Date: 7 Jan 2025
Location: South Auckland, NZ, 1010
Company: Auckland Council
He angitūtanga: The opportunity
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).
He kōrero mōu: About you
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
Ngā āhuatanga kei a mātou: What we offer
You will enjoy the opportunity to raise the bar for customer experience and work collaboratively in a large and fun team environment. You will be part of a dedicated team in Licensing and Compliance. They provide compliance services for the directorate, administering the rules and bylaws that promote public health and protect Aucklanders from nuisance and harm, to ensure Auckland is a safe and healthy city, a great place to live, work, and play, with an outstanding environment for now and future generations.
It is the largest local government compliance operation in Australasia and deals with a substantial proportion of the requests for service received by the Council. Compliance activities are delivered through both planned, scheduled activities and unplanned responsive requests for service.
Ehara taku toa, he takitahi, he toa takitini - My success is not mine alone, but the success of many.
As part of our Auckland Council Group, you will also gain access to many benefits and discounts.
Our employer Kiwisaver contribution is additional to base salary offered.
You can find the position description HERE
Applications close: 19th January 2025
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.
