Client Service Officer

Department of Communities and Justice; Sydney; 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, Fitness Passport &

Employee Assistance Programs

Job summary

Department of Communities and Justice (DCJ) in NSW is seeking a Client Service Officer for Housing & Homelessness across South West Sydney and Western Sydney Districts. The role focuses on assisting tenants, housing applicants, and partners to secure and sustain safe housing.

It combines frontline service at counters, in clients' homes, and in the community, with emphasis on empathy and professional client service.

Qualifications

• 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.
• Ability to build rapport while maintaining professional boundaries.
• Excellent communication and relationship-building skills.
• Strong customer service skills with an empathetic approach.

Responsibilities

• 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.
• Work collaboratively in a team environment to achieve KPI's.

Skills

Customer service

Communication

Relationship-building

Teamwork

Job description

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.

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

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.

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, we do not need to meet every desired requirement for us to want to talk to you.

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.

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

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.

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

The Welcome Experience

Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more: www.nsw.gov.au/welcomeexperience

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.