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Dispatch & Monitoring Officer

3 months ago

Ballarat, Australia Randstad Full time

Randstad is currently partnering with a State Government organisation based in Ballarat - Seeking a Dispatch & Monitoring officer for their Maintenance Delivery team to start ASAP.

Job Title - Dispatch & Monitoring Officer
Assignment type - 12 months contract role
Hours - 38 hrs per week (onsite for the first 4 weeks and then hybrid flexibility - 2 days wfh)
Pay rate - $45/hr - $55/hr + super

Purpose
Join our Maintenance Delivery Works Management Centre as a Dispatch and Monitoring Specialist. In this role, you will ensure efficient dispatch and monitoring functions, providing exceptional customer service and supporting safe, effective field operations.

Key Duties & Responsibilities:
- Lead the dispatch function within the team, ensuring proactive and high-quality outcomes.
- Manage customer fault calls and inquiries through phone, SMS, online fault maps, and other services.
- 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.
- Perform other duties as directed.

Qualifications and Experience:
- 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.

Key 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.

Apply Today:

If you're ready to take on a dynamic role with a focus on efficiency and customer satisfaction, apply now to join the team as a Dispatch and Monitoring Specialist

Reach out to Rashi.Joshi@randstad.com.au for more details.