Works Coordinator

Connect Sydney; City of Melbourne; On-site; AUD 80,000 - 100,000; Full time

Job summary

Connect Sydney is seeking a Works Coordinator in Clayton, VIC to oversee dispatch of field personnel for gas utility service calls, maintenance, and emergencies. The role emphasizes safe, efficient operations, rosters, and SAP-based administration, with a focus on compliance and high-quality customer service.

Reporting to the Performance Lead, you will be responsible for monitoring queues, allocating technicians, and analysing workforce trends to forecast demand and drive process improvements.

Qualifications

• Experience in scheduling and/or dispatching.
• Strong analytical and problem-solving skills.
• Knowledge of gas distribution processes including service order and trouble order management.
• Ability to interpret data and develop.
• Excellent communication and stakeholder management skills.
• Experience in gas distribution industry.
• Proficiency in SAP systems preferred.

Responsibilities

• Monitor work queues and prioritise service and trouble orders, including gas leaks, emergency shutoffs, customer requests, meter installations, turn-ons, and repairs.
• Dispatch field technicians based on availability, proximity, and urgency of work, ensuring timely and compliant response.
• Maintain visibility of field technician locations and job statuses to optimise workforce utilisation.
• Record all dispatch activities accurately, including dispatch times, technician responses, and service outcomes.
• Communicate clearly with field crews to ensure adherence to site attendance time frames and safety protocols.

Skills

Scheduling/Dispatching

Analytical skills

Gas distribution knowledge

Data interpretation

Stakeholder management

Proficiency in Microsoft Office

SAP familiarity

Tools

SAP

Job description

Primary Location VIC - Clayton Job Description Summary Service Stream’s Utilities division are currently seeking a Works Coordinator to join our growing company.

About the Role

The Works Coordinator plays a critical role in ensuring the safe, efficient, and timely dispatch of field personnel to service calls, maintenance activities, and emergency response related to gas utility operations. This position requires strong organisational, communication, and technical skills to coordinate daily operations, maintain compliance with safety and industry regulations, contractual requirements and support reliable gas service delivery.

Nature of position: 18 month Full-time, Fixed-term Contract - with potential to extend Location: Clayton, VIC Reporting Line: Performance Lead

Key Responsibilities

• Monitor work queues and prioritise service and trouble orders, including gas leaks, emergency shutoffs, customer requests, meter installations, turn-ons, and repairs.
• Dispatch field technicians based on availability, proximity, and urgency of work, ensuring timely and compliant response.
• Maintain visibility of field technician locations and job statuses to optimise workforce utilisation.
• Record all dispatch activities accurately, including dispatch times, technician responses, and service outcomes.
• Communicate clearly and consistently with field crews to ensure adherence to site attendance time frames, safety protocols and customer requirements.
• Ensure availability on a fortnightly rotating roster, encompassing early (6:30 AM – 2:30 PM) and late (10:00 AM – 6:00 PM) shifts.
• Analyse workforce trends, volumes and operational data to forecast demand and recommend process improvements.
• Ensure clear communication between dispatch, scheduling, field teams, and management to streamline operations.
• Perform SAP administrative tasks, including order creation, order completion and system updates as required.
• Provide administrative and operational support to administration and scheduling as needed.
• Manage inbound calls from clients and service providers, providing work order ETAs, work order outcomes, technical updates while maintaining high-quality customer service.
• Monitor key performance indicators (KPIs) related to dispatch efficiency, workforce utilisation, and service delivery.
• Ensure compliance with all safety regulations, environmental standards, industry codes and best practices.
• Assist the Performance Lead in managing workforce operations, providing insights into workload volumes, distribution and operational challenges.
• Support leadership in fostering a high performing collaborative team environment.
• Perform other administrative tasks as required from time to time.
• As a Works Coordinator you will be required to work onsite.

About You

• Experience in scheduling and/or dispatching
• Strong analytical and problem-solving skills
• Knowledge of gas distribution processes including service order and trouble order management
• Ability to interpret data and develop
• Excellent communication and stakeholder management skills
• Experience in gas distribution industry
• Exceptional organisational and time management skills.
• Strong written and verbal communication skills
• Proficiency in Microsoft Office Suite and other relevant software.
• Proficiency in SAP systems preferred
• Department Field Services

Service Stream, together with its subsidiaries and affiliates, is a leading national service provider to develop and operate Australia's essential communications, energy and water networks in the telecommunications and utilities industries. We specialise in the design, construction and maintenance of new and existing networks, and deliver end-to-end engineering and asset management solutions on behalf of our blue chip client base.