Client Service Officer

NSW Department of Communities and Justice; City of Parramatta; On-site; AUD 83,000 - 95,000; Full time

Benefits offered by this job

Flexible, autonomous work environment

Competitive pay and conditions

Training and development opportunities

Health & Wellbeing programs

Job summary

NSW Department of Communities and Justice – Parramatta NSW is recruiting a Client Service Officer to assist housing applicants and tenants, including those experiencing homelessness. You’ll combine empathy with practical support in community settings, counters, and field visits.

The role emphasizes independent work and teamwork, with a focus on delivering positive housing outcomes and strong customer service.

Qualifications

• This role requires empathy and resilience when supporting vulnerable clients.
• Excellent communication and customer service skills are essential.
• Ability to work independently and as part of a team, with strong relationship-building.
• Current NSW Driver Licence (minimum P2) is preferred.
• Australian Citizenship, Permanent Residency, or valid working rights in Australia.
• Flexible, able to travel and work in community settings.

Responsibilities

• Visit tenants in homes on regular schedules and conduct property inspections.
• Support tenants to maintain successful tenancies and address issues like arrears.
• Collaborate with government and non-government services to aid housing outcomes.
• Process and assess applications and enquiries using relevant policies and procedures.
• Assist at counters, over the phone, and in the community with housing options.
• Use iPads, online systems and mobile tools to manage client interactions.
• Support outreach services and homelessness initiatives within local communities.
• Work as part of a team to achieve KPI targets.

Skills

Empathy

Resilience

Strong communication

Customer service

Relationship building

Teamwork

Tools

iPads

Online systems

Mobile communication tools

Job description

NSW Department of Communities and Justice – Parramatta NSW

Client Service Officer - Housing & Homelessness
South West Sydney & Western Sydney Districts | Homes NSW

• Location - South-West Sydney & Western Sydney
• Employment: Talent Pool creation
• Salary range $82,533 - $95,482 plus superannuation & annual leave loading
• Opportunities for learning, development, and internal career progression

See the role before you apply: Day in the Life of a Client Service Officer

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

Join our Information Session

Interested in learning more? Meet members of the team, hear about the realities of the role, and ask questions before submitting your application.

22 September 2026 at 5pm, click here to register:

Client Service Officer Information Session - Fill in form

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

The Client Service Officer works directly with a range of support services and clients in their homes, in the office, and throughout the community to deliver housing assistance tailored to client needs.

Tenancy Team:

You will:

• Visit tenants in their homes on a regular scheduled basis.
• Conduct property inspections and support tenants to maintain successful tenancies.
• Work with tenants to address issues including rent arrears, property care concerns, and tenancy obligations.
• Support the resolution of anti-social behaviour concerns and neighbourhood issues.
• Work with clients at the counter, over the phone and in the community.
• Process and assess applications and enquiries using relevant legislation, policies and procedures.
• Working collaboratively in a team environment to achieve the team's key performance indicators (KPI's).
• 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
• Use a range of technologies including iPads, online systems and mobile communication tools.

Access & Demand Team:

You will:

• Work directly with clients and advocates to provide advice and assistance on housing options.
• Process and assess housing applications and enquiries using relevant legislation, policies and procedures.
• Work rostered shifts supporting clients at the counter and over the phone.
• Working collaboratively in a team environment to achieve the team's key performance indicators (KPI's).
• Support outreach services and homelessness initiatives within local communities.
• Use a variety of technologies and online systems to manage client interactions and casework.

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

What We Offer

We offer a variety of benefits, including:

• 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.

Are you ready to join us?

Applications close

Sunday, 27 September 2026 at 11:59pm AEST

For more information about the role or what it's like to work for DCJ, please contact the hiring manager Sabrina Bachmann on ***************@homes.nsw.gov.au or 0437 230 ***.

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 ***************@dcj.nsw.gov.au or 0498 091 ***.

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 Applying for DCJ jobs on the DCJ website.

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