Job Description

Primary Location

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Canberra, ACT

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Job Description Summary

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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.

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About the Role

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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.

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Primary purpose of position

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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.

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Key responsibilities

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- Develop and implement fit-for-purpose community and stakeholder engagement plans for assigned projects.
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- Identify affected stakeholders and determine appropriate engagement, notification and escalation requirements.
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- Engage professionally with government agencies, councils, property owners, occupiers, body corporates, building managers, community members and other affected parties.
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- Receive, assess, investigate and coordinate responses to enquiries, complaints and escalations.
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- Ensure complaints are acknowledged, assigned, progressed, escalated and closed within applicable contractual or regulatory timeframes.
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- Coordinate input from design, construction, land access, environmental, legal, commercial and client teams when preparing responses.
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- Maintain complete and accurate complaint files, contact records, engagement registers, correspondence and supporting evidence.
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- Monitor complaint ageing, recurring issues and emerging stakeholder risks, and provide regular reporting to management.
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- Contribute to templates, procedures, guidance material and continuous-improvement initiatives.
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- Perform other related duties that are reasonably within the position's capability and classification.
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Experience required

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Essential

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- Demonstrated experience in community engagement, stakeholder management, complaints management or a comparable customer-resolution role.
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- Experience managing sensitive or escalated matters involving multiple internal and external stakeholders.
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- Strong written communication experience, including preparation of formal correspondence, complaint responses, briefings and records.
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- Experience maintaining auditable records and working within defined contractual, regulatory or procedural requirements.
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- Ability to interpret project information and translate technical issues into clear,



audience-appropriate communication.
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Desirable

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- Experience of liaising with councils and the ACT City and Setting Directorate, formerly Transport Canberra and City Services, is desirable.
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- Location in the ACT or surrounding region is highly desirable.
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- Experience in telecommunications, utilities, infrastructure, construction, property, planning or government.
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- Experience working with councils, government authorities, property stakeholders or community representatives.
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- Working knowledge of telecommunications deployment and relevant land access, notification, planning and environmental considerations.
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Qualifications required

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Relevant experience may be accepted in lieu of formal qualifications, particularly within telecommunications, property or town planning fields IAP2 is highly desirable

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Competencies required

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- Working knowledge of telecommunications legislation, including Schedule 3 and statutory notification requirements.
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- Excellent stakeholder engagement, communication, and written communication skills, with the ability to build strong relationships across diverse groups.
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- Strong problem-solving, negotiation, and stakeholder management capabilities.
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- Highly organised, with proven time management skills and the ability to manage competing priorities in a fast-paced environment.
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- High attention to detail, with a strong focus on compliance, accuracy, and quality outcomes.
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- Self-motivated and able to work autonomously while contributing effectively as part of a collabora
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📌 Community Engagement & Complaints Advisor (Canberra)
🏢 Servicestream
📍 Canberra