Schedule and Dispatch Officer

SA - Hope ValleyAn exciting opportunity has arisen for a Scheduling and Dispatch Coordinator to join Service Stream based in our Adelaide office – Hope Valley

Service Stream Utilities & Infrastructure division are currently seeking a Scheduling and Dispatch Officer to join our growing company.

Nature of position:          Permanent

Location:                           Adelaide - Hope Valley

Reporting Line:                System Optimisation Manager

This position is part of a 24/7 operations team and operates on a structured rotating roster, including day, night, weekend and public holiday shifts as required. Team members work an average of 300hrs over an 8 week cycle.

Key Responsibilities

As a Scheduling & Dispatch Officer, you will play a critical role in the scheduling, coordination and dispatch of work to operational resources based on customer requirements, priorities and the availability of both internal and external resources. You will ensure work is delivered safely, efficiently, and in accordance with contractual and service level requirements.

As the key interface between SA Water's Customer Contact Centre (CCC) and Service Stream Field Services Project Delivery Team, you will have a key role in ensuring effective communication and operational coordination.

This role is responsible for:

• Receiving, prioritising, allocating and dispatching to meet KPI requirements and SA Water’s Customer Service Charter.
• Use GPS tracking systems to monitor and coordinate field resources, ensuring efficient workforce utilisation, timely responses to customer requirements and the safety of employees operating in isolated or remote locations.
• Ensuring the accurate and timely capture of asset data from the field and its entry into SA Water’s Maximo Asset Management System.
• Investigate and resolve data quality issues through exception reports and data validation processes.
• Work collaboratively with SA Water to enhance the myWork application and to maximise the accuracy of data entered in the field.
• Communicate effectively with internal stakeholders and external customers while following defined escalation procedures to ensure compliance with contractual obligations and minimise impacts to the client, customers, third parties while maintaining HSEQ standards.
• Work with team members to resolve complex issues relating to water quality, sewer blockages, odour complaints and the reliability of water services.
• Provide support to internal and external customers on asset details which include, but are not limited to, water and sewer locations.
• Monitor, manage and create service requests as required.
• Provide additional administrative support to the Field Services Contract where practical.
• Other duties as required by the Service Delivery Manager.
• Encourage and support a culture of innovation and improvement within the Dispatch team.

About You

We are seeking a highly motivated and outcome driven individual who is a customer-focused and solutions driven professional who thrives in a fast paced operational environment and enjoys working collaboratively with a wide range of stakeholders.

• Current Driver’s Licence
• Experience within a Customer Service environment.
• 2 + years’ experience in a similar customer service delivery role.
• Sound knowledge of Microsoft Office suite.
• Good written and verbal communications skills
• High level of data entry accuracy and attention to detail.
• Strong time management and organisational skills.
• Ability to work both autonomously and within a team.
• Ability to communicate with all levels of staff.
• Demonstrated problem solving skills.
• Experience in working to a strict set of quality systems.
• Please refer to the Services Capability Framework below where you will find detailed information about Operational, People, Stakeholder and Growth capabilities that support our strategic objectives

About Us

Service Stream, together with its subsidiaries and affiliates, is a leading national service provider to develop and operate Australia's essential communications, energy and water networks in the telecommunications, utilities, and transport industries. We specialise in the design, construction, and maintenance of new and existing networks, and deliver end-to-end engineering and asset management solutions on behalf of our blue-chip client base.

Service Stream is an equal opportunity employer who believes diversity of thought, background and experience strengthens relationships and benefits our people, clients, and communities.

We are committed to cultivate an inclusive and high-performing culture where our people thrive and are proud to bring their whole selves to work, inspiring a respectful and inclusive environment.

Service Stream encourages and welcomes the opportunity for applicants to share their lived experiences.

Service Stream does not accept any unsolicited resume referrals from external Recruitment or Labour Hire Companies. 

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How to Apply