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About the Role

Service Stream is seeking an experienced Customer & Stakeholder Advisor to join their M7 Eastern Creek office. This role involves supporting stakeholder engagement, customer communications, and community relations for the M7 motorway, aiming to build positive relationships and improve customer experience.

Responsibilities

• Develop and deliver stakeholder engagement and communication strategies for operational, maintenance, and incident activities.
• Build and maintain positive relationships with customers, community representatives, councils, government agencies, and key stakeholders.
• Act as the primary point of contact for customer and stakeholder inquiries, concerns, and complaints.
• Coordinate community notifications and engagement activities for planned works, closures, and other high-impact activities.
• Draft and issue network alerts, customer notifications, website updates, and stakeholder communications.
• Coordinate with TfNSW TMC and other stakeholders to provide accurate and timely public information.
• Prepare communication materials including stakeholder updates, briefings, and media responses.
• Analyze customer feedback, stakeholder inquiries, and complaint trends to identify emerging issues and opportunities for improvement.
• Provide stakeholder and communication advice to operational leaders.
• Support emergency response and incident communications.
• Maintain communication records, templates, and procedures to support compliance and contractual requirements.
• Identify emerging risks, trends, and sensitive issues and provide timely advice to management.

Requirements

• 3+ years' experience in stakeholder engagement, customer experience, communications, community engagement, public affairs, or a related field.
• Experience coordinating community engagement initiatives, events, and communication programs.
• Proven ability to manage complex stakeholder issues and sensitive matters with sound judgment.
• Strong stakeholder relationship management and collaboration skills.
• Excellent written and verbal communication skills.
• Naturally curious, self-motivated, and interested in understanding how operations impact customers and communities.
• Strong critical thinking and problem-solving skills.
• Demonstrated ability to identify opportunities for continuous improvement and customer experience enhancement.
• High level of organizational skills, attention to detail, and accuracy.
• Ability to work independently while managing competing priorities in a fast-paced environment.
• Experience working with government stakeholders and an understanding of government processes (desirable).
• Experience engaging with Aboriginal and Torres Strait Islander communities or organisations (highly regarded).
• Qualifications in Communications, Public Relations, Community Engagement, Media, Journalism, or a related discipline (desirable).
• IAP2 Certificate in Engagement (desirable).

Skills

• Stakeholder engagement
• Customer experience
• Communications
• Community engagement
• Public affairs
• Relationship management
• Collaboration
• Written communication
• Verbal communication
• Critical thinking
• Problem-solving
• Organizational skills
• Attention to detail
• Accuracy

Location

• NSW - Eastern Creek

Work Type

• Full-time

Experience Level

• 3+ years experience

Education Level

• Qualifications in Communications, Public Relations, Community Engagement, Media, Journalism, or a related discipline (desirable)
• IAP2 Certificate in Engagement (desirable)

Benefits

• Career development opportunities
• Skill enhancement through online learning and onsite training
• Discounts for hundreds of businesses
• Access to novated leasing
• Share matching program
• Paid parental leave
• Paid cultural leave
• Paid community service leave
• Paid defence leave
• Paid study leave
• Paid corporate volunteering leave
• Purchased leave options

About the Company

• Service Stream is an equal opportunity ASX-listed business that develops and operates Australia's essential services networks across telecommunications, utilities, transport, defence, and social infrastructure industries.
• We keep communities connected.

Equal Opportunity

• Service Stream is an equal opportunity ASX-listed business.
• We celebrate diversity at Service Stream and welcome applications from people who identify as Aboriginal and/or Torres Strait Islander, people with a disability or neurodivergence, and those from LGBTIQA+, Veteran or other diverse groups.