Complaints Coordinator

Primary Location

VIC - Melbourne - 655 Collins St

Job Description Summary

Looking for a Complaints Coordinator to join our team, contributing to profitability and growth of Service Stream by managing stakeholder complaints across a National Project.

About the Role

About Service Steam

Service Stream is a leading provider of essential network and infrastructure services across Australia. We partner with major utilities and telecommunications companies to design, construct, operate, and maintain critical assets that keep communities connected. With a strong focus on safety, quality, and innovation, Service Stream delivers reliable solutions that support Australia's energy, water, and communications networks.

About the role

Service Stream's Fixed Communications division is seeking a Complaints Coordinator to join our national operations team. In this role, you'll manage and coordinate customer and stakeholder complaints across a large-scale national project, ensuring all issues are resolved efficiently and in line with client and contractual requirements. Reporting to the PMO Manager, you'll help maintain high customer satisfaction and support Service Stream's commitment to quality, accountability, and continuous improvement.

Key Responsibilities

• Serve as the main point of contact for customer and stakeholder complaints.
• Manage and resolve all queries within agreed client service levels (SLAs).
• Maintain accurate complaint records in accordance with contractual and legislative requirements.
• Analyse complaint trends and provide insights to internal teams for proactive improvement.
• Collaborate with regional teams to ensure data accuracy and service quality.
• Manage shared mailboxes and customer databases to track case progress.
• Prepare and present weekly complaint status reports to stakeholders.
• Contribute to continuous improvement of processes and customer experience.
• Stay current with relevant legislation, standards, and client requirements.

Skills and experience

• Experience managing customer complaints, queries, or communications within a corporate or service-based environment.
• Proven ability to liaise effectively with clients, contractors, and internal teams.
• Strong communication and interpersonal skills with a customer-first approach.
• Exceptional organisation and time management, with the ability to prioritise competing demands.
• Proficient in Microsoft Office and CRM/database management.
• Tertiary qualifications in Business, Communications, or Marketing (desirable).

About Us

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

Administration

How to Apply

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