Client Service Officer

NSW Department of Communities and Justice; Banora Point; In loco; AUD 83.000 - 95.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible work environment

Competitive pay and conditions

Training and development opportunities

Health & Wellbeing programs

Fitness Passport and Employee Support

Descrizione del lavoro

Homes NSW in Tweed Heads, NSW, is seeking a Client Service Officer – Housing & Homelessness to support tenants, housing applicants and partners. You will assess housing needs, provide accurate information, and help clients access housing options and pathways.

The role emphasizes building relationships with vulnerable clients, visiting properties, and coordinating with government and non-government services to sustain tenancies. A current NSW driver licence and willingness to travel are essential.

Competenze

• Current NSW Driver Licence (minimum P2).
• Willingness to travel regularly and work with clients in their homes and the community.
• Australian Citizen, Permanent Resident, or holder of valid working rights in Australia.

Mansioni

• Visit tenants in their homes on a regular scheduled basis.
• Address tenancy-related issues, including rent arrears and tenancy obligations.
• Assist clients at the service counter, over the phone and in the community.
• Collaborate with Government and non-Government services to support sustained tenancies.

Conoscenze

Empathy

Resilience

Excellent communication

Customer service

Relationship-building

Teamwork

Tech-savvy

Adaptability

Descrizione del lavoro

Client Service Officer – Housing & Homelessness

Northern District | Homes NSW

• Location: Tweed Heads NSW
• Employment: Ongoing, Full-Time position available
• Talent Pool creation – office-based position, five days per week
• Salary range $82,533 - $95,482 plus superannuation & annual leave loading
• Opportunities for learning, development, and internal career progression

Hear directly from our team and get an authentic insight into what it's like working as a Client Service Officer. Learn about property visits, supporting vulnerable clients, working in the community, and the rewarding opportunities that come with helping people sustain their housing.

https://www.youtube.com/watch?v=ZOo2_XlRmOY

Your role

Client Service Officers are the public face of Homes NSW, providing critical services and quality advice to clients, including people with complex support needs.

This is a rewarding role where you will work directly with tenants, housing applicants, advocates and support services to help deliver positive housing outcomes. You'll support people experiencing homelessness, those at risk of homelessness, and social housing tenants to access and sustain safe and stable housing.

We're looking for people who combine empathy with resilience, can build strong relationships, work independently, and are committed to delivering excellent customer service.

No two days are the same. You may be assisting a client at the service counter, conducting a property inspection, supporting a tenant experiencing challenges, or working with partner agencies to help someone access housing assistance.

What You’ll Do

Tenancy Team

• Visit tenants in their homes on a regular scheduled basis.
• Work with tenants to address tenancy-related issues, including rent arrears, property care concerns, tenancy obligations, anti-social behaviour and neighbourhood matters.
• Work with clients at the counter, over the phone and in the community.
• Ability to link in with and collaborate with a range of Government and non-Government services to provide specialist support to individuals and families to assist in sustaining tenancies identifying and addressing barriers to successful engagement with HOMES NSW

Temporary Accommodation Team

• Work with tenants to address tenancy-related issues in line with relevant operational policies, procedures and guidelines, including rent arrears, property care concerns, tenancy obligations, anti-social behaviour and neighbourhood matters.
• Liaise with Specialist Homelessness Services (SHS), community housing providers, support agencies, and internal Homes NSW teams to ensure clients receive appropriate support and housing pathways.
• Respond to urgent and complex client matters, ensuring clients are supported safely and appropriately.

Letting Team

• Match approved applicants to suitable housing opportunities in accordance with policy and client needs.
• Work directly with housing applicants, tenants, support providers and advocates to facilitate housing offers and allocations.
• Manage the end-to-end letting process, including property offers, viewings and tenancy commencement activities.
• Work collaboratively with internal teams to minimise vacancies and maximise housing outcomes.

You Will:

Tenancy and Access Hub Team

• Respond to enquiries from tenants, housing applicants, support services and community members via phone, online channels and service counters.
• Assess and process a broad range of housing assistance requests, applications and service enquiries.
• Provide advice on available housing options, support pathways and Homes NSW services.
• Contribute to positive client experiences by delivering timely, accurate and professional service.

You Will:

Private Rental Pathways Team

• Provide advice and assistance regarding private rental products, subsidies and support programs.
• Work directly with clients, real estate agents, landlords, community partners and support services to facilitate private rental outcomes.
• Assess eligibility and process applications for private rental assistance programs in accordance with policy and guidelines.
• Assist clients to develop the skills and knowledge required to successfully secure and maintain private rental accommodation.
• Build and maintain relationships with local real estate agents, community housing providers and specialist support services.
• Monitor and manage private rental assistance arrangements to ensure ongoing compliance and positive client outcomes.

What we're looking for

This role will suit people who enjoy working with others, can adapt to changing situations, and are comfortable engaging with clients from diverse backgrounds and circumstances.

Successful Candidates Will Demonstrate:

• Confidence visiting clients in their homes and working independently in the community.
• Resilience and professionalism when working with vulnerable clients and challenging situations.
• Strong situational awareness and a commitment to personal safety practices.
• The ability to build rapport while maintaining professional boundaries.
• Excellent communication and relationship-building skills.
• Strong customer service skills with an empathetic approach.
• The ability to work independently and as part of a team.
• Confidence using technology and learning new systems.
• A commitment to teamwork, continuous improvement and delivering positive client outcomes.

Essential Requirements

• Current NSW Driver Licence (minimum P2).
• Willingness to travel regularly and work with clients in their homes and the community (a company pool car available).
• Australian Citizen, Permanent Resident, or holder of valid working rights in Australia.

Why join Homes NSW?

• Meaningful work that directly supports vulnerable people and communities.
• Structured training, mentoring and ongoing support.
• Diverse career pathways across Homes NSW and the NSW Public Sector.
• A supportive team environment where safety, wellbeing and professional development are priorities.
• The opportunity to make a genuine difference every day.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

Want more information? Visit our website to see more information on Working for us.

What We Offer

• A challenging and rewarding career
• Flexible, autonomous work environment
• Competitive pay and conditions
• Training and development opportunities to build and maintain capabilities
• Health & Wellbeing, Fitness Passport and Employee Assistance Programs.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

Applications close Tuesday, 3rd November at 11:59pm AEST

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Jamie-lee Rowe via [e-mail] or 0448 307 831.

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please reach out to Syvonne Pereira via [e-mail] or 0498 091 786.

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Your recruitment journey on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.