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 Team Leader - Patrol Services at our National Operations Centre, to join our team at Essendon Fields. Reporting to the National Manager - Operations Centres, you will lead the Patrol Services team on shift within our 24/7 Operations Centre.

This is a hands-on leadership role. You will run the shift while your team dispatches mobile patrol officers to alarm activations and emergency responses across our national client base. You are the escalation point for your team on shift, and you make the decisions on incidents that cannot be resolved at operator level.

It suits someone who has worked in a large, busy control room or operations centre and is ready to lead one. You will be comfortable making decisions with incomplete information and holding your team to a standard.

Key Responsibilities

• Leading, supervising and supporting the Patrol Services team on shift, including workload allocation and on-shift coaching
• Owning service delivery across the shift, including response times, escalation handling and client service level requirements
• Monitoring operational activity across the shift and stepping in on escalated incidents, client escalations, criminal incidents and officer welfare concerns
• Overseeing the dispatch of mobile patrol officers to alarm activations, emergency responses and other mobile services
• Managing field officer welfare, including escalated welfare checks and in-vehicle dashcam events relating to fatigue and potential collisions
• Reviewing incident and activity reports for accuracy and quality before they reach the client
• Conducting structured shift handovers and ensuring continuity across the 24/7 operation
• Supporting the development of the team through on-shift training, feedback and performance conversations
• Identifying and escalating recurring issues, process gaps and improvement opportunities to management
• Ensuring the team operates in accordance with established SOPs, licensing obligations and client service level requirements

Roster

This role works a fixed roster of 12-hour shifts within our 24/7 Operations Centre, on a 4 days on, 4 days off rotation across an 8-week cycle.

• Shift times are 0530 to 1730 and 1730 to 0530, worked as a mix of day and night shifts
• The roster covers weekends and public holidays
• Rosters are issued in advance, so you will know your pattern well ahead of time

Please only apply if you can genuinely commit to a sustained 24/7 rotation including nights.

Skills and Qualifications

• Current Victorian Security Licence with Control Room Operator endorsement (mandatory)
• Demonstrated experience leading or supervising a team, ideally within an operations centre, dispatch or 24/7 environment
• Prior control room, dispatch or high-volume operations centre experience
• Sound judgement and decisive under pressure, with the ability to make and own operational decisions in real time
• Ability to hold a team to a standard, give direct feedback and manage performance day to day
• Strong verbal communication skills with a professional, client-focused manner, including conflict resolution
• Strong written communication skills, including reviewing and quality checking incident and activity reports
• Demonstrated ability to manage multiple systems simultaneously under pressure
• Sound computer literacy
• Genuine availability and commitment to a 24/7 rotating roster including nights, weekends and public holidays

Remuneration and Conditions

• Remuneration in accordance with the Wilson Security Victoria Agreement at Level 5, plus a leading hand allowance
• 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