Job Description
Primary Location
n
Canberra, ACT
n
Job Description Summary
n
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.
n
About the Role
n
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.
n
Primary purpose of position
n
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.
n
Key responsibilities
n
n
Develop and implement fit-for-purpose community and stakeholder engagement plans for assigned projects.
n
Identify affected stakeholders and determine appropriate engagement, notification and escalation requirements.
n
Engage professionally with government agencies, councils, property owners, occupiers, body corporates, building managers, community members and other affected parties.
n
Receive, assess, investigate and coordinate responses to enquiries, complaints and escalations.
n
Ensure complaints are acknowledged, assigned, progressed, escalated and closed within applicable contractual or regulatory timeframes.
n




Coordinate input from design, construction, land access, environmental, legal, commercial and client teams when preparing responses.
n
Maintain complete and accurate complaint files, contact records, engagement registers, correspondence and supporting evidence.
n
Monitor complaint ageing, recurring issues and emerging stakeholder risks, and provide regular reporting to management.
n
Contribute to templates, procedures, guidance material and continuous-improvement initiatives.
n
Perform other related duties that are reasonably within the position's capability and classification.
n
n
Experience required
n
Essential
n
n
Demonstrated experience in community engagement, stakeholder management, complaints management or a comparable customer-resolution role.
n
Experience managing sensitive or escalated matters involving multiple internal and external stakeholders.
n
Strong written communication experience, including preparation of formal correspondence, complaint responses, briefings and records.
n
Experience maintaining auditable records and working within defined contractual, regulatory or procedural requirements.
n
Ability to interpret project information and translate technical issues into clear, audience-appropriate communication.




n
n
Desirable
n
n
Experience of liaising with councils and the ACT City and Environment Directorate, formerly Transport Canberra and City Services, is desirable.
n
Location in the ACT or surrounding region is highly desirable.
n
Experience in
telecommunications,
utilities, infrastructure, construction, property, planning or government.
n
Experience working with councils, government authorities, property stakeholders or community representatives.
n
Working knowledge of telecommunications deployment and relevant land access, notification, planning and environmental considerations.
n
n
Qualifications required
n
Relevant experience may be accepted in lieu of formal qualifications, particularly within
telecommunications,
property or town planning fields IAP2 is highly desirable
n
Competencies required
n
n
Working knowledge of telecommunications legislation, including Schedule 3 and statutory notification requirements.
n
Excellent stakeholder engagement, communication, and written communication skills, with the ability to build strong relationships across diverse groups.
n
Strong problem-solving, negotiation, and stakeholder management capabilities.
n
Highly organised, with proven time management skills and the ability to manage competing priorities in a fast-paced environment.
n
High attention to detail, with a robust focus on compliance, accuracy, and quality outcomes.
n
Self-motivated and able to work autonomously while contributing effectively as part of a collabora
n

📌 Community Engagement & Complaints Advisor (Canberra)
🏢 Servicestream
📍 Canberra