Rostering & Dispatch Operations Coordinator (24/7)

Wilson Group; City of Melbourne; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Free onsite parking at Essendon Fields

Employee Assistance Program (EAP)

Wellbeing Hub and health insurance-dis

EF staff discounts

Job summary

Wilson Security is seeking an Operations Coordinator to manage after-hours rostering, call handling and real-time incident support across our 24/7 Guarding Services operations at Essendon Fields in Melbourne.

You will coordinate with field staff, clients and suppliers, handling urgent rosters, attendance delays and escalations, with training provided on our systems. The role offers a rotating night shift with structured leave and onsite parking.

Qualifications

• Experience in dispatch, rostering, call centre or high-volume operations centre environment.
• Ability to manage multiple systems simultaneously under pressure.
• Strong verbal communication skills with a professional, client-focused manner.
• 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.
• Genuine availability and commitment to a rotating 24/7 roster on set shift patterns.

Responsibilities

• After-hours and urgent rostering coordination of static guarding services across Wilson Security's national client base, including sourcing replacements and closing coverage gaps
• Managing real-time exceptions including attendance delays, client escalations, and officer welfare concerns
• Escalating operational incidents and completing accurate incident and activity reports
• Communicating professionally with clients, field staff, stakeholders and supply partners
• Answering inbound calls and managing email correspondence
• 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

Skills

Dispatch

Rostering

Call centre

High-volume ops

Multisystem literacy

Communication (verbal)

Job description

Wilson Security is seeking an Operations Coordinator to manage after-hours rostering, call handling and real-time incident support across our 24/7 Guarding Services operations at Essendon Fields in Melbourne.

You will coordinate with field staff, clients and suppliers, handling urgent rosters, attendance delays and escalations, with training provided on our systems. The role offers a rotating night shift with structured leave and onsite parking.