A leading national service provider in Australia’s essential communications, energy, and water networks is seeking a motivated and outcome driven Scheduling and Dispatch Coordinator to join their team at the Hope Valley office in Adelaide. This is an exciting opportunity to be part of a 24/7 operations team working a structured rotating roster of 9 hour shifts across days, afternoons, and nights, with regular blocks of days off and generous shift and weekend penalty rates. If you have experience in a customer service delivery role, strong data entry accuracy, and excellent communication skills, this 12 month contract position offers the chance to be the key interface between the SA Water Customer Contact Centre and the Field Services Project Delivery Team. You will schedule, coordinate, and dispatch work to operational staff based on customer requirements, priorities, and resource availability, ensuring timely and efficient service delivery.
Company Overview
Service Stream is a leading national service provider that develops and operates Australia’s essential communications, energy, and water networks across the telecommunications, utilities, and transport industries. They specialize in the design, construction, and maintenance of new and existing networks, delivering end to end engineering and asset management solutions on behalf of their blue chip client base. They are committed to cultivating an inclusive and high performing culture where their people thrive and are proud to bring their whole selves to work. Service Stream encourages and welcomes the opportunity for applicants to share their lived experiences.
Key Responsibilities
- Receive jobs from the SA Water Customer Care Centre, allocate and dispatch jobs to the nearest available appropriate crew to meet KPI requirements 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 agreed processes such as data validation reports within the Click and Maximo systems.
- Work with SA Water to enhance the Work Order Application to maximize the accuracy of data entered in the field.
- Communicate effectively with internal stakeholders and external customers, following prescribed escalation procedures to ensure compliance with contractual obligations and minimize impacts to clients, customers, third parties, and HSEQ.
- Cover Dispatch Shifts when applicable due to unforeseen leave.
- Use and monitor GPS to maximize 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 including water and sewer locations.
- Call back customers to obtain, escalate, and document customer satisfaction as required.
- Enter data into systems with high attention to detail to ensure information accuracy.
- Create new service requests in appropriate systems and apps such as Click, Work Order Application, and JAMS.
- Monitor, manage, and create service requests as required for After Hours notifications.
- Demonstrate an understanding of Preventative, Corrective, and Reactive Maintenance and Operational tasks when creating new service requests.
- Provide additional administration support to the Field Services Contract as feasible.
- Input into the development of scripts for the Customer Care Centre to assist in sending the right crew first time, as agreed with SA Water.
- Encourage and support a culture of innovation and improvement within the Dispatch team.
Qualifications
A relevant industry diploma or certification is required. A current driver’s licence is required. Experience within a customer service environment is essential. Two or more years of experience in a similar customer service delivery role is required. Good written and verbal communication skills are essential. A high level of data entry accuracy and attention to detail is required. Strong time management and organizational skills are essential. The ability to handle several tasks simultaneously is required. The ability to work both autonomously and within a team is essential. The ability to communicate with all levels of staff is required. Demonstrated problem solving skills are essential. Sound knowledge of the Microsoft Office suite is required. Familiarity with IT software such as Click, Work Order Application, Maximo, JAMS, and MFC systems is required. Knowledge of SCADA systems is required. Experience in working to a strict set of quality systems is essential.
Benefits and Perks
This 12 month contract position offers a competitive annual salary ranging from AUD 75,000 to AUD 85,000 depending on experience, plus generous shift and weekend penalty rates. The structured rotating roster of 9 hour shifts across days, afternoons, and nights provides regular blocks of days off and considers employee leave requests. Working with a leading national service provider offers stability and the opportunity to work on essential infrastructure services. The company is committed to fostering a diverse and inclusive workplace where all team members can thrive.
How to Apply
Qualified candidates who meet the requirements and are ready to join a team that delivers essential water services are encouraged to apply. Please submit your application through the Service Stream Recruitment Team via the online application button. Service Stream does not accept any unsolicited resume referrals from external Recruitment or Labour Hire Companies. Apply today to become part of a team that keeps Australia’s essential water services flowing. Your coordination skills will help ensure that communities receive timely and reliable service.