Patrol Client Services Coordinator

ABOUT WILSON:

As one of the largest providers of security services in Australia and New Zealand, our valued employees are supported by a highly experienced management team, industry-leading expertise, and a strong local and national infrastructure operating 24 hours a day.

Our vision is to be the most trusted provider of integrated security solutions, and our purpose is to build a safer future for everyone. Wilson Security operates across a wide range of sectors and is committed to shaping the future of security through innovative and sustainable solutions that create enduring value for our people, customers, and the communities we serve.

Wilson Security’s journey towards a more sustainable and responsible future is brought to life through our core values of Care, Innovation, Accountability, and Integrity, underpinned by the principles of ESG excellence.

 About the role: 

• Port Melbourne, VIC location
• Competitive Salary ($70,000 to $75,000 + Super)
• Full-time permanent role – Monday to Friday 9am to 5pm

The Patrols Services Coordinator provides operational and administrative support to state-based Patrol teams, assisting in the effective management of patrol contract performance and compliance. Acting as a key liaison, it ensures the seamless flow of information, reporting, and direction between the Patrols Manager, Patrol Services Manager, clients, and customer service teams, supporting the consistent delivery of high-quality patrol services.

 Duties will include:

Contract Support
• Monitor day-to-day contract performance, ensuring compliance with contractual and budget requirements
• Track Patrol Officer performance against Contract Management Plans and Site Briefs, escalating issues as needed
• Coordinate client patrol requests, scheduling and allocating jobs via WILSAR
• Liaise with key stakeholders to support reporting, performance reviews, and issue resolution
• Monitor and report on claims, complaints, and staff matters
• Manage subcontractors, ensuring compliance, approvals, accurate invoicing, and cost control
• Keep clients informed of site developments and incidents
• Oversee client invoicing and credit processes, ensuring timely month-end completion
• Support Sales Managers with new site setups
• Ensure compliance with company policies and relevant legislative requirements

Administration & Reporting
• Prepare and deliver patrol reports within required timeframes
• Respond to client requests promptly and professionally
• Manage and resolve client complaints, escalating where required
• Reconcile subcontractor invoices against WILSAR records
• Complete scheduled and ad hoc reporting
• Maintain accurate, timely data entry and job closure
• Investigate and resolve data discrepancies
• Assist with updates to Site Briefs

To be successful in this role, you will require:

• Ability to manage multiple deadlines in a fast-paced environment
• Strong written and verbal communication skills
• Able to work both independently and collaboratively within a team
• Strong problem-solving capability
• Proven ability to build relationships across all levels
• High level of discretion and confidentiality
• Excellent administrative and organisational skills with strong attention to detail

If you think you have what it takes to be a Wilson employee, don't hesitate to apply now. 

Wilson Security is an employer of choice, and we engage with our people using a number of mediums, including online and in person. We offer Training and Development, Employee benefits, including a Wellbeing Hub, Health Insurance discounts and Employee Assistance Programs; we have an Innovation Council and a Corporate Social Responsibility team inspired to find innovative ways to connect with our people and the communities in which we work through fundraising, sponsorship and team building activities. In 2021, Wilson Security was recognised by our industry as the winner of the Outstanding Security Performance Awards for being an Outstanding Security Guarding Company as presented by the Australian Security Industry Association.

At Wilson Security, we are building a workforce that is representative of the community we protect.

We welcome people from diverse backgrounds and are committed to providing opportunities for Aboriginal and Torres Strait Islander people with employment and career opportunities. We have an inclusive culture where innovation and teamwork are celebrated in many ways, including our monthly STRIVE awards.

Master Licence: 85518521S