Customer & Stakeholder Advisor

Connect Sydney; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid role

Flexible working

Discounts on services and products

Paid leave options

Career growth opportunities

Job summary

ConnectSydney is seeking a Customer & Stakeholder Advisor to support the Community & Stakeholder Manager in building strong relationships with communities and stakeholders. You will help ensure notifying and consulting obligations are met and manage the role's frontline reputation to drive high customer satisfaction.

The 12-month fixed-term position offers a hybrid work setup and opportunities to contribute to Harbour Zone projects, with scope for extension based on performance and project needs.

Qualifications

• Tertiary qualification in Public Relations/Marketing/Communication & Journalism (Desirable).
• Current Driver's Licence.
• Exposure to the building/construction/engineering sectors.
• Exposure to the practice of community relations and stakeholder engagement.
• Highly organised and methodical.
• Excellent attention to detail.
• Proven ability to engage with a diverse range of people.

Responsibilities

• Act as a first point of contact and liaison with the community, stakeholders and customers regarding planned works.
• Work with the Customer & Stakeholder Manager to run community, stakeholder and customer consultations.
• Participate in door-knocks and meetings with residents, customers and stakeholders.
• Organise distribution of collateral and information using traditional and digital channels.
• Work with ConnectSydney's Fault Management Centre and Councils on works including managing vegetation, graffiti, litter, and other road maintenance activities.
• Work with the Fault Management Centre to coordinate ConnectSydney techs and Local Councils to trim vegetation that is obscuring traffic lights, VMS and other assets (door-knocking and letter drops when vegetation is on private land).
• Draft community engagement plans and seek approval from the Community & Stakeholder Manager.
• Draft public facing collateral and coordinate approvals.
• Update and maintain Consultation Manager recording and closing out all interactions.
• Provide information to the Community & Stakeholder Manager so TfNSW can manage ministerial briefings and responses, media and correspondence relevant to the Harbour Zone and our work.
• Support research and survey programs to provide insights on Harbour Zone stakeholders, communities, and customers.
• Manage the TfNSW milestone weekly reporting requirement.
• Manage the 1800 community line and community inbox, escalating issues to the Customer & Stakeholder Manager as appropriate.
• Seek to provide a high level of customer service to bolster the organisations reputation and build goodwill.

Skills

Communication

Stakeholder engagement

Customer service

Education

Tertiary qualification in Public Relations/Marketing/Communication & Journalism

Job description

ConnectSydney, a joint venture of ServiceStream, Boral, and Johnson Controls, in partnership with Transport for NSW (TfNSW), is entrusted with the management of the Harbour Zone. Our responsibilities encompass routine maintenance, strategic enhancements, and specialised projects aimed at bolstering Sydney's transport infrastructure.

We pride ourselves on our innovative approaches to project management, asset management, fault management, routine maintenance, and special projects. Our passion for building a better and safer Sydney drives us every day.

As our Customer & Stakeholder Advisor, you will support the Customer & Stakeholder Manager in building relationships with the community and stakeholders and ensuring our obligations for notifying and consulting with the community and stakeholders are met. The role is frontline in managing our reputation and has the ability to drive high levels of customer satisfaction.

This role is being offered as a 12-month fixed term position, with the potential to extend.

Key responsibilities

• Act as a first point of contact and liaison with the community, stakeholders and customers regarding planned works.
• Work with the Customer & Stakeholder Manager to run community, stakeholder and customer consultations.
• Participate in door-knocks and meetings with residents, customers and stakeholders.
• Organise distribution of collateral and information using traditional and digital channels.
• Work with ConnectSydney's Fault Management Centre and Councils on works including managing vegetation, graffiti, litter, and other road maintenance activities.
• Work with the Fault Management Centre to coordinate ConnectSydney techs and Local Councils to trim vegetation that is obscuring traffic lights, VMS and other assets (door-knocking and letter drops when vegetation is on private land).
• Draft community engagement plans and seek approval from the Community & Stakeholder Manager.
• Draft public facing collateral and coordinate approvals.
• Update and maintain Consultation Manager recording and closing out all interactions.
• Provide information to the Community & Stakeholder Manager so TfNSW can manage ministerial briefings and responses, media and correspondence relevant to the Harbour Zone and our work.
• Support research and survey programs to provide insights on Harbour Zone stakeholders, communities, and customers.
• Manage the TfNSW milestone weekly reporting requirement.
• Manage the 1800 community line and community inbox, escalating issues to the Customer & Stakeholder Manager as appropriate.
• Seek to provide a high level of customer service to bolster the organisations reputation and build goodwill.

About you

• Tertiary qualification in Public Relations/Marketing/Communication & Journalism (Desirable).
• Current Drivers Licence.
• Exposure to the building/construction/engineering sectors.
• Exposure to the practice of community relations and stakeholder engagement.
• Highly organised and methodical.
• Excellent attention to detail.
• Proven ability to engage with a diverse range of people.

About us

ConnectSydney is an equal opportunity employer who believes diversity of thought, background and experience strengthens relationships and benefits our people, clients, and communities. We are committed to cultivating an inclusive and high-performing culture where our people thrive and are proud to bring their whole selves to work, inspiring a respectful and inclusive environment. ConnectSydney encourages and welcomes the opportunity for applicants to share their lived experiences.

Benefits of working with us

• Flexible working - All flexibility requests are genuinely considered. This position is a hybrid role.
• Growth - We are growing and there are opportunities for your career development across our business units.
• Discounts - Access to hundreds of businesses such as Woolworths, Air BNB, The Iconic, JB HI-FI, Dan Murphys, Bupa Health Care, and Specsavers. We also offer access to novated leasing.
• Paid leave - Parental, cultural, community service, study, corporate volunteering and purchased leave available.
• Culture - We are dedicated to fostering a workplace environment that values diversity and inclusion, and we recognise and celebrate excellence throughout the year. We come together each quarter with lunch provided.