Client Services Officer

Aboriginal Housing Victoria; Shire of Yarra Ranges; On-site; AUD 39,000 - 47,000; Full time

Job summary

Aboriginal Housing Victoria (AHV) is the leading Aboriginal housing organisation in Victoria, managing over 1,800 properties. This Client Services Officer role sits in the Housing Solutions Division, based in Fitzroy North, and focuses on tenancy enquiries, administration, and client service improvements.

Casual and full-time 12-month contracts are available. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply.

Responsibilities

• Be the first point of contact for tenant enquiries, delivering a professional, courteous service with accurate information.
• Respond to and action tenant enquiries in line with AHV policies, referring when needed.
• Use AHV systems to record information and access up-to-date data.
• Collaborate with housing officers and property compliance staff on projects.
• Identify opportunities to improve client service systems and processes.
• Provide administrative support including written correspondence to tenants about maintenance outcomes.
• Comply with AHV policies and procedures at all times.
• Prioritise work and manage time for efficient productivity.
• Exercise duty of care for health and safety of staff, volunteers and clients.
• Perform other duties within scope of the position.

Job description

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

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

Aboriginal Housing Victoria (AHV) is an Aboriginal[1] 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.

We are seeking applications from highly motivated, reliable people who are keen to work in an Aboriginal organisation that is taking the next step towards self-determination and self-management by ensuring that the organisation is able to maintain a sustainable and financially viable housing portfolio across Victoria for Aboriginal people.

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.

[1] Throughout this document the term “Aboriginal” is used to refer to both Aboriginal and Torres Strait Islander people.