Dispatcher

Are you an organised, energetic problem-solver who thrives in a fast-paced environment?

O’Shea Trades is looking for a Customer Service Representative – Dispatcher to join our growing team in Hawthorn East.

This is a key role within our service operation. You’ll be responsible for coordinating our field technicians, keeping the day running smoothly and making sure we have the right technician at the right job at the right time.

You'll play a major role in helping our technicians succeed, our customers receive 5-star service and our business achieve its daily targets.

Reporting to the Customer Service Manager, you will be responsible for evaluating service tickets and assigning the best technician to maximise revenue, productivity and sold hours.

You'll be the central point of communication between our technicians, customers and office team, making sure everyone knows what is happening throughout the day.

• Prioritising and allocating service calls to achieve daily revenue and sold-hour targets.

• Maintaining a 95–100% full call board through effective scheduling.

• Coordinating technician schedules to maximise productivity and efficiency.

• Keeping customers informed about technician arrival times and job progress.

• Identifying and resolving scheduling issues quickly.

• Preparing and distributing accurate daily dispatch and performance reports.

• Completing quality assurance checks on completed jobs.

• Ensuring job documentation is complete, including photos, videos, notes, Summary of Findings, customer options, quotes, deposits and material lists.

• Ensuring every technician has their first booking scheduled for the following day.

• Maintaining strong communication between customers, technicians and the office.

• Helping create a positive, energetic and high-performing service team culture.

This isn't a role where you simply move jobs around a calendar. Your performance will have a direct impact on the success of our service team and the business.

You'll be measured against clear KPIs, including:

• Daily sales: Achieve the daily budget.

• Call board: Maintain 95–100% capacity.

• Average sale: Improve and maintain performance against revenue goals.

• Job wrap-up: 100% compliance with required checklists.

• Cancellation rate: Below 10%.

• Customer satisfaction: Maintain an NPS above 84.

We're looking for someone who takes ownership and doesn't wait to be told what to do.

You will be:

• A self-starter who can work independently and take responsibility for results.

• Highly organised with excellent attention to detail.

• A confident communicator who can work effectively with customers and technicians.

• Customer-focused and driven to win work for O'Shea.

• A strong problem-solver who can think on their feet.

• Comfortable working in a fast-paced and constantly changing environment.

• Professional in your presentation and communication.

• Someone who enjoys being part of a team and celebrating team wins.

Ideally, you'll have:

• Experience in dispatch, scheduling, customer service, logistics or a similar fast-paced role.

• Strong organisational and time-management skills.

• Excellent communication skills.

• High attention to detail.

• The ability to manage competing priorities.

• Experience with ServiceTitan is highly desirable.

• The ability to understand and follow company processes and technician safety requirements.

At O'Shea, we're building a team that takes pride in doing things properly.

You'll be joining a company where the Dispatcher plays a critical role in setting our technicians up for success and delivering the 5-star service experience our customers expect.

If you're someone who enjoys being busy, solving problems, working with people and seeing the direct results of your work, we'd love to hear from you.

If you think you're the right person for the role, we'd love to hear from you.

Join O'Shea Plumbing and help us keep our team moving, our customers happy and our service operation performing at its best.