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The Victorian Government is upgrading the Eastern Freeway with new express lanes, new traffic management technology and Melbourne’s first dedicated busway. These changes will slash travel times and improve public transport in Melbourne’s east
Symal is part of the Eastern Freeway – Burke to Tram Alliance with Major Road Projects Victoria, Laing O’Rourke, Arcadis and WSP. Our scope of work includes a new interchange connecting the Eastern Freeway to the North East Link tunnels, major road and bridge upgrades between Burke Road and Tram Road, smart traffic management technology upgrades and new noise protection to meet Victoria’s toughest traffic noise standards. The local community will also benefit from new and upgraded walking and cycling connections, upgrades to Koonung Creek Reserve and revitalised wetlands and open spaces.
The role:
As our Alliance continues to grow, we are looking for a Senior Complaints and Compliance Advisor to join the Communications and Community Engagement team in a permanent role.
Reporting to the Head of Communications and Community Engagement, you will support EBTA’s overarching complaint and enquiry management process, as well as support the team’s compliance in line with the Project Alliance Agreement requirements.
Your every day:
- Ensure enquiries and complaints received via the Big Build Contact Centre and Project email inbox are assigned to the relevant Communications and Community Engagement team member for action.
- Support the CCE Managers in verifying complaints (including escalated complaints) have been responded to within required timeframes, including data recording into Consultation Manager, by running outstanding actions reports and monitoring close out.
- Compile a daily Complaints and Enquiries Digest, ensuring data integrity and all required administration tasks are completed to enable the report to be issued.
- Pull data from Consultation Manager on number and type of complaints and enquires received and prepare a trend analysis and summary for inclusion in monthly and weekly reporting.
- Manage Eastern BTA's Property Condition Survey (private and commercial properties only) process, in accordance with contractual requirements, and that all associated documentation is recorded in Consultation Manger and the relevant Sharepoint folder.
- Support Eastern BTA's Third Party Property Damage Claims Assessment Process, as per agreed work instructions.
- Manage Monday.com, the CCE team's workflow platform, acting as site administrator, managing team licences and access, building new boards and improving functionality as needed.
- Support end of month financial reconciliation, ensuring the availability of all paperwork needed for P-Card reconciliation and responding to queries from the Commercial Team as required.
- Support the CCE team in organising resident respite and relocation, as needed.
- Support the procurement of communications and community engagement items as needed.
- Ensure all team activities are managed in accordance with relevant safety procedures and guidelines.
Who are you?
- Qualifications in Communications, Customer Service, Administration or equivalent field
- More than 3 years’ experience in complaint management / customer service / communications, preferably in a construction project delivery environment
- Intermediate to advanced competency with MS Office suite and data management programmes
- Advanced written and verbal communication skills
- Advanced interpersonal skills, with the ability to communicate effectively, professionally and empathetically with people from all backgrounds to overcome challenges
- Strong administration skills, data management skills and ability to work in accordance to contractual requirements
- Ability to travel to and work from site offices in the eastern suburbs eg. Bulleen, Doncaster and Nunawading
- Australian or New Zealand Citizenship or Permanent Residency required, as this is a permanent, full-time position
- Passion for developing your career in construction and be mentored by industry experts across Eastern Freeway Burke to Tram Alliance
A career with us
Symal is an equal opportunity employer. Our teams are made up of individuals with diverse backgrounds, experiences, and perspectives, with aligned ways of working, enabling us to overcome any challenge, advance our careers and outperform competitors.
Staff perks and benefits offered to build an engaged and talented workforce include:
- Tailored professional development opportunities for career advancement
- Opportunities to work on a wide variety of exciting and complex projects
- Annual social calendar of fun activities and events
- A corporate social responsibility program for the chance to support not-for-profits and social enterprises
- Bonus leave days, including your birthday off and a Christmas shopping day
- Hundreds of discounts at leading retailers with our employee perk program
- Access to free curated health and wellness content
- Bupa corporate healthcare benefits
- Access to 24/7 confidential support from a nurse or wellbeing expert
We’re committed to ensuring that our recruitment process is fair, inclusive, free from bias and accessible for all candidates.
We are an inclusive workplace and encourage applications from people of all backgrounds. Aboriginal and Torres Strait Islander peoples, veterans, and individuals from diverse cultural and life experiences are encouraged to apply.
