Community Engagement & Complaints Specialist

Service Stream; Canberra; On-site; AUD 70,000 - 100,000; Full time

Job summary

Service Stream is seeking a Community Engagement & Complaints Advisor to plan and deliver stakeholder engagement activities and coordinate handling of enquiries, complaints and escalations across telecommunications projects.

You will work with community members, property stakeholders, government authorities, clients and internal teams to support timely delivery and maintain records, while ensuring regulatory obligations are met.

Qualifications

• Experience in community engagement, stakeholder management or complaints handling.
• Ability to produce formal correspondence, briefs and records.
• Experience maintaining auditable records and complying with contractual/regulatory requirements.

Responsibilities

• Develop and implement community and stakeholder engagement plans for projects.
• Identify affected stakeholders and determine engagement, notification and escalation needs.
• Engage with government agencies, councils, property owners and community members.
• Receive, assess, investigate and coordinate responses to enquiries, complaints and escalations.
• Ensure timely acknowledgment, progression and closure of complaints per timelines.
• Coordinate input from design, construction, land access, environmental, legal, and client teams.
• Maintain complete complaint files, contact records and engagement registers.
• Monitor complaint ageing and emerging risks; report to management regularly.
• Contribute to templates, procedures and continuous improvement initiatives.
• Perform other related duties within capability and classification.

Skills

Community engagement

Stakeholder management

Complaints handling

Written communication

Record keeping

Regulatory awareness

Job description

Service Stream is seeking a Community Engagement & Complaints Advisor to plan and deliver stakeholder engagement activities and coordinate handling of enquiries, complaints and escalations across telecommunications projects.

You will work with community members, property stakeholders, government authorities, clients and internal teams to support timely delivery and maintain records, while ensuring regulatory obligations are met.