Dispatcher

• Contribute to a centre of excellence for the planning and scheduling of maintenance related services across Sydney Water's Networks
• Ensure the delivery of high levels of customer service relating to all customer contacts
• $112,163.35 + shift loading + superannuation + leave loading + rostered leave
• 24/7 shift-based role
• Permanent position

At Sydney Water, we’re passionate about making a difference to the lives of our customers and communities.

About us

We have a proud heritage and a progressive future, providing world class drinking water and beautiful waterways from the mountains to the sea. We see the world is changing so we are changing too. Our people and their jobs are as diverse as the communities we serve. 

About the role

In this role, you will report to the Response Crew Leader and you will manage the resource allocation of works to maintenance crews within the Networks business to ensure that resources are allocated appropriately to maximise customer, environmental and business efficiency outcomes. The role will provide active incident management support and work to enhance Sydney Water’s corporate reputation and build trust with our customers, regulators, and stakeholders.

The roles responsibilities:

• Ensure that the customer impact of daily maintenance activities is minimised 
• Provide 24/7 response capability for network related faults 
• Work closely with peers in Customer Delivery, particularly Area Planning teams, Operations and Maintenance, and contractors to provide a seamless service to customers 
• Liaise with other utilities and contractors to allow repair work to be completed in a timely manner 
• Coordinate the workflow for Networks customer facing field employees to meet priority timeframes 
• Initiate and manage proactive communications to customers affected by water supply interruptions or maintenance activities 
• Provide high quality operational insights and assistance to Networks teams by utilising all available information sources in a timely manner 
• Provide accurate and timely feedback to customers and Customer Hub team on job status 
• Answer phone calls from customers during overnight periods, understand the customer problem and act to resolve

About you

• Demonstrated ability to work under pressure in a high demand environment with the ability to prioritise and manage tasks effectively.
• Demonstrated customer service skills and proven ability to operate in a customer centric manner.
• Demonstrated ability to work collaboratively in a team environment and the ability to establish effective working relationships with field staff, and other key stakeholders.
• Demonstrated negotiation skills and the ability to influence a dispersed customer facing field-based workforce to meet service standards and achieve excellence in customer service to a large customer base.
• Ability to provide emergency and incident management, including the ability to be contactable 24/7 and be available to lead incident response.
• 1-5 years’ experience in utility network operations, or experience deemed relevant. Ability to work autonomously (such as single person jetter or first call responding as a network technician) are highly regarded.

Additional note: Must be prepared to work a rostered shift pattern including after hours, weekends and public holidays.

Closing date: Wednesday 13th March 2024.

Please see the position description for the role’s full accountabilities.

As part of your application you will be required to upload a cover letter addressing the About You section of this role. Please ensure that your cover letter is no longer than 2 single pages in length.

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. For more information, you can contact ***********@sydneywater.com.au

Sydney Water welcomes you to apply if you feel you meet the selection criteria. The successful completion of a Criminal History Check and Medical Assessment form part of the application process.

Please advise if you require any adjustments to actively participate in the application and recruitment process.

We want your perspective and ideas to help us find better ways to delight our customers, so we encourage you to apply no matter your age, sex or culture. You can be part of a committed, highly skilled team who’ll appreciate what you bring to the table. You’ll set and achieve real goals and make decisions that matter, as together we help shape the lifestyle of greater Sydney.

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application