Scheduling & Dispatch Officer

3 days ago

Bendigo, Australia Service Stream Full time

Primary Location

Bendigo - Maintenance Services
Job Description Summary

Responsible for the scheduling, coordination and dispatch of work to operational staff based on customer requirements, operational priorities, and availability of both internal and external resources. The Scheduling and Dispatch Officer will be the key interface between the Client Customer Contact Centre and the Service Stream Maintenance delivery team.
About the Role

Key responsibilities
- Receive and dispatch jobs within a timely manner that will not impact on any service level KPI’s. Includes assisting with job scheduling activities for both reactive and planned jobs.
- Monitor the SCADA system as required, including generating alarm response actions by field staff.
- Communicate effectively with internal and external customers, follow prescribed escalation procedures to ensure compliance with contractual obligations and minimise any impacts to the client, customers, third parties and the environment.
- Utilise and monitor GPS to maximise the efficient use of field resources to deliver timely, cost-efficient response and rectification service delivery for customers.
- Monitoring and recording of High-Risk activities such as confined space entries and exits into manholes.
- 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 in Hansen as required, mainly for After Hours SCADA alarm notifications.
- Demonstrate an understanding of PCRM and Operational tasks when creating new service requests.
- Liaison with traffic management providers for all reinstatement jobs.
- Creation of incident reports and managing escalations to Coliban Water Emergency Relief Officers.
- Management of the on-call duty change over process.
- Visitor management (Bridge St. Office only)
- Office system support - iPad/phone set up, MFC training, IT issue management (minor issues) etc.
- Provide additional administration support (as required) to the Contract.

Experience required
- 2 - 3 years’ experience in a similar role.
- Experience within a water and wastewater operational environment.
- Experience within a Customer Service environment.

Qualifications required
- Relevant Industry Diploma or Certification.
- Current Drivers Licence.

Competencies required
- 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 a number of 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 - In particular Asset Management software and Mobile Field Computing systems.
- Knowledge of SCADA systems
Department

Administration

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