Client Service Officer
NSW Department of Communities and Justice
A complete application in a minute
Tailored resume and cover letter, ready to send.
Benefits offered by this job
Job summary
NSW Department of Communities and Justice – Tweed Heads South NSW is seeking a Client Service Officer in Homes NSW to support tenants, housing applicants and vulnerable clients. You will be the public face delivering housing assistance, casework coordination, and access to services across tenancy support, homelessness pathways and private rental programs.
The role emphasizes empathy, resilience and excellent customer service, with opportunities for learning, development and internal career
Qualifications
- 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.
Responsibilities
- Visit tenants in their homes on a regular scheduled basis.
- Address tenancy-related issues, including rent arrears, property care, tenancy obligations and anti-social behaviour.
- Work with clients at the counter, over the phone and in the community.
- Collaborate with Government and non-Government services to provide specialist support for sustaining tenancies.
- Liaise with SHS, housing providers and support agencies to guide clients to housing pathways.
Skills
Job description
NSW Department of Communities and Justice – Tweed Heads South NSW
Client Service Officer - Housing & Homelessness
Northern District | Homes NSW
- Location: Tweed Heads NSW
- 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
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.
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.
You will:
- 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
You will:
- 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.
You will:
- 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:
- 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:
- 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.
Company description:
Department of Communities and Justice
Job description:
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.
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.
You will:
- 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
You will:
- 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.
You will:
- 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:
- 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:
- 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.
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 company pool car available).
- 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
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
