Customer & Stakeholder Advisor

NSW - Eastern CreekWe are seeking an experienced Customer & Stakeholder Advisor to join Service Stream at our M7 Eastern Creek office!

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, and we need great people to help us do that.

We have an opportunity available for a talented individual to join us as a Customer & Stakeholder Advisor. You will manage and deliver proactive internal and external communications to support operational, maintenance, and incident activities across the M7 motorway. The role is responsible for engaging with customers, community members, stakeholders, and government agencies to ensure accurate, timely, and consistent messaging, while supporting broader organisational communication objectives in a live operational environment.

Key Responsibilities:

• Developing, implementing, and maintaining best‑practice communication strategies to inform and engage customers, community, and stakeholders regarding maintenance, incidents, and operational activities.
• Act as the primary point of contact for customer and stakeholder enquiries, concerns, and complaints related to operations and maintenance.
• Draft and issue network alerts, email notifications and web updates during incidents
• Coordinate with TfNSW TMC for public advisories and signage updates
• Prepare planned works notifications, integrating input from the Pre-Works Coordinator.
• Maintain the M7 operations website and social media updates during major events.
• Verify accuracy of messages with the NIOC Manager before dissemination.
• Maintain the communications log for audit and traceability.
• Develop media responses and key message briefs for the O&M Manager.
• Support post-incident debriefs by compiling communication timelines and message copies.
• Coordinate community notifications for night works, closures, and high-impact activities.
• Manage templates and standard operating procedures for incident communication.
• Support emergency response communication with agencies and media.
• Archive all communication records for contractual evidence.
• Identify emerging risks, trends, and sensitive issues and providing timely, sound communication advice to management

About You:

• 5+ years in transport, construction, operations or emergency communications environment
• Experience coordinating community engagement initiatives, events, and communication programs
• Proven ability to manage complex stakeholder issues and sensitive matters with sound judgement
• Experience working with government stakeholders and an understanding of state government processes.
• Experience engaging with Aboriginal and Torres Strait Islander communities or organisations is highly favourable.
• Degree or Diploma in Communications, Public Relations, Media or Journalism is highly favourable.
• IAP2 Certificate is highly favourable.
• Excellent written communication and media liaison skills
• Strong stakeholder relationship management and collaboration skills across internal and external groups
• Ability to work transparently and collaboratively while managing competing priorities
• High level of organisational skills, attention to detail, and accuracy
• Ability to adapt quickly to changing operational environments and respond proactively to urgent matters
• Demonstrated sound judgement when managing sensitive, high‑risk, or persistent stakeholder issues

About Us:

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 talent.transport@servicestream.com.au.

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How to Apply