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 in a wide range of sectors and is committed to shaping the future of security by offering innovative and sustainable solutions that create enduring value for our people, customers, and the communities we operate in. 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, as well as the principles of ESG excellence. ABOUT THE ROLE: • Location: Melbourne Airport • Full-Time permanent position • Rotating 24/7 roster • Competitive salary As a Duty Manager at Melbourne Airport, you’ll be responsible for ensuring the smooth flow of traffic and passengers, maintaining safety and security across terminal drop-off zones. You'll act as an authorised officer enforcing Traffic Management controls under relevant regulations, reporting directly to the Precinct Manager and Melbourne Airport client. This role requires prompt reporting of incidents, strong daily audit practices, and a commitment to delivering exceptional customer service in a dynamic airport environment. DUTIES & RESPONSIBILITIES: Core Leadership & Operational Skills • Team Leadership: Ability to lead and supervise large, diverse teams across multiple shifts and locations. • Crisis Management: Skilled in responding to incidents, emergencies, and operational disruptions in a calm and controlled manner. • Decision-Making: Sound judgment in fast-paced and high-pressure situations. • Operational Oversight: Proven ability to manage ground transport zones (e.g. taxi, Uber, buses, and public pickup areas) efficiently. Customer Service & Stakeholder Management • Customer Experience Focus: Commitment to delivering excellent service to passengers, transport providers, and the public. • Stakeholder Engagement: Strong interpersonal skills to collaborate with airlines, security, Victoria Police, ground transport operators, and internal departments. • Conflict Resolution: Confident in de-escalating disputes, managing complaints, and handling difficult situations professionally. Compliance & Safety • Knowledge of Airport Regulations: Understanding of aviation security requirements, landside transport rules, and airport authority procedures. • Workplace Health & Safety (WHS): Enforcing and promoting safe work practices for staff and contractors. • Policy Enforcement: Ensuring transport and operations comply with Melbourne Airport standards and guidelines. Technical & Administrative Skills • Incident Reporting: Accurate and timely completion of reports including incidents, breaches, and operational summaries. • System Proficiency: Familiarity with airport systems, surveillance tools (CCTV), and digital reporting platforms. • Roster & Shift Management: Ability to interpret, adjust, and action staff rosters in alignment with operational needs. Other Valuable Skills • Adaptability: Flexible to operate across all terminals, transport modes, and changing daily needs. • Time Management: Effectively prioritising multiple tasks and delegating when necessary. • Communication: Clear and professional communication—both written and verbal—with internal and external parties. WHO WE ARE LOOKING FOR: • Must have the right to work in Australia • Security License with control room endorsement (required) • Certificate III in Security Operations (required) • Current First Aid Certificate (required) • Management experience • Strong customer service orientation • Effective problem-solving abilities • Sound literacy and numeracy skills • Proven adaptability in dynamic environments • Excellent verbal communication skills Wilson Security is an employer of choice, engaging with our people both online and in person. We offer comprehensive Training and Development, Employee Benefits like a Wellbeing Hub, Health Insurance discounts, and Employee Assistance Programs. Our Innovation Council and Corporate Social Responsibility team connect with our communities through fundraising, sponsorship, and team building. In 2021, we were recognised by the Australian Security Industry Association as the Outstanding Security Guarding Company. We are 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. Our inclusive culture celebrates innovation and teamwork, highlighted by our monthly STRIVE awards. Master License (85518521S) Wilson Security is a leading Australian provider of integrated security services. From security guards and mobile patrols, to alarm responses and concierge, we offer high quality solutions to suit any organisation. Our successful operations are underpinned by superior performance and the strength of our relationships.