Works Coordinator

Service Stream; Clayton; On-site; AUD 70,000 - 90,000; Full time

Job summary

Service Stream’s Utilities division is seeking a Works Coordinator in Clayton, VIC, to oversee the safe and efficient dispatch of field personnel for gas service calls and maintenance. The role focuses on coordinating daily operations, ensuring safety compliance, and meeting contractual requirements.

The 18-month full-time fixed-term contract involves rostering, data analysis, and close collaboration with field teams and management to optimise workforce utilisation and service delivery.

Qualifications

• Experience in scheduling and/or dispatching field personnel.
• Strong analytical and problem-solving abilities.
• Knowledge of gas distribution processes and service orders.
• Ability to interpret data and translate into actions.
• Excellent written and verbal communication with stakeholders.
• Experience in the gas distribution industry is preferred.
• Well-organised with strong time management skills.
• Proficient in SAP and related software.

Responsibilities

• Monitor work queues and prioritise service and trouble orders, including gas leaks and emergencies.
• Dispatch field technicians based on availability, proximity and urgency.
• Maintain visibility of field locations and job statuses to optimise utilisation.
• Record dispatch activities, times and outcomes accurately.
• Communicate with field crews regarding site timings, safety protocols and customer requirements.
• Maintain a fortnightly roster with early and late shifts.
• Analyse workforce trends and forecast demand for improvements.
• Coordinate between dispatch, scheduling, field teams and management.
• Perform SAP administrative tasks and system updates as required.
• Provide administrative support to scheduling and administration as needed.
• Handle inbound client and service-provider calls with ETA and outcomes.
• Monitor KPIs related to dispatch efficiency and service delivery.
• Ensure compliance with safety regulations and industry codes.
• Support the Performance Lead in workforce operations and workload insights.
• Foster a high performing, collaborative team environment.
• Perform other administrative tasks as required; onsite work is expected.

Skills

Scheduling

Dispatching

Analytical skills

Communication

Gas distribution

SAP

Stakeholder management

MS Office

Tools

SAP

MS 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.
• 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