JR-118789 Community Engagement & Complaints Advisor

The Community Engagement & Complaints Advisor is responsible for planning and delivering stakeholder and community engagement activities and coordinating the effective management of enquiries, complaints and escalations associated with Service Stream’s telecommunications projects.

The role works with community members, property stakeholders, government authorities, clients and internal delivery teams to support timely project delivery, maintain accurate records, manage stakeholder impacts and meet applicable contractual, legislative and regulatory obligations. The position also identifies emerging issues and complaint trends, supports risk mitigation and contributes to continuous improvement across land access, stakeholder engagement and project delivery.

Primary Purpose of the role

• The Community Engagement & Complaints Advisor is responsible for planning and delivering stakeholder and community engagement activities and coordinating the effective management of enquiries, complaints and escalations associated with Service Stream’s telecommunications projects.

• The role works with community members, property stakeholders, government authorities, clients and internal delivery teams to support timely project delivery, maintain accurate records, manage stakeholder impacts and meet applicable contractual, legislative and regulatory obligations. The position also identifies emerging issues and complaint trends, supports risk mitigation and contributes to continuous improvement across land access, stakeholder engagement and project delivery.

Key responsibilities

• Develop and implement fit-for-purpose community and stakeholder engagement plans for assigned projects.

• Identify affected stakeholders and determine appropriate engagement, notification and escalation requirements.

• Engage professionally with government agencies, councils, property owners, occupiers, body corporates, building managers, community members and other affected parties.

• Receive, assess, investigate and coordinate responses to enquiries, complaints and escalations.

• Ensure complaints are acknowledged, assigned, progressed, escalated and closed within applicable contractual or regulatory timeframes.

• Coordinate input from design, construction, land access, environmental, legal, commercial and client teams when preparing responses.

• Maintain complete and accurate complaint files, contact records, engagement registers, correspondence and supporting evidence.

• Monitor complaint ageing, recurring issues and emerging stakeholder risks, and provide regular reporting to management.

• Contribute to templates, procedures, guidance material and continuous-improvement initiatives.

• Perform other related duties that are reasonably within the position’s capability and classification.

Experience required

Essential

• Demonstrated experience in community engagement, stakeholder management, complaints management or a comparable customer-resolution role.

• Experience managing sensitive or escalated matters involving multiple internal and external stakeholders.

• Strong written communication experience, including preparation of formal correspondence, complaint responses, briefings and records.

• Experience maintaining auditable records and working within defined contractual, regulatory or procedural requirements.

• Ability to interpret project information and translate technical issues into clear, audience-appropriate communication.

Desirable

• Experience of liaising with councils and the ACT City and Environment Directorate, formerly Transport Canberra and City Services, is desirable.

• Location in the ACT or surrounding region is highly desirable.

• Experience in telecommunications, utilities, infrastructure, construction, property, planning or government.

• Experience working with councils, government authorities, property stakeholders or community representatives.

• Working knowledge of telecommunications deployment and relevant land access, notification, planning and environmental considerations.

Qualifications required

• Relevant experience may be accepted in lieu of formal qualifications, particularly within telecommunications, property or town planning fields

• IAP2 is highly desirable

Competencies required

The following are key attributes required for the role -

• Working knowledge of telecommunications legislation, including Schedule 3 and statutory notification requirements.

• Excellent stakeholder engagement, communication, and written communication skills, with the ability to build strong relationships across diverse groups.

• Strong problem-solving, negotiation, and stakeholder management capabilities.

• Highly organised, with proven time management skills and the ability to manage competing priorities in a fast-paced environment.

• High attention to detail, with a strong focus on compliance, accuracy, and quality outcomes.

• Self-motivated and able to work autonomously while contributing effectively as part of a collaborative team.

• Adaptable, resilient, and able to perform under pressure while meeting deadlines.

• Demonstrated commitment to continuous learning, professional development, and supporting team success.