Head of Community & Customer Relations

Primary Location

Epping, VIC

Job Description Summary

An exciting opportunity has arisen for a Customer and Community Liason Officer to join Service Stream team based in Coburg.

About the Role

Service Stream’s Utilities division are currently seeking a Customer and Community Liason Officer to join our growing company. You will be responsible for leading our customer and community interface for the Yarra Valley Water maintenance services contract, ensuring that all interactions, communications and service responses deliver a consistently positive customer experience, strengthen community trust and meet YVW’s customer, regulatory and social‑value expectations. The role provides strategic leadership, operational oversight, and partnership alignment to ensure customer outcomes are embedded across all maintenance services activities.

Nature of position: Permanent, Full Time

Location: Coburg, VIC

Reporting Line: Service Delivery Manager

Key Responsibilities

• Develop and deliver communication strategies that keep internal teams, partners and customers informed and engaged.
• Create clear, consistent messaging, communication materials, & staff training that supports service delivery and customer experience.
• Coordinate customer and community communications for upcoming works and operational activities.
• Work closely with operational, customer service and communications teams to ensure an integrated and consistent approach across all touchpoints.
• Monitor and improve communication channels and processes to strengthen customer engagement.
• Manage and escalate key customer and stakeholder issues in collaboration with internal teams and delivery partners.
• Support responses to media, regulatory and ministerial enquiries by providing accurate and timely information.

About You

• Tertiary qualification in Communications/ Public Relations or related field
• Strong background in stakeholder, community and customer engagement, ideally within water or utilities
• 5 + years’ experience in a similar communications or engagement role
• Confident working with internal and external stakeholders to understand expectations and deliver high‑quality outcomes
• Skilled in developing engagement frameworks, managing change and shaping clear, consistent messaging
• Collaborative, proactive and able to work with multiple stakeholders to ensure alignment and consistent customer outcomes
• Current driver’s license

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. Specialising in designing, constructing, and maintaining new and existing networks, we provide end-to-end engineering and asset management solutions for our blue-chip client base. Committed to fostering a workplace culture that values diversity and inclusion, Service Stream actively promotes the employment of Aboriginal and Torres Strait Islanders, people with disabilities, LGBTQI individuals, and other diverse groups. As a signatory to the Veterans Employment Commitment, we also value the skills and experience of ex-ADF members and their partners, strongly considering veterans who meet the key criteria for our employment opportunities.

Service Stream does not accept any unsolicited resume referrals from external Recruitment or Labour Hire Companies.

Department

Health & Safety

How to Apply

If this sounds like you apply now to the Service Stream Recruitment Team via the online application button.