Customer & Stakeholder Advisor

Service Stream is an equal opportunity ASX-listed business that develops and operates Australia's essential services networks across telecommunications, utilities, transport, defence and social infrastructure industries. We keep communities connected.

Our mission is to deliver safer and more reliable journeys for M7 Westlink users, keep communities better connected, and create a more sustainable road network.

We have an opportunity for a Customer & Stakeholder Advisor to join our team. Working within a dynamic motorway operations environment, you will support stakeholder engagement, customer communications and community relations activities across the M7. You will help build positive relationships with customers, communities, government stakeholders and operational teams, while contributing to initiatives that improve customer experience and stakeholder outcomes.

We're looking for someone who is naturally curious, customer-focused and eager to understand how motorway operations impact road users and the broader community. You will bring strong communication skills, critical thinking, sound judgement and a continuous improvement mindset.

Key Responsibilities

• Develop and deliver stakeholder engagement and communication strategies for operational, maintenance and incident activities.
• Build and maintain positive relationships with customers, community representatives, councils, government agencies and key stakeholders.
• Act as the primary point of contact for customer and stakeholder enquiries, concerns and complaints.
• Coordinate community notifications and engagement activities for planned works, closures and other high-impact activities.
• Draft and issue network alerts, customer notifications, website updates and stakeholder communications.
• Coordinate with TfNSW TMC and other stakeholders to provide accurate and timely public information.
• Prepare communication materials including stakeholder updates, briefings and media responses.
• Analyse customer feedback, stakeholder enquiries and complaint trends to identify emerging issues and opportunities for improvement.
• Provide stakeholder and communication advice to operational leaders.
• Support emergency response and incident communications.
• Maintain communication records, templates and procedures to support compliance and contractual requirements.
• Identify emerging risks, trends and sensitive issues and provide timely advice to management.

About You

• 3+ years' experience in stakeholder engagement, customer experience, communications, community engagement, public affairs or a related field.
• Experience coordinating community engagement initiatives, events and communication programs.
• Proven ability to manage complex stakeholder issues and sensitive matters with sound judgement.
• Strong stakeholder relationship management and collaboration skills.
• Excellent written and verbal communication skills.
• Naturally curious, self-motivated and interested in understanding how operations impact customers and communities.
• Strong critical thinking and problem-solving skills.
• Demonstrated ability to identify opportunities for continuous improvement and customer experience enhancement.
• High level of organisational skills, attention to detail and accuracy.
• Ability to work independently while managing competing priorities in a fast-paced environment.
• Experience working with government stakeholders and an understanding of government processes (desirable).
• Experience engaging with Aboriginal and Torres Strait Islander communities or organisations (highly regarded).
• Qualifications in Communications, Public Relations, Community Engagement, Media, Journalism or a related discipline (desirable).
• IAP2 Certificate in Engagement (desirable).

Why Join Us?

• Make a genuine impact on the experience of thousands of motorists every day.
• Build meaningful relationships with customers, communities and stakeholders.
• Gain exposure to large-scale motorway operations and infrastructure.
• Be empowered to solve problems, identify improvements and influence positive outcomes.
• Join a supportive team that values initiative, curiosity and continuous improvement.

About Service Stream:

Service Stream is an equal opportunity ASX-listed business that develops and operates Australia's essential services networks across telecommunications, utilities, transport, defence, and social infrastructure industries - we keep communities connected.

Benefits of working with us include:

• Career development – we offer growth opportunities and support internal mobility. You will have access to skill enhancement through our online learning system and onsite training.
• Access - discounts for 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 and a share matching program.
• Paid leave - parental, cultural, community service, defence, study, corporate volunteering and purchased leave available.
• Culture – we are dedicated to fostering a workplace environment that values diversity and inclusion, and meaningful recognition. You will play a key role in building the culture of our new team.

How to apply:
Please submit your interest with the apply button where you will be directed to create a profile on our system. We celebrate diversity at Service Stream and welcome applications from people who identify as Aboriginal and/or Torres Strait Islander, people with a disability or neurodivergence, and those from LGBTIQA+, Veteran or other diverse groups. Applications must be received by our system however if you reasonable adjustments to the recruitment process please email us at [email protected].