Dispatcher

Auckland Council; Auckland; Hybrid; NZD 62,000 - 63,000; Full time

Benefits offered by this job

KiwiSaver contribution

Flexible working conditions

Job summary

Auckland Council’s Dispatch team is seeking a dedicated Dispatcher to join our dynamic workforce in Manukau. You will manage customer service requests, complaints, and regulatory enquiries, coordinating with field staff to ensure timely completion and high satisfaction.

The role requires a minimum of 5 years in customer service, strong communication skills, and familiarity with regulatory processes. It offers a permanent, full-time position with rotating shifts across 5:30 am–7:30 pm, 7 days a

Qualifications

• Minimum 5 years proven experience in the delivery of customer service.
• Experience coordinating fast paced customer service operations.
• Experience implementing risk-based prioritisation procedures for service requests.
• Demonstrated effective collaboration with diverse stakeholders to achieve shared objectives.
• Relevant qualification e.g. business administration or extensive relevant industry experience is desirable.

Responsibilities

• Manage customer requests regarding building issues, bylaws, noise and animal complaints, and resource management.
• Monitoring and managing the progress of jobs from initiation to completion.
• Prioritising tasks based on risk assessment and escalating stalled jobs as necessary.
• Ensuring compliance with local government regulations and safety protocols for field staff.
• Contributing to business improvement initiatives and enhancing service delivery.

Skills

Customer service

Regulatory compliance

Communication

Call center

Education

Business administration

Tools

Microsoft Office

Job description

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• Permanent, full-time opportunity based in Manukau
• High-level customer experience
• Rotating 10 hour shifts, 4 days work and 3 days off

Auckland Council’s Dispatch team is seeking a dedicated Dispatcher to join our dynamic workforce. In this pivotal role, you will serve as the primary point of contact for managing customer service requests, complaints and regulatory compliance enquiries.

Your responsibilities will include managing service requests through our dedicated job dispatch software, ensuring efficient allocation to field staff, and maintaining high levels of customer satisfaction through proactive follow-up. You'll play a crucial role in prioritising tasks across the region, collaborating closely with council departments, agencies, and communities.

Day-to-day you could expect to work on:

• Manage customer requests regarding building issues, bylaws, noise and animal complaints, and resource management
• Monitoring and managing the progress of jobs from initiation to completion
• Prioritising tasks based on risk assessment and escalating stalled jobs as necessary
• Ensuring compliance with local government regulations and safety protocols for field staff
• Contributing to business improvement initiatives and enhancing service delivery

It is important to note that this is a permanent, full-time position, for 40 hours per week as part of Dispatch operations, which operates 14 hours a day, 7 days a week, with a rotating shift pattern including weekends and public holidays. The team operates Monday to Sunday from 5:30 am to 7:30 pm (Morning shifts start at 5:30 am and Afternoon shifts start at 9:00 am).

Click HERE for a copy of the Position Description

We are seeking a seasoned professional who brings a strong background in customer service and a comprehensive understanding of regulatory compliance processes.

The ideal candidate will possess excellent communication and listening skills, and a proactive approach to problem solving. The ability to adapt and respond promptly in a controlled, confident manner to multiple situations concurrently is crucial for success in this role.

Other essential qualifications include experience in call center environments, and proficiency in Microsoft Office applications and maintaining information integrity.

Additionally, familiarity with local government legislation and practices would be advantageous, enabling efficient navigation of council frameworks and process optimisation.

What we will be looking for:

• A minimum of 5 years proven experience in the delivery of customer service
• Experience coordinating fast paced customer service operations
• Experience implementing risk-based prioritisation procedures for service requests
• Demonstrated effective collaboration with diverse stakeholders to achieve shared objectives
• Relevant qualification e.g. business administration or extensive relevant industry experience is desirable

What matters most is your ability to contribute to a collaborative, purpose driven environment where diverse experiences are valued. We know that transferable skills can come from experience gained from outside of work.

At Auckland Council, you will join a dynamic, supportive environment where your mahi (work) will directly impact the lives of over 1.7 million Aucklanders. We offer flexible working conditions, a focus on well-being, and a culture of continuous improvement.

We are proud to be recognised for our commitment to diversity, equity and inclusion. We are accredited by GenderTick, a signatory of the Pride Pledge. These commitments reflect our ongoing efforts to create a workplace where all staff feel valued, respected, and empowered to thrive.

Together, we can create a Tāmaki Makaurau we can all be proud of.

The remuneration range for this role is $62,192 - $63,000 (based on skills & experience)

Our employer Kiwisaver contribution is additional to base salary offered.

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.