Dispatch & Monitoring Officer

Central Highlands Water is a major regional employer, and we want you to join us!

About us

At CHW we provide drinking water, sewerage, trade waste and recycled water services to residents and businesses in the Central Highlands region of Victoria. We are a public sector employer with a proud history spanning more than 150 years of supporting regional prosperity through service excellence.

Central Highlands Water is a growing business which strives to create a thriving and sustainable region by providing the highest quality water related service to our diverse customer base. This opportunity is a vital role to shape the future of how our services support our community.

To learn more about CHW and how our everyday people contribute to the Central Highlands region of Victoria, visit our website, or check out our LinkedIn or Instagram pages!

The opportunity

The primary objectives of the position are to:

• Being proactive within the team to eliminate duplication of effort and focusing on quality outcomes.
• Share responsibility for handling customer fault calls and inquiries, maintaining communication with customers via phone, SMS messaging and online fault maps and other services.
• Assess and prioritise service requests and work orders, to efficiently dispatch reactive services utilising both internal and external resources.
• Undertake bookings for Internal and External customers requiring Asset requests.
• Monitor SCADA alarms and dispatch resources to address faults and identify when escalation is required.
• Capture chargeable works to recover costs for third-party damage to CHW assets.
• Support third-party providers, including initiation of works with contractors.
• Monitor systems such as Staysafe and intellitrack to ensure safety of staff in the field.
• Utilise intellitrack and Microsoft Teams for logistics of Field Works.
• Promote Maintenance Delivery as the key Go To area for all “Faults and Difficulties”.
• Monitor KPI related service levels which include phone statistics and Essential Service Commission requirements. 

About you

Safety is our No. 1 priority, and we expect you will actively contribute to and foster a 'safety first' culture that supports our aspiration of zero harm. This means you care deeply about the physical and psychological safety of people so that our team return home in great shape at the end of the day.

We’d love to hear from you if you have:

• Diversity of experience, to reflect the position’s requirements for customer focus and communication, record keeping, reporting and analysis and coordination of field maintenance works.
• Knowledge and experience within the Victorian Water Industry or a similar service/infrastructure maintenance industry preferred but not essential.
• Experience working in a fast-paced team environment.
• Current Victorian Drivers Licence.

 What's in it for you?

Working for one of the region's largest employers you will be part of an organisation that is high achieving, cohesive and always striving for better customer outcomes. We're full of "everyday people" that are great to work with and reflect our community! We're offering a supportive environment and offer a huge range of employee options and benefits. 

There's the option of work hybrid, including a mix of being in our office in Ballarat, as well as the flexibility to work from home. Other benefits include accrued time off, generous leave options, professional development, industry collaboration, health and wellbeing programs and a supportive management team.

At CHW you will:

• Have access to training and development opportunities that will further develop your knowledge and skills.
• Be part of an organisation that strongly promotes work life balance, flexibility, safety and wellbeing.
• Work in an organisation that makes a difference to our community.
• Be part of an organisation that cares about you, your safety and wellbeing.

How to apply

If you want to make a positive impact through meaningful work and have the energy, courage and ideas to take on a challenge, we’d love to hear from you! To submit your application, click on APPLY to be redirected to our website and for a copy of the Position Description. While you are on our website, take a look around. You won't be disappointed!

• Please ensure you provide a cover letter and your resume.
• You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.

Have questions?

For a confidential chat about the role, please contact Bridget Clark on 0428 725 983.

Applications close 5pm Friday 22 May 2026

• Please note, as part of our selection process, we conduct pre-appointment checks including those related to references, identity, fitness to work, qualifications, work history, work visa, misconduct and police record history.
• This role may be subject to a probation period.

We welcome applications from people with disability and aim to provide an inclusive and accessible workplace. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please contact Brenda Wong.

If you need a copy of this advertisement in an accessible format, please email applications@chw.net.au.

At CHW we are dedicated to supporting our team's physical and mental wellbeing. We offer flexible and hybrid working opportunities. We assist our team to develop, as people and as leaders. We value diversity and inclusion - our workforce is a place where the melding of a range of views and perspectives is celebrated.