External Complaints and Resolution Manager

**At Powerlink, every possibility starts with you**:
We believe life’s about possibilities. And so is the future. That’s why we need you.

We’re working at the heart of Queensland’s energy transformation. Now more than ever, we need people who want to help us deliver a world-class energy future and ensure we continue to navigate through this once in a generation energy challenge. Join us and make it happen.

**A career that matters and lasts**:
As the External Complaints & Resolution Manager, you’ll help us connect a more sustainable energy future for more than five million Queenslanders and 241,000 businesses. Your work with us is about every light turned on, every community connected, and every future made possible.
- Permanent, full-time position
- Lead a critical, high-impact function shaping how Powerlink responds to community feedback across major infrastructure projects.

We believe every employee deserves the opportunity to enjoy a work-life balance that enhances their overall wellbeing and performance through inclusive and supportive benefits.

**Ask us about**:

- Flexible & hybrid working options
- Career development
- Health & wellbeing programs
- Leave offerings (including 14 weeks paid parental leave - at full or half pay, plus additional leave purchasing)
- Inclusive workplace facilities
- Free secure parking, with access to onsite charging stations for electric vehicles

**The opportunity**:
As the External Complaints and Resolution Manager, you’ll lead the governance and delivery of Powerlink’s complaints and resolution framework, ensuring it is consistently applied across all assets and business areas. You'll collaborate with internal and external stakeholders to maintain a timely, inclusive, and effective response to community feedback.

You will build capability across the organisation by providing training, coaching, and strategic guidance to teams involved in community engagement. You'll also support the implementation of a complaints management system and monitor performance data to identify trends, risks, and opportunities for improvement.

Acting as Powerlink’s primary contact for external complaints authorities, you’ll manage complex or sensitive matters and represent the organisation in key forums. Internally, you’ll play an integral role in the Community and Social Performance leadership team, driving improvements and supporting informed decision-making across the business.

**The people you'll join**:
As part of our Community & Social Performance team, you’ll become part of a diverse, skilled, and purpose-driven team committed to delivering Queensland’s energy future responsibly and sustainably. You’ll be joining a collaborative Community & Delivery Services division that values integrity, inclusivity, and proactive engagement. Together, we work across regional and metropolitan areas, often partnering directly with local communities, Traditional Owners, industry bodies, and government to ensure our work is not only technically sound but socially responsible.

**What you'll bring**:

- Degree level qualification in Social Science, Environmental, Communications, or another discipline relevant to community relations and social performance for infrastructure projects or, lesser qualification coupled with significant experience.
- Significant experience in complaints and grievance systems development and management.
- Proven skills in conflict resolution, mediation, and stakeholder engagement.
- Experience working with diverse populations and in regional or remote settings.
- Strong knowledge of complaint handling best practices and relevant management systems.

**Find your possibility today**:
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**Our commitment to inclusion and belonging**:
We know empowering people to bring their whole self to work enables them to unleash their potential. To learn about our efforts towards greater Diversity, Equity and Inclusion, visit our careers site for more information

As a Veteran-Friendly Employer, we value the skills Veterans bring and ensure equal opportunities. Let us know if you're a Veteran for tailored support.

Powerlink acknowledges the Traditional Owners and their custodianship of the skies, lands, and waters of Queensland and in particular, the lands on which we operate.