Senior Dispatch & Works Scheduling Officer

Primary Location Bendigo - Maintenance ServicesJob Description Summary Responsible for playing a leading role in 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 Senior Dispatch & Works Scheduling Officer will be the key interface between the Client Customer Contact Centre and the Service Stream Maintenance delivery team.About the RoleKey responsibilities

• Provide Coliban Water a key liaison on complex issues and customer complaints.
• Act as a key liaison with the wider contract management team.
• Assisting in keeping track of job performance in terms of timeliness and completion rates.
• 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.
• Coordinating team leave requests and site attendance rosters.
• Visitor management (Bridge St. Office only)
• IT Liaison/triage for JAMS/Maps, SCADA outages/performance.
• Office system support – iPad/phone set up, JAMS & 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
• Experience in working to a strict set of quality systems

Department AdministrationHow to ApplyIf this sounds like you apply now to the Service Stream Recruitment Team via the online application button.