Client Services Officer

NIT; Melbourne; On-site; AUD 55,000 - 70,000; Full time

Job summary

Aboriginal Housing Victoria (AHV) seeks a Client Services Officer to join the Housing Solutions Division in Fitzroy North. You will be the initial contact for tenant enquiries, delivering professional, accurate information and guiding the caller to appropriate staff or measures.

Reporting to the Maintenance Administration Coordinator, the CSO handles tenancy-related inquiries, records data in AHV systems, and collaborates with housing officers to support maintenance outcomes and service

Qualifications

• Excellent communication and phone handling skills.
• Ability to use AHV systems to record tenant information.
• Collaborative work with housing officers and staff.

Responsibilities

• Be the first point of contact for all tenant telephone enquiries providing a professional, courteous and responsive service, including obtaining and providing accurate information.
• Responding to and actioning telephone and email tenant enquiries consistent with AHV policies and procedures resolving these where possible within delegation or referral to others.
• Use AHV systems to accurately record tenant and other information.
• Work in collaboration with other AHV staff, particularly housing officers and property compliance officers and assist other team members in projects and activities.
• Identify opportunities for improvement in client service systems and processes.
• Provide a high level of administrative assistance including written correspondence to tenants to seek information and advice around maintenance outcomes.
• Comply with AHV’s policies and procedures at all times.
• Prioritise work and manage working time to ensure efficient productivity.
• Exercise a duty of care to work safely and protect health and safety of others.
• Perform other duties as directed within scope of position.

Skills

Customer service

Telephone support

Administrative support

Job description

• Work Type/s: Casual and full time (12-month) contracts available

Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply.

About us

Aboriginal Housing Victoria (AHV) is an Aboriginal community organisation responsible for managing more than 1,800 rental properties for Aboriginal people living in Victoria.

Our vision is to ensure that Aboriginal Victorians secure appropriate, affordable housing as a pathway to better lives and stronger communities.

In addition to being the largest non-government Aboriginal housing organisation in Australia, AHV is the lead agency for Victoria’s Aboriginal housing and homelessness policy,Mana-na woorn-tyeen maar-takoort (Every Aboriginal Person has a Home). As the housing and homeless policy lead in the Victorian Aboriginal community, AHV has a responsibility to work in partnership with the government to secure the resources and reforms to implement the policy, while we support sector development to empower Victoria’s Aboriginal community to determine its chosen housing future.

AHV's housing services are targeted at those most in need of support. Through the provision of secure housing by an Aboriginal rental provider, AHV helps strengthen and maintain Aboriginal communities and cultural ties.

the role

Client Services is part of the Tenancy and Maintenance team and is part of the Housing Solutions Division.The Housing Solutions Division is responsible for the delivery of a range of services including client enquiries, managing waiting lists, allocations, rent payment, arrears, property management and maintenance works and life skills support.

Reporting to the Maintenance Administration Coordinator, the Client Services Officer works within the maintenance team focusing on tenancy issues. The role operates in a scheduled environment.

KEY RESPONSIBILITIES

• Be the first point of contact for all tenant telephone enquiries providing a professional, courteous and responsive service, including obtaining and providing accurate and relevant information to tenants, redirecting calls and forwarding messages promptly and accurately to relevant staff.
• Responding to and actioning telephone and email tenant enquiries consistent with AHV policies and procedures resolving these where possible within the level of CSO delegation or providing appropriate referral to other AHV staff.
• Use AHV systems to accurately record tenant and other information and search for up to date information.
• Work in collaboration with other AHV staff, particularly housing officers and property compliance officers and assist other team members in projects and activities.
• Identify opportunities for improvement in client service systems and processes.
• Provide a high level of administrative assistance including written correspondence to tenants to seek information and advice around maintenance outcomes.
• Comply with AHV’s policies and procedures at all times.
• Prioritise work and manage working time to ensure efficient productivity.
• Exercise a duty of care to work safely, taking reasonable care to protect your own health and safety and that of your fellow workers, volunteers and clients including following safe working procedures and instructions.
• Perform other duties as directed that fall within the scope of the position or the incumbent’s knowledge and skills base.

This position will be based in our Fitzroy North office.

Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply.

The National Indigenous Times acknowledges and pays respect to past and present Traditional Custodians and Elders of this nation. We recognise Aboriginal Community's continuing connection to their lands, waters and stories and acknowledge that sovereignty has never been ceded.