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About the Role

As a Dispatch Officer, you will report directly to the Operations Manager/Supervisor and indirectly to the Courier Manager. You are responsible for using your best endeavours to ensure that 80% of jobs are picked up and delivered within the agreed timeframes. You must ensure that your allocation decisions comply with Company Policies and legislation with respect (but not limited) to Occupational Health and Safety, Work Health and Safety, and Heavy Vehicle National Law.

Responsibilities

Effectively allocate work to the courier fleet to ensure that service levels are consistently met.
Proficiently operate a two-way radio by communicating clearly, professionally, and concisely with sub-contractors at all times.
Ensure that jobs are allocated to the correct vehicle type and do not exceed the vehicle’s carrying capacity.
Ensure all advance job bookings up until 8:00 am the next day are allocated and accepted by a sub-contractor.
Coordinate the vehicle fleet to ensure an even fleet distribution across the metropolitan area.
Inform clients of any delays or issues in relation to their deliveries by escalating any job/booking issues, including delays, to the appropriate Customer Service Query Channel.
Communicate all extended pick up times or delays in job completion to the relevant departments.
Submit appropriate 'Ring Backs' on unallocated jobs, applying the most accurate and appropriate delay in minutes and the most relevant reason for the delay.
Proactively review all jobs booked to identify and promptly resolve any potential issues.
Ensure sub-contractor PDA equipment is used correctly and efficiently.
Monitor and adhere to all restrictions that an injured or impaired sub-contractor may have, ensuring no jobs outside these restrictions are allocated.
Escalate any non-compliances with sub-contractor restrictions to the Return-to-Work Coordinator.
Monitor sub-contractor hours of work and ensure adherence to the Company Fatigue Management Policy.
Review the fatigue management email upon receipt daily.
Review driver workloads throughout the day, particularly post 2pm, to ensure deliveries can be executed within maximum work hours.
Redistribute jobs as appropriate where drivers may breach their maximum work hours.
Assess whether sub-contractors are likely to exceed maximum hours or work prior to allocating country work.
Confirm with sub-contractors their willingness to stay overnight at Company-paid accommodation before allocating regional jobs.
Arrange accommodation and include it in the handover to the Afterhours team if a sub-contractor is willing to stay overnight.
Create a fatigue plan to identify critical times in the performance of regional deliveries.
Complete the afterhours handover communicating any fatigue management risks when scheduled to finish at 6:00 pm or later.
Ensure allocation decisions comply with Company Policies and legislation regarding Occupational Health and Safety, Work Health and Safety, and Heavy Vehicle National Law.
Review and control job information that presents a potential or actual manual handling risk prior to allocation.
Ensure workloads or long-distance jobs do not cause any driver to breach maximum work hours in a day.
Review and control job information that presents a potential or actual load restraint risk prior to allocation.
Ensure workload and communication with sub-contractors do not incentivize or pressure a driver to breach speed limits.
Ensure goods within a job or aggregate goods on a vehicle do not breach the carrying capacity or dimensions of a vehicle.
Record all important information relating to jobs, including sub-contractor correspondence and delivery issues, in the Notepad on the Transport Management System (TMS).
Enter times and changes for jobs requiring time updates daily, including hourly jobs, detention, phone calls, and tolls.
Ensure all client expectations are met in terms of time and quality in the delivery of services.
Appropriately manage sub-contractors on Incentive Agreements, using best efforts to supply them with work that meets or exceeds minimum obligations.
Provide and document first verbal (or written) warnings to sub-contractors regarding breaches of their Incentive Agreement.
Provide information and supporting reasoning to management and the Fleet Management Department when an Incentive payment needs to be rescinded.
Manage the performance and conduct of sub-contractors in line with the sub-contractor agreement and Company policies.
Log all communication with sub-contractors in the provided software.
Exercise professionalism and impartiality in the management of sub-contractors.
Ensure sub-contractors comply with legislation and Company Policies in relation to Work Health and Safety and industry best practice.
Ensure sub-contractors are not exposed to a situation or environment that observably poses a risk to their health and safety.
Escalate all incidents and near misses to relevant stakeholders, including the Fleet Department, Operational Manager, State Manager, and National Work Health and Safety Manager.
Assist with incident investigations where required.
Escalate all sub-contractor queries or concerns to the Courier Supervisor without delay.
Be available to work a rotating roster for after-hours work.
Attend one-on-one meetings with your Manager as required.
Effectively communicate with colleagues and sub-contractors.
Advocate co-operation with other departments.
Ensure written and verbal communication with clients, colleagues, and sub-contractors is always professional and courteous.
Assist with any reasonable tasks requested by your Manager, including being available for on-call work during peak periods.
Notify your Manager if additional training is required as soon as practicable.
Use work time and resources for work activities, limiting personal phone calls, internet browsing, and mobile phone usage.
Ensure compliance with Capital Group’s Company Policies at all times.
Ensure compliance with the Work Health and Safety (WH&S) responsibilities.
Cooperate with Capital Group in relation to activities undertaken to comply with WH&S and National Heavy Vehicle legislation.
Undertake all relevant training to carry out responsibilities in line with CG’s policies and procedures and legislative requirements.
Perform roles effectively to manage Chain of Responsibility (COR) risks, ensuring actions or inactions do not cause or contribute to road safety breaches.
Report any potential or actual breaches of CG policies and procedures immediately to their Manager.
Take reasonable care for own health and safety and the health and safety of other people.
Not wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare.

Requirements

All decisions outside of written group policies, procedures and operations manuals must be approved by your direct manager.
Must be available to work a rotating roster for after-hours work where required.
Must be available for on-call work during peak periods of the year.
Must use work time and resources for work activities, through limiting personal phone calls, internet browsing and mobile phone usage.
Must comply with Capital Group’s Company Policies at all times.
Must comply with the Work Health and Safety (WH&S) responsibilities as outlined in section 3.
Employees must cooperate with Capital Group in relation to activities undertaken to comply with WH&S and National Heavy Vehicle legislation.
Employees must undertake all relevant training to carry out their responsibilities in line with CG’s policies and procedures and legislative requirements.
Employees must perform their roles effectively to manage Chain of Responsibility (COR) risks, and ensure their actions or inactions do not cause or contribute to road safety breaches.
Employees must report any potential or actual breaches of CG policies and procedures immediately to their Manager.
Employees must take reasonable care for their own health and safety and the health and safety of other people who may be affected by their conduct in the workplace.
Employees must not wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare.

Skills

Proficiently operating a two-way radio
Communicating clearly, professionally and concisely
Operating Transport Management System (TMS)

Location

Metropolitan area

Work Type

Full-time
Rotating roster

Experience Level

Entry level

About the Company

Capital Transport and Logistics Group Pty Ltd is the employing entity.
Company Policies and procedures are in place regarding Occupational Health and Safety, Work Health and Safety, and Heavy Vehicle National Law.
Company Fatigue Management Policy must be adhered to.
Company job allocation processes must be followed.
Company standards for sub-contractor performance and conduct must be managed.
Capital Group provides software for logging communication with sub-contractors.
Capital Group provides software for managing sub-contractor performance and conduct.
Capital Group provides training and support to employees.
Capital Group implements initiatives and corrective actions to comply with WH&S and National Heavy Vehicle legislation.
Capital Group requires employees to report any potential or actual breaches of CG policies and procedures immediately to their Manager.
Capital Group requires employees to take reasonable care for their own health and safety and the health and safety of other people.
Capital Group requires employees not to wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare.