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Dispatch and Monitoring Officer

2 months ago

Ballarat, Victoria, Australia Randstad Australia Full time

Randstad Australia is currently partnering with a State Government organisation to seek a skilled professional for a 12-month contract role as a Dispatch and Monitoring Officer in their Maintenance Delivery team.

Key Responsibilities:

  • Lead the dispatch function within the team, ensuring proactive and high-quality outcomes.
  • Manage customer fault calls and inquiries through various channels.
  • Assess and prioritize service requests and work orders for efficient dispatch using internal and external resources.
  • Book asset requests for both internal and external customers.
  • Identify and implement improvements in systems and processes.
  • Monitor SCADA alarms, dispatch resources, and escalate issues when necessary.
  • Capture chargeable works to recover costs for third-party damage to assets.
  • Support third-party providers and initiate contractor work.
  • Ensure staff safety in the field using systems like Staysafe and Intellitrack.
  • Coordinate field work logistics using Intellitrack and Microsoft Teams.
  • Handle initial escalations and promote Maintenance Delivery as the primary contact for faults and difficulties.
  • Monitor KPI-related service levels, including phone statistics and Essential Service Commission requirements.

Requirements:

  • Diverse experience in customer service, communication, record keeping, reporting, and coordinating field maintenance.
  • Preferred but not essential: experience in the Victorian Water Industry or similar service/infrastructure maintenance.
  • Experience working in a fast-paced team environment.

Selection Criteria:

  • Proven experience in a similar service and dispatch environment, with a focus on health and safety and customer experience.
  • Ability to thrive in a fast-paced operational setting and build positive team relationships.
  • Proficiency in using various computer systems.
  • Experience in training and coaching team members to meet KPIs.