Job Customer Experience Community Liaison, Alice Springs

Northern Territory Government

JOB DESCRIPTION

Job Title Customer Experience Community Liaison
Classification Administrative and Corporate Services Band 3 Position No. 13267

Job Type Full Time Duration Ongoing

Business Unit Customer & Strategy Location Darwin / Alice Springs

Reports to Manager Customer Service Reports to P/No. 13194

Power and Water values diversity. Power and Water encourages people from all diversity groups to apply for vacancies
Inclusion and and accommodates people with disability by making reasonable workplace adjustments. If you require an adjustment
diversity and Special for the recruitment process or job, please discuss this with the contact officer. For more information about applying for
Measures this position and the merit process, click here
recruitment plans Under the Agency’s Special Measures recruitment plan eligible Aboriginal applicants will be granted priority

consideration for this vacancy. For more information on Special Measures plan, click here

Information for Applications must include a one-page summary about you, a detailed resume and copies of all relevant tertiary
Applicants qualifications listed in your application. For further information for applicants and example applications: click here

Information about If you accept this position, a detailed summary of your merit (including work history, experience, qualifications, skills,
Selected Applicant’s information from referees, etc.) will be provided to other applicants, to ensure transparency and better understanding
Merit of the reasons for decision. For further information: click here

PRIMARY OBJECTIVE

The primary objective of this role is to build and maintain strong relationships with Aboriginal remote communities, ensuring cultural sensitivity,
improving access to Power and Water’s services, and enhancing the overall customer experience. This includes gathering community feedback,
advocating for their needs, and collaborating with internal teams and external stakeholders to develop tailored programs and initiatives.

KEY RESPONSIBILITIES

The “WHAT” to be delivered

• Build and maintain strong relationships with community leaders, elders, and members to understand their needs, concerns, and expectations.
• Promote and ensure cultural sensitivity and respect in all interactions with Aboriginal communities, incorporating traditional knowledge and

practices where appropriate.

• Identify and address barriers to accessing Power and Water’s services, working to enhance the overall customer experience for remote

community members.

• Gather feedback from community members about Power and Water’s services and relay this information to the appropriate teams for

continuous improvement.

• Ensure that clear and accurate information about Power and Water’s services, policies, and procedures is effectively communicated to remote

communities.

• Collaborate with internal teams to develop programs and initiatives that are tailored to the unique needs of Aboriginal remote communities.
• Advocate for the interests and needs of remote communities within Power and Water, ensuring their voices are heard in decision-making

processes.

• Provide training and support to Power and Water’s staff to enhance their understanding of Aboriginal cultures and improve their interactions

with community members.

• Regularly visit remote communities to maintain a visible presence, build trust, and ensure ongoing engagement.
• Establish and maintain partnerships with local organisations, government agencies, and other stakeholders to support community

development and service delivery.

• Document interactions, feedback, and progress on initiatives, providing regular reports to management and other stakeholders.
• Mediate and resolve any conflicts or issues that arise between the community and Power and Water, ensuring positive outcomes for all

parties involved.

• Organise and facilitate community meetings, workshops, and events to foster engagement and collaboration.
• Develop and implement strategies to make Power and Water’s services more accessible to remote community members, considering factors

such as language, technology, and physical access.

• Ensure all activities are conducted in accordance with relevant laws, regulations, and ethical standards, respecting the rights and traditions of

Aboriginal peoples.

COMPETENCY PROFILE

“HOW” to do it (Manager of Team profile - refer to Power and Water’s Behavioural Competency Guide)

LAST UPDATED: July 2025 EMPLOYEE SIGNATURE: _________________________ DATE: ___________

AT POWER AND WATER:

Job Description Northern Territory Government
Builds effective teams Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.

Courage Stepping up to address difficult issues, saying what needs to be said

Cultivates innovation Creating new and better ways for the organisation to be successful.

Customer focus Building strong customer relationships and delivering customer-centric solutions

Directs work Providing direction, delegating, and removing obstacles to get work done.

Interpersonal acumen Relating openly and comfortably with diverse groups of people

Plans and align13267 Planning and prioritising work to meet commitments aligned with organisational goals.

Resourcefulness Securing and deploying resources effectively and efficiently.

MANAGEMENT RESPONSIBILITIES

No. of Direct Reports 0 No. of Indirect Reports 0
Key Interactions: External Stakeholders (as per Single Point of Accountability Standard), Executive Leadership Team, Senior Leader Group, All

Employees, External Customers

COMPLIANCE

We expect you to:

• Actively align, support and promote Power and Water’s Values and support building a constructive workplace culture that celebrates achievement through its

people.

• Carry out duties in accordance with Power and Water’s Safety and Environmental policies and procedures, working towards our goal of Zero Harm

• Ensure all activities undertaken as a Power and Water employee comply with Power and Water’s Code of Conduct , Management Standards and Procedures, relevant Acts, legal demands and that you manage all of your activities and responsibilities within the Power and Water risk management framework.

• Pass a job-specific pre-employment medical (if applicable)

SELECTION CRITERIA

Qualification & Skills Experience

Essential • Effective communication skills, with the ability to convey • Proven experience working with remote Aboriginal
information clearly and respectfully to a diverse audience. communities , including the ability to build strong

• Stakeholder and relationship management skills, with ability relationships with community members and leaders.

to work collaboratively with a wide range of stakeholders, • Strategy development and implementation experience,
including community members, internal teams, government particularly in a remote or cross-cultural context where
agencies, and other organisations. improve customer experiences is a focus.

• Data collection and analysis skills, with ability to analyse • Stakeholder advocacy experience, including advocating for
data trends for use in reports to help guide decision making. community needs and effectively representing their interests

• Problem solving skills, with the ability to identify barriers and within an organisation.

develop practical solutions to improve service accessibility • Program development and implementation experience,
and customer satisfaction. including implementing, and managing community-focused

• Training and support service delivery skills, with ability to programs or initiatives.

provide training and support to staff on cultural competency • Working or living in remote areas , with experience with the
and best practices for engaging with Aboriginal communities. geographical and socio-economic landscape of the Northern

• Mediation and conflict resolution skills, with a focus on Territory, particularly remote areas.

achieving positive outcomes for all parties involved. • Record keeping and reporting experience, with

• Organisation and time-management skills, with the ability to demonstrated experience documenting interactions,

manage multiple tasks and priorities effectively. feedback, and progress accurately, and provide

• Understanding and respect for Aboriginal cultures , including comprehensive reports to management and other

knowledge of the social, historical, and political context of stakeholders.
Aboriginal communities in the Northern Territory

Desirable • A tertiary qualification in community development, social • Relevant experience in a regulated utility or commercial

work, anthropology, or a related field. environment, or Government Owned Corporation.

FURTHER INFORMATION
1. Contact Christopher Hanlon on 0461 352 111.for further information about the position
2. Information about Power and Water Corporation may be viewed at powerwater.com.au
3. The total remuneration package amounts published for this position include base salary, superannuation and annual leave loading and the value of an extra
week’s annual leave.

Apply Online: https://jobs.nt.gov.au/Home/Jo...ls?rtfId=326362 Approved July 2025
Vacancy Closes:28/07/2025 Michelle Flynn - Acting General Manager, Customer Experience &

Operations

AT POWER AND WATER: