Your team – Communication & Stakeholder Engagement

The Director Communications and Engagement is responsible for leading the Communication and Stakeholder Engagement functions within QLeave.

This role reports directly to the Executive Director Customer and Frontline Services.

Your contribution

This position will play a pivotal role in ensuring QLeave achieves its customer-focused objectives by leveraging customer insights, fostering collaboration, and driving continuous improvement across the organisation.

Using your experience in leading customer centricity strategies, you will:

• contribute to delivering QLeave’s customer service excellence strategic objective by maintaining in-depth knowledge of customer experiences, behaviours, sentiments, and expectations.

• utilise customer insights to inform decision-making and improve organisational outcomes.

• provide strategic advice to the Executive Director Customer and Frontline Services relating to customer-based insights to drive and foster a customer-centric culture.

• devise and implement a comprehensive communication and stakeholder engagement strategy that aligns with QLeave’s strategic objectives. Ensure the strategy advances business objectives, strengthens the organisation’s reputation, and broadens stakeholder awareness.

• oversee the strategic planning and implementation of internal and external communication initiatives, ensuring the optimisation of key channels to promote, inform, and educate customers and the broader community on QLeave’s regulatory responsibilities.

• develop and implement a framework for proactive and reactive issues management to enable QLeave to respond rapidly to emerging issues. Provide informed media advice and services, identifying risks and opportunities.

• develop regular reports and presentations to inform QLeave’s Senior Executive Team and Board on the progress of strategies, business improvement projects, and stakeholder engagement initiatives.

• any other tasks as directed from time to time as directed by your supervisor.

This position leads two direct reports, Manager Stakeholder and Corporate Affairs, and the Strategic Engagement Team Leader.

What we are looking for

QLeave appointments are directed towards selecting an eligible person best suited to the position. You will be assessed by looking at what you have done previously—the knowledge, skills and experience you have built, your potential for development, and your personal qualities.

The ideal candidate will possess:

• Customer-Centric Expertise: Demonstrated experience in enhancing customer experiences across multiple channels, with a strong emphasis on digital and self-service capabilities using a customer insights-driven approach.

• Strategic Communication Skills: Proven ability to devise and implement communication strategies that align with organisational objectives, strengthen reputation, and enhance stakeholder engagement.

• Leadership and Team Management: Strong leadership and management experience, with the ability to inspire and motivate multidisciplinary teams to achieve high performance and continuous improvement.

• Stakeholder Engagement: Exceptional communication, negotiation, and relationship management skills across a diverse range of internal and external stakeholders, with the ability to influence and achieve positive outcomes.

• Analytical and Innovative Thinking: Expertise in gathering and analysing customer insights and trends to identify innovative opportunities and inform strategic decision-making.

• Proactive Issues Management: Experience in developing and implementing frameworks for proactive and reactive issues management, including media and public relations strategies.

• Collaboration and Networking: Proven ability to build and maintain strategic relationships with government partners, industry stakeholders, and community representatives to optimise communication and engagement.

There are no mandatory qualifications for this role however qualifications in communications, marketing, public relations or related disciplines would be highly regarded.

Every employee is expected to role model leadership behaviours.  The leadership competencies for Queensland success profile of Executive outlines the leadership capabilities for this position.