Posted: 17 September
Offer description
Dispatch and Monitoring Role
The Dispatch and Monitoring Officer plays a pivotal part in the Maintenance Delivery team, ensuring efficient works delivery. This position requires high customer care and responsiveness while supporting safe and efficient delivery.
* Streamline dispatch functions within the team to eliminate duplication of effort and focus on quality outcomes.
* Handle customer inquiries and calls, maintaining communication via phone, SMS messaging, and online fault maps.
* Prioritise service requests and work orders, efficiently dispatching reactive services utilising internal and external resources.
* Book assets for customers requiring asset requests.
* Identify opportunities for process improvement.
* Monitor SCADA alarms and dispatch resources to address faults and identify escalation requirements.
* Capture chargeable works to recover costs for third-party damage to CHW assets.
* Support third-party providers, including initiation of works with contractors.
* Monitor systems such as Staysafe and intellitrack to ensure staff safety in the field.
* Utilise intellitrack and Microsoft Teams for logistics of Field Works.
* Undertake initial steps for escalations that may occur.
* Promote Maintenance Delivery as the key area for Faults and Difficulties.
* Monitor KPI related service levels which include phone statistics and Essential Service Commission requirements.
The role involves working closely with the maintenance team to deliver effective solutions. The officer will be responsible for handling customer inquiries, prioritising service requests, and monitoring SCADA alarms.
The ideal candidate will possess excellent communication skills, be able to work under pressure, and have a strong attention to detail. They should also be familiar with system software and be able to effectively utilise these tools.
This role offers the opportunity to work in a dynamic environment, develop new skills, and contribute to the success of the maintenance team. The officer will receive training and support to ensure they are equipped to perform their duties effectively.
The Dispatch and Monitoring Officer will play a critical role in ensuring the smooth operation of the maintenance team. They will work closely with other departments to achieve common goals and objectives.
