348 - Community & Customer Relations Liaison Officer Location: Coburg, VIC Type: Full-Time Salary: Competitive Salary Package Report to: Service Delivery Manager
About the Organisation Our client is a leading provider of essential utility and infrastructure services, delivering maintenance and operational support across critical water network assets. They are committed to providing exceptional customer experiences while building positive relationships with the communities they serve.
About the Role We are seeking an experienced Community & Customer Relations Liaison Officer to lead customer, community and stakeholder engagement activities across a major water services contract. This role is responsible for ensuring customers and communities receive timely, accurate and accessible information regarding service delivery activities. Working closely with customer service, communications and operations teams, you will help maintain strong community trust, support positive customer experiences and ensure stakeholder expectations are met. The position combines communications, stakeholder engagement and customer service leadership, making it ideal for someone who enjoys building relationships and delivering meaningful outcomes for customers and communities.
Responsibilities
Develop and deliver customer and community engagement strategies.
Support communication activities relating to maintenance programs and service delivery.
Work closely with customer service and communications teams to ensure consistent messaging.
Manage and escalate customer and stakeholder issues when required.
Develop communication materials, key messages and engagement content.
Coordinate customer notifications for planned and upcoming works.
Support responses to media, community and stakeholder enquiries.
Monitor and improve customer engagement processes and outcomes.
Promote accessibility, inclusion and diversity across customer interactions.
Support implementation of cultural awareness, disability inclusion and respectful workplace initiatives.
Work collaboratively with internal teams and external stakeholders to improve customer experiences.
Identify and share opportunities for service and communication improvements.
About You You are a strong communicator who thrives on building trusted relationships with customers, communities and stakeholders. You have experience managing complex stakeholder environments and understand how effective communication can positively influence customer outcomes. You are organised, adaptable and confident engaging with people from diverse backgrounds while balancing competing priorities and deadlines.
Requirements
Tertiary qualification in Communications, Public Relations or a related discipline.
Current Driver's Licence.
Experience in community engagement, customer relations, communications or stakeholder management.
Experience working with internal and external stakeholders.
Strong written and verbal communication skills.
Demonstrated ability to manage sensitive customer and community issues.
Experience developing engagement, communication or consultation plans.
Utilities, water or infrastructure industry experience highly regarded.
What You'll Get
Opportunity to make a positive impact in local communities.
Diverse role combining communications, engagement and customer service.
Supportive and collaborative team environment.
Professional development opportunities.
Competitive salary package.
Flexible mix of office, site and stakeholder engagement activities.
What You'll Be Responsible For
Building positive relationships with customers, communities and stakeholders.
Delivering effective communication and engagement strategies.
Supporting customer service excellence across service delivery activities.
Coordinating communications for planned and reactive works.
Driving community trust and positive stakeholder outcomes.
Promoting inclusive, accessible and culturally responsive engagement practices.
What You'll Need to Be Successful
Exceptional interpersonal and communication skills.
Strong stakeholder management capability.
Conflict resolution and negotiation skills.
Strong planning and organisational abilities.
Ability to work collaboratively across multiple teams.
Experience managing competing priorities and deadlines.
Commitment to delivering excellent customer and community outcomes.
If you would like to know more about this role, please contact us at: [email protected] or 1300DEADLY (332 359)