Dispatch Operator

Our 24/7 centre is in the heart of Parramatta CBD, close to public transport. Within the Ventia Operations Centre (VOC) we work closely with a diverse range of clients who are active participants of several front-line public services and sectors, providing quality customer service via inbound, outbound and email correspondence.
We currently have multiple Full-time positions available varying from Night and Afternoon shifts, all based in our Parramatta Head Office.

Ventia Benefits
Enjoy the exclusive access to employee benefits, paid parental leave, discounts on private healthcare, hotels, retail, and paid parental leave and lots more!

About the role
As a Dispatch Operator, you will be responsible for handling dispatch, jeopardy management, and subcontractor calls while working across multiple contracts using Click. Initial stages of employment will entail 8 weeks of training and development. The role involves a variety of tasks, including:

• Dispatching work orders through FES/Click, ensuring high-priority work orders reach the trade within the specified timeframe
• Managing multiple contracts and effectively multitasking
• Assisting with inbound calls overflow from relevant contracts
• Responding to subcontractor inquiries, including access issues
• Reaching out to site supervisors for allocation of jobs
• Actioning Freshdesk tickets, resolving cases such as overdue work orders, reallocation, and cancellations
• Contributing to the success of achieving team KPIs
• Monitor and optimise work order outcomes
• Providing a positive customer experience & matching customer needs to solutions
• Maintain and update various databases, spreadsheets, and documents

About You
To be successful in the role, you must demonstrate previous experience within similar position.

• First and foremost a good, positive attitude and who can work in a team environment
• Excellent communication skills to liaise with people from different socio-economic backgrounds
• Tech savvy and be comfortable using different systems, including CRM Systems
• Confidence in handling objections and establishing rapport with customers promptly.
• Resilience when dealing with challenging calls
• Capacity to meet daily productivity goals, KPIs, and AHT targets while maintaining a mindset focused on continuous improvement and personal growth.
• You enjoy a fast paced, high-volume environment
• Preferred knowledge/background of Defence and Housing contracts

About Ventia  
Ventia is a leading infrastructure services company, operating across Australia and New Zealand. Our clients are the owners and operators of assets that are critical to our local communities. We pride ourselves on working smart, safely and sustainably, harnessing the latest technologies and brightest minds. With a diverse and proud heritage, we have a track record of delivering essential services to the communities in which we operate.

Diversity
Ventia is enriched by the diverse experiences, talents and cultures that our people bring to the organisation, while celebrating and respecting the communities we operate in. We are committed to providing a safe and positive environment that provides equal opportunities for individuals of all backgrounds, including Aboriginal and Torres Strait Islander people, LGTBQIA+, Women, Veterans and spouses and people with disabilities.

How to apply
To apply for this­ position, please submit your resume by clicking the 'apply now' button on this page.

Position Reference Number: 163546