Job Description

National Operations Centre

About the Company

Wilson Security is one of the largest providers of integrated security services in Australia and New Zealand. From security officers and mobile patrols to alarm response, concierge and armed guarding, we deliver solutions across a wide range of sectors, supported by an experienced management team and a national infrastructure operating 24 hours a day.

Our purpose is to build a safer future for everyone, underpinned by our values of Care, Innovation, Accountability and Integrity.

About the Role

Wilson Security is seeking a full time Operations Coordinator - National Operations Centre, to join our team at Essendon Fields on a reliever line. Reporting to the Operations Centre Team Leader, you will work across both Guarding Services and Patrol Services, providing coverage across the full 24/7 roster.

This is a broad role. On any given shift you may be dispatching mobile patrol officers to alarm activations, managing after-hours rostering and coverage for static guarding sites, handling escalated incidents, or supporting officer welfare in the field. You will be the point of contact between our field staff, supply partners and our clients across all Australian states and territories.

The reliever line is a varied position in the Operations Centre. It suits someone who picks things up quickly, is comfortable moving between different systems and priorities, and can hold a professional standard in a high-volume environment.

Key Responsibilities

• Coordinating and dispatching mobile patrol officers to alarm activations, emergency responses and other mobile services, both scheduled and reactive
• After-hours and urgent rostering coordination of static guarding services across Wilson Security's national client base, including sourcing replacements and closing coverage gaps
• Monitoring field officer welfare, managing escalated welfare checks, and responding to in-vehicle dashcam events relating to fatigue and potential collisions
• Management and escalation of CCTV events across remote and local sites
• Managing real-time exceptions including attendance delays, client escalations, criminal incidents and officer welfare concerns
• Escalating operational incidents and completing accurate incident and activity reports
• Communicating professionally with clients, field staff, internal stakeholders and supply partners
• Answering inbound calls and managing email correspondence across both guarding and mobile service operations
• Accurate data entry and record keeping across Wilson Security's operational systems
• Operating in accordance with established SOPs and client service level requirements to ensure consistent and compliant service delivery

Roster

This is a full time reliever line, so it does not sit on a fixed roster pattern. You will provide coverage across both Guarding Services and Patrol Services, backfilling annual leave, personal leave, training and vacancies.

• Predominantly 12-hour shifts across a 24/7 roster, covering days and nights, weekends and public holidays
• Shift patterns can change from fortnight to fortnight depending on where coverage is required, so you will work a mix of day and night rotations rather than a set cycle
• Rosters are issued in advance, however some shifts will be allocated or amended at short notice to cover unplanned absence

You will be trained across both services, and across systems. Flexibility is the core requirement of this role, so please only apply if you can genuinely commit to a rotating 24/7 pattern that changes.

Skills and Qualifications

• Current Victorian Security Licence with Control Room Operator endorsement (mandatory)
• Experience in a dispatch, rostering, call centre or high-volume operations centre environment is highly desirable
• Demonstrated ability to manage multiple systems simultaneously under pressure
• Strong verbal communication skills with a professional, client-focused manner, including conflict resolution
• Strong written communication skills, including incident and activity report writing
• Sound computer literacy
• Calm, organised and decisive when handling competing priorities in a fast-paced environment
• Ability to problem-solve independently and think quickly when situations escalate
• Genuine availability and commitment to a rotating 24/7 roster with variable shift patterns

Remuneration and Conditions

• Remuneration in accordance with the Wilson Security Victoria Agreement at Level 5 (Patrol Services), and the Clerks-Private Sector Award 2020 at Level 3 (Guarding Services)
• 5 weeks annual leave
• Free onsite parking at Essendon Fields
• Access to the Essendon Fields staff discount program via your EF employee ID
• Access to our Employee Assistance Program (EAP)
• Comprehensive training and development, employee benefits including a Wellbeing Hub and health insurance discounts

Apply

If this opportunity interests you, please click APPLY and submit your application (resume and cover letter), which will be treated in the strictest confidence.

Wilson Security is committed to building a workforce that reflects the diversity of the communities we protect, with a focus on supporting Aboriginal and Torres Strait Islander peoples. Wilson Security Pty Ltd is an Equal Opportunity Employer.

Master Licence 85518521S