Customer and Stakeholder Manager

About the role

ConnectSydney, a joint venture of ServiceStream, Boral, and Johnson Controls, in partnership with Transport for NSW (TfNSW), is entrusted with the management of the Harbour Zone. Our responsibilities encompass routine maintenance, strategic enhancements, and specialised projects aimed at bolstering Sydney's transport infrastructure. The ConnectSydney team are on the hunt for an experienced Customer & Stakeholder Manager to join us at our Rockdale office! They will supervise and coordinate the research, creation and implementation of social sustainability initiatives, engaging with stakeholders to provide skilled assistance and applying existing procedures and guidelines to support sustainability programs, ensuring programs are delivered on time and with best possible outcome. If you are ready to step into your career, apply with us today! ConnectSydney is an equal opportunity employer who believes diversity of thought, background and experience strengthens relationships and benefits our people, clients, and communities. We are committed to cultivate an inclusive and high-performing culture where our people thrive and are proud to bring their whole selves to work, inspiring a respectful and inclusive environment. ConnectSydney encourages and welcomes the opportunity for applicants to share their lived experiences. Benefits of working with us include: Growth - We are growing and there are opportunities for your career development across our business units. Discounts - Access to 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. Paid leave - Parental, cultural, community service, study, corporate volunteering and purchased leave available. Culture - We are dedicated to fostering a workplace environment that values diversity and inclusion, and we recognise and celebrate excellence throughout the year. 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 ConnectSydney and welcome applications from people who identify as Aboriginal and/or Torres Strait Islander, people with a disa

Responsibilities

• Devise and deliver strategy for managing stakeholder relationships.
• Provide input into the forward works plan to ensure stakeholder, community and customer impacts are considered, managed and minimised.
• Devise and deliver appropriate engagement and communication strategies for construction works, in consultation with the Transport for NSW Communication and Stakeholder Engagement team.
• Support the Customer & Stakeholder Engagement Advisors to work with the Control Room and Supervisors to manage customer contact efficiently and to a high standard.
• Report on customer contact related to all activities undertaken by ConnectSydney.
• Develop relationships with key stakeholder to allow opportunities to be identified to coordinate multiple projects happening in a community to reduce impacts for network users, businesses and the community.
• Inform Transport for NSW and the parent companies of activities or incidents that may attract media attention.
• Visit site, as necessary, to identify stakeholders that may be impacted by works.
• Arrange meetings/methods of communication and engagement to understand and address stakeholder concerns (door knock, letter box drop, etc.).
• Provide support to Program Managers in implementing internal communication programs and initiatives.
• Devise and deliver individual Engagement and Consultation approaches and Plans and activities.
• Manage and resolve complaints and issues relating to stakeholders, communities and customers.
• Manage research, surveys and analysis to build understanding and insights about Harbour Zone stakeholders, community and customers.
• Lead innovation in the community, customer and stakeholder engagement area and support innovation across the organisation.
• Collaborate with other TfNSW service providers and contractors delivering projects and work in the Harbour Zone.
• Approve and provide information so TfNSW can manage ministerial briefings and responses, media and correspondence relevant to the Harbour Zone and our work.
• Manage Business Linkedin Account
• About You:
• Relevant tertiary qualifications in communications, community services planning/development
• 5+ years' experience in a communications discipline and managing people
• 5 years community relations experience.
• Demonstrated experience delivering engagement programs that put the customer at the centre of decision making.
• Advanced verbal and written communication skills.
• Proven negotiation and influencing skills.
• Current Drivers Licence
• IAP2 Certificate (desirable)
• Exposure to the infrastructure sector (desirable)

Benefits

Additional Information

Primary Location NSW - Rockdale Job Description Summary The ConnectSydney team are on the lookout for an experienced Customer & Stakeholder Manager to join us at our Rockdale office!

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