National Operations Centre Operator - Security

Wilson Security; City of Melbourne; On-site; AUD 80,000 - 100,000; Full time

Benefits offered by this job

5 weeks annual leave

Free onsite parking

EF staff discount program

Employee Assistance Program (EAP)

Job summary

Wilson Security is seeking a full-time Operations Coordinator - Patrol Services for our National Operations Centre at Essendon Fields. You will coordinate and dispatch mobile patrol services nationwide, act as the central point between field staff, service providers and clients, and ensure timely responses to alarm activations 24/7.

You will monitor officer welfare, manage incident responses, and maintain service delivery standards in a fast-paced environment.

Qualifications

• Experience in a dispatch, coordination, or high-volume operations centre environment is desirable.
• Strong verbal communication skills with a professional, client-focused manner.
• Strong written communication skills including incident and activity report writing.

Responsibilities

• Coordinating and dispatching mobile patrol officers to alarm activations, emergency responses, and other mobile services, both scheduled and reactive
• 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, stakeholders, and supply partners
• Maintaining accurate records across Wilson Security’s operational systems
• Answering inbound calls and managing email correspondence related to mobile service operations
• Operating in accordance with established SOPs and client service level requirements to ensure consistent and compliant service delivery

Skills

Dispatch coordination

High-volume operations

Client-focused communication

Incident reporting

Problem solving

Job description

National Operations Centre Operator - Security

About the Company

Wilson Security is a leading Australian provider of integrated security services. From security guards and mobile patrols, to alarm responses, concierge and armed guarding, we offer high quality solutions to suit any organisation. Our successful operations are underpinned by superior performance and the strength of our relationships.

About the Role

Wilson Security is seeking a full-time Operations Coordinator - Patrol Services to join our National Operations Centre at Essendon Fields. Reporting to the Operations Centre Team Leader, you will be responsible for coordinating and dispatching mobile patrol services across Wilson Security’s national client base, spanning all Australian states and territories, from within our 24/7 Operations Centre.

This role sits at the centre of our mobile services operation. You will be the point of contact between our field staff, service providers and our clients, ensuring timely responses to alarm activations, managing incidents and officer welfare, and maintaining service delivery standards across 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
• 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, stakeholders, and supply partners
• Maintaining accurate records across Wilson Security’s operational systems
• Answering inbound calls and managing email correspondence related to mobile service operations
• Operating in accordance with established SOPs and client service level requirements to ensure consistent and compliant service delivery

Skills and Qualifications

• Current Victorian Security Licence with Control Room Operator Endorsement (mandatory)
• Experience in a dispatch, coordination, or high-volume operations centre environment is highly desirable
• Strong verbal communication skills with a professional, client-focused manner
• Strong written communication skills including incident and activity report writing
• Demonstrated ability to manage multiple systems simultaneously under pressure
• Calm, organised, and decisive when handling competing priorities in a fast-paced environment
• Ability to problem-solve independently and think quickly when situations elevate

Remuneration & Conditions

• Remuneration in accordance with the Wilson Security Enterprise Agreement at Level 5
• 12-hour rotating shifts covering days and nights, on a 7-day fortnight roster pattern (5 days one week, 2 days the next)
• 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)

Wilson Security Pty Ltd is an Equal Opportunity Employer.

Master Licence: 85518521S