving our customers peace of mind. As part of APi Group, a global leader in safety and specialty services, Chubb brings industry‑leading expertise, trusted reliability, and forward‑thinking technology to every customer and community we serve.

About the Role

This is a dynamic, fast‑paced role where no two days are the same. You will need to respond quickly to fire alarm activations, follow established monitoring and escalation procedures, and remain calm and focused in high‑pressure situations. At times you may be handling live fire alarm calls from customers, while at other times supporting monitoring operations for sites and teams across different states around the country. It is a highly rewarding opportunity to play a critical role in protecting people, property, and businesses while supporting customers during potentially serious and time‑sensitive incidents.

• Monitor and respond to fire alarm, fault, no communications events and inbound/outbound calls.
• Liaise with customers, emergency services, technicians, security guards and facility managers.
• Complete accurate administrative tasks covering all facets of alarm monitoring.
• Log after‑hours job requests and schedule/dispatch technician jobs.
• Log Driver Safety calls from the public

Location & Roster

• 100% office-based role based at our Jandakot office
• Enjoy a balanced schedule with a rotating 4 on / 4 off roster, working 12 hour day and night shifts that provide extended time off between rotations.

Key Responsibilities

• Provide first response support to customers when they need assistance
• Notify nominated contacts, fire services and clearly communicate critical emergency information
• Deliver timely and accurate responses in line with procedures and standard work
• Complete accurate administrative tasks including: contact updates, entering new client data, client support, record keeping
• Manage a high volume of inbound & outbound calls
• Liaise with customers, emergency services, technicians, security guards, stakeholders and facility managers.

About You

• Strong customer service experience with excellent verbal and written communication skills (ideally in a similar environment)
• Exceptional active listening skills with the ability to capture and relay information accurately (including verbatim) in high-pressure situations
• Calm under pressure with sound judgement and decision-making skills
• Strong organisational skills, time management, and ability to prioritise tasks
• Ability to work independently and as part of a team
• Confident computer literacy (Windows-based applications), good typing skills, and the ability to accurately enter information into computerised systems
• Willingness to undertake Pre-employment medical including drug and alcohol test and National Police Check

Benefits and Perks

• Comprehensive training and ongoing development to support your career progression
• Competitive pay and shift allowances
• 5 weeks annual leave & overtime opportunities
• Free onsite parking
• A supportive, collaborative team environment
• Access to a company discount portal across thousands of retailers, including insurance, health, and groceries
• Fitness Passport access for you and your family

We believe in diversity and inclusion and welcome applicants from different backgrounds. This includes First Nations people, people with disability, LGBTIQA+ and all cultural and language backgrounds.