Position Description – Business Support Officer

(Scheduling & Operational Support – Drainage / Sewerage Services)

Organisation Overview

Blockage Doctor is a specialist drain clearing, pipe relining and sewer / stormwater maintenance business operating across Melbourne. The company uses advanced diagnostic and repair technologies (CCTV inspection, high pressure jetting, pipe relining) to deliver rapid, reliable drainage solutions. As a growing field‑service business, we rely heavily on efficient scheduling, coordination of crews, and high responsiveness to customer calls.

Position Details

Position Title: Business Support Officer

Location: Melbourne office

Employment Type: Full‑time

Key Responsibilities

Scheduling & Coordination

Receive, prioritise, and triage service requests (blocked drains, sewer, relining etc.).

Create and maintain daily, weekly, and longer-term job schedules for field crews.

Allocate jobs to crews based on geography, capability, workload, and equipment availability.

Monitor schedule performance in real-time and make adjustments as needed.

Maintain and update job status’s via online database.

Operational / Administrative Support

Maintain accurate data and records in the job management system.

Assist with job documentation (photos, CCTV reports, service notes) to support billing and client reporting.

Process purchase orders, invoices, and receipts for consumables.

Provide administrative support to the operations team.

Ensure scheduling practices comply with organisational policies and safety requirements.

Stakeholder Communication & Customer Interaction

Serve as a liaison between customers, field crews, contractors and internal teams.

Communicate job status, delays, and updates to customers in a timely, professional manner.

Escalate issues and risks to the Operations Manager.

Selection Criteria

Essential

Demonstrated experience in scheduling, dispatching or operational coordination in a field service context.

Strong administrative and organisational skills, with ability to manage multiple tasks concurrently.

Excellent written and verbal communication skills; stakeholder management ability.

Highly computer literate — comfortable with databases / job management software / scheduling tools + MS Office.

Attention to detail, ability to maintain accurate records under pressure.

Desirable

Experience in the water, drainage, sewerage, plumbing, or civil services sector.

Familiarity with CCTV inspection, drain relining, high-pressure water jetting, or drainage operations.

Prior exposure to job or asset management systems.

Understanding of field operations and limitations (crew capacities, travel times, equipment constraints).

Core Competencies & Attributes

Proactive: anticipates issues and acts early.

Flexible: able to adapt to changes (emergencies, reschedules).

Problem solver: resourceful in resolving conflicts, balancing tradeoffs.

Customer oriented: communicates clearly and manages expectations.

Team player: works collaboratively with field crews, operations, management.

Integrity & reliability: handles sensitive information responsibly.

Continuous improvement mindset.