Works Coordinator

Service Stream; City of Melbourne; Hybrid; AUD 75,000 - 105,000; Full time

Job summary

Service Stream's Utilities division is seeking a Works Coordinator to support safe, efficient dispatch of field personnel for gas service calls, maintenance, and emergencies from Clayton, VIC. This 18-month fixed-term contract emphasizes coordination, safety compliance, and timely service delivery.

The role requires strong organisation, SAP and MS Office proficiency, and clear communication with field crews and management.

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
• 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

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.
• 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

Skills

Scheduling

Dispatching

Analytical thinking

Data interpretation

Communication

Gas distribution knowledge

SAP

MS Office

Tools

SAP

Microsoft Office

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.
• 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

Please note: As a Works Coordinator you will be required to work onsite, ensuring availability on a fortnightly rotating roster, for the following shifts:

• Early (6:30 AM - 2:30 PM)
• Mid (8:00 AM - 4:00 PM)
• Late (10:00 AM - 6:00 PM)

(Shift times rotate weekly and may vary from week to week)

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