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Operating 24/7, 365 days a year, Care Park’s National Operations Centre (NOC) is the heartbeat of our customer support for car parks across Australia and New Zealand. With 17 dedicated operators, the NOC combines years of experience with a rich diversity of cultures and backgrounds. The longest-serving member has been with Care Park since 2017, and over time, the team has evolved into a close-knit community that celebrates each other’s milestones.
The team’s diversity is one of its greatest strengths. From students just starting university to parents juggling family and career, and even employees transitioning into retirement, the NOC brings together individuals at different stages of life. This inclusive and supportive environment reflects Care Park’s commitment to fostering a workplace culture where everyone can thrive. Recently, the NOC team celebrated the retirement of one of their own, marking a significant moment in the life of the team and reinforcing the lasting relationships within the group.
In addition to their cultural diversity, the team’s technical proficiency is second to none. Each operator is highly skilled in navigating various parking software systems, platforms, and forms. This technical expertise enables them to resolve customer issues efficiently while managing multiple systems simultaneously. Their ability to stay proficient with rapidly evolving technologies is essential in delivering a seamless service experience to Care Park’s clients and customers.
The NOC is an integral part of Care Park’s operations, remotely monitoring over 80 automated sites across Australia and New Zealand. Situated in the heart of Melbourne’s CBD, the state-of-the-art facility provides complete off-site support for various parking systems. Operators use a combination of remote intercoms, CCTV monitoring, and advanced parking access control systems to ensure smooth operations and provide real-time support for car parks. The NOC also plays a pivotal role in managing Licence Plate Recognition (LPR) systems and equipment maintenance to prevent issues before they affect customers. In the event of an emergency evacuation, operators can work remotely, ensuring no disruption in service.
The NOC’s primary goal is to provide a superior level of service with the aim of making every customer interaction smooth and stress-free. During quieter moments, operators focus on preventative measures, such as LPR corrections, to resolve minor glitches before they escalate into bigger problems. The team’s proactive approach helps create a frictionless experience for customers, ensuring everything flows seamlessly without the need for customer interaction.
In addition to direct customer support, the NOC also manages key operational functions like pre-booking management, access card management, and after-hours services. The team diligently escalates unresolved issues to other departments and actively provides feedback to drive continuous improvement across Care Park’s operations. Whether it’s through traffic and congestion monitoring, duress alarm monitoring, or analysing data to improve service delivery, the NOC team ensures Care Park’s promise of quality and reliability is upheld every day.
The NOC’s contributions may not always be in the form of big milestones, but the team’s commitment to consistent, day-to-day excellence is invaluable. Their ability to solve problems, prevent disruptions, and work together seamlessly makes the NOC an essential part of Care Park’s operations.
As demands continue to grow, the NOC team adapts and perseveres, ensuring Care Park operates smoothly, 24 hours a day, 365 days a year. Their story is one of teamwork, dedication, and hard work—ensuring that Care Park’s operations run efficiently and effectively for both customers and car park owners alike.