Waste Operations Dispatch Officer

Job Description

Join the Waste and Sustainability team Hume City Council is one of Australia’s fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible. As Waste Operations Dispatch Officer, you will play an important role in ensuring the timely and appropriate response to incidents and reports from across the municipality including but not limited to; litter, dumped rubbish, deceased animals, abandoned trolleys, clothing bins, damaged pits, street sweeping and drainage cleansing. What you’ll be doing: Under direction of the Coordinator Waste Operations, deliver Waste Operations triage and dispatch function for incoming reports from the community, businesses, and state authorities; monitoring and assessing incoming reports and notifications; ensuring adequate information is obtained to assess risk to the environment and public safety. Create new service requests from proactive issue reports received from Waste Operations outdoor staff or other Council employees. Triage and dispatch the service requests as required. Demonstrate a strong customer focus which is responsive, accurate, timely, and courteous. Provide information to customers and internal stakeholders to keep them updated on the progress of their report. Weekly analysis and detailed reporting on service request data to the Coordinator and Operations Supervisors. This includes monitoring and reporting on service delivery statistics, backlogs, and overdue Service Requests. Promptly bring complaints, escalations, hazards, conduct allegations, potential claims, or sensitive matters to the attention of the relevant Operations Supervisor or Coordinator Waste Operations. Contribute to a consistent and efficient approach to incident triage and dispatch, including the establishment and implementation of quality control systems; driving continuous improvement; developing procedures and processes. Contact customers in relation to service requests and enquiries to seek further information, clarification of details, and/or to provide status updates. The skills and experience you’ll bring to the role: A demonstrated understanding of waste services operations and practices. Experience with works programming systems and/or Customer Relationship Management (CRM) systems. Excellent communication skills, both verbal and written, with the ability to convey information clearly and concisely. Demonstrated ability in communicating effectively with people from diverse backgrounds and cultures. Ability to identify customer needs and expectations and respond proactively. Intermediate proficiency in Microsoft Office applications (Word, Excel, and Outlook) and the ability to quickly learn new software systems. Why Hume City Council? A leader in local government, we’re committed to creating an inclusive and collaborative work environment that is guided by our values: We’re better, every day : We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn. We’re in it together : At Hume, everyone matters. We welcome and include all. Respect and safety are expected. We show up : We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will. All for Hume : We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do. We offer a competitive salary package, professional development opportunities, and a supportive work environment. A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people, and people from culturally diverse backgrounds to apply. All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check. #J-18808-Ljbffr