Schedule and Dispatch Coordinator

Primary Location

Adelaide - Hope Valley
Job Description Summary

An exciting opportunity has arisen for a Scheduling and Dispatch Coordinator to join Service Stream based in our Adelaide office - Hope Valley
About the Role

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

Nature of position: Permanent, Part time

Location: Adelaide - Hope Valley

Reporting Line: System Optimisation Manager

Key Responsibilities

You will be responsible for the scheduling, coordination, and dispatch of work to operational staff based on customer requirements, priorities, and availability of both internal and external resources. The Scheduling and Dispatch Coordinator will be the key interface between the SA Water Customer Contact Centre (CCC) and the Service Stream FS Project Delivery Team (Service Delivery Manager). There will also be a shared component of improving and investigating the data integrity coming back from the field collection sources.

This role is responsible for
- Receive jobs from SA Water Customer Care Centre (CCC) allocate and dispatch job to nearest available appropriate crew to meet the requirements of the KPI regime and SA Water’s Customer Service Charter
- Ensure the timely and accurate capture of asset data from the field and input into SA Water’s Maximo Asset Management System
- Address data quality errors identified in data quality exception reports in a timely manner, using the agreed process, such as data validation reports within the Click / Maximo systems
- Work with SA Water to enhance the WOA to maximise the accuracy of data entered in the field
- Communicate effectively with internal stakeholders and external customers, follow prescribed escalation procedures to ensure compliance with contractual obligations and minimise any impacts to the client, customers, third parties and HSEQ
- Cover Dispatch Shifts when applicable due to unforeseen leave.
- Use and monitor GPS to maximise the efficient use of field resources to deliver timely, cost-efficient response and rectification service delivery to customers
- Use and monitor GPS to safeguard field staff working alone or in remote location situations
- Monitor and record High Risk activities, such as confined space entries and exits into manholes
- 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
- Call back customers to obtain, escalate and document customer satisfaction as required
- Attention to detail when entering data into systems to ensure that information is accurate
- Creation of new service requests in appropriate systems and apps (e.g. Click, WOA, JAMS)
- Monitor, manage and create service requests as required for After Hours notifications
- Demonstrate an understanding of PCRM (Preventative, Corrective and Reactive Maintenance) and Operational tasks when creating new service requests
- Provide additional administration support (where feasible) to the FS Contract
- Other duties as required by the Service Delivery Manager
- Input into development of scripts for the CCC (to assist in dispatch sending the ‘right crew first time’) as agreed with SA Water
- Encourage and support a culture of Innovation & Improvement within the Dispatch team.

This opportunity will suit a highly motivated and outcome driven individual who has a passion for delivering positive client outcomes, and a knack for effective stakeholder engagement.

About You
- Relevant Industry Diploma or Certification
- Current Driver’s Licence
- Experience within a Customer Service environment.
- 2 + years’ experience in a similar customer service delivery role
- Good written and verbal communications skills
- High level of data entry accuracy and attention to detail
- Strong time management and organisational skills
- Ability to handle several tasks simultaneously
- Ability to work both autonomously and within a team
- Ability to communicate with all levels of staff
- Demonstrated problem solving skills
- Sound knowledge of Microsoft Office suite
- Familiar with IT software (e.g., Click, WOA, Maximo, JAMS and MFC systems)
- Knowledge of SCADA systems
- 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 net