Operations & Support Consultant (ADT Care)

About the role The Operations & Support Consultant is a key member of the ADT Care team, responsible for delivering reliable, high-quality service across customer interactions, operational processes and service coordination. This is a 12-month fixed-term role requiring strong ownership, sound judgement and the ability to work effectively across multiple functions, with a consistent focus on customer safety, service quality and accuracy. Key responsibilities Deliver timely, accurate and professional support to customers, technicians and internal stakeholders across all communication channels Take ownership of customer enquiries, ensuring they are managed through to resolution Deliver a consistent and positive customer experience through clear communication and proactive follow-up Maintain accurate and comprehensive records of all customer interactions in Salesforce or other business systems, utilising approved email templates to ensure consistency, continuity and compliance Deliver first-level technical support and troubleshooting for products and services Coordinate and schedule service requests and field technician visits to ensure timely and efficient service delivery Book and confirm appointments in MasterMind or other business systems, ensuring travel allowance is included Support inventory and asset management activities, including tracking, handling, and record maintenance Engage with customers to understand their needs and deliver appropriate solutions Identify opportunities to enhance processes, service delivery and the customer experience, and provide feedback to the Team Leader About you Strong customer service background with experience in call handling, problem-solving and managing multiple priorities under pressure Strong communication, interpersonal and organisational skills with the ability to work flexibly across multiple service areas Competency with digital systems including MasterMind, CRM tools, Microsoft 365 and future systems Adaptable, resilient and able to take ownership, exercise sound judgement and work independently in a fast-paced environment Level 3 NCEA Certificate or equivalent Minimum 2 years experience in a customer service, operations or contact centre environment Experience in Salesforce, MasterMind, and Patriot is desirable Background in the security, medical, or field services industry is desirable Exposure to dispatch coordination or operations support roles is desirable About us At ADT we strive to be Australasia's leading security and safety monitoring partner. Through living our values: Transparency, Inclusiveness, Excellence, we have a responsibility to ensure that all of New Zealand recognises ADT as the leader in the security industry. #J-18808-Ljbffr