Australia Job Openings

Service Stream

Complaints Coordinator

Victoria

FULL TIME

August 27, 2024

Primary Location

VIC - Melbourne

Job Description Summary

As the Complaints Coordinator at Service Stream, you will contribute to the profitability and growth of the organisation by managing stakeholder complaints across a National Project. Reporting directly into the PMO Manager, you will be responsible for managing and coordinating complaints and ensuring they are reviewed and actioned in line with the Client's commercial and customer care requirements.

About the Role

Nature of position: Permanent, Full Time

Location: Melbourne, VIC

Reporting Line: PMO Manager

Key Responsibilities

Maintain, processes and procedures for the effective coordination of Complaint responsibilities and deliverables for Telecommunications projects
Liaise with key stakeholders such as clients, businesses and landowners and occupiers throughout the project lifecycle
Reporting weekly and monthly on internal and client KPI’s to senior and executive management
Participate in weekly, monthly, and other internal & client meetings as required
Manage client escalations with relevant stakeholders and client project teams as required and with defined SLA's and KPI's
Working collaboratively within the Service Stream Complaints team and equivalent client team to effectively manage end user Escalations in accordance with client requirements
Develop and maintain records in accordance with regulatory and client requirements
Conducting business to the highest standard and in line with the Service Stream Core Values
Develop strong working and collaborative relationships with the Operational Support Services management team to ensue knowledge, impacts and delivery strategy of workforce are continuously aligned
Have a proactive continuous improvement mind set and work within the the Operational Support Services Agile framework to assist with scope, delivery and implementation
Participate and deliver monthly progress updates as part of the Operational Support Service management team

About You

Tertiary qualifications in related discipline preferred and or demonstrable experience
Experience driving a high performing, fast-paced delivery team
Demonstrated experience in a Complaints management system
Demonstrated experience implementing process improvement for a high-level data entry team
Demonstrated experience using Power BI reporting to monitor outcomes and performance
Experience gained on large complex construction, industrial, technical, or commercial projects

About Us

Service Stream, together with its subsidiaries and affiliates, is a leading national service provider to develop and operate Australia's essential communications, energy and water networks in the telecommunications, utilities and transport industries. We specialise in the design, construction and maintenance of new and existing networks, and deliver end-to-end engineering and asset management solutions on behalf of our blue-chip client base.

Service Stream 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. Service Stream encourages and welcomes the opportunity for applicants to share their lived experiences.

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

Department

Administration

How to Apply

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

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