Customer Service Centre Consultant

Defence Housing Australia; Adelaide; On-site; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Superannuation 15.4%

Leave entitlements

Flexible working options

Employee Assistance Program

Job summary

Defence Housing Australia (DHA) is seeking a Customer Service Centre Consultant to support Defence members, landlords and other customers with housing services, including benefits, tenancy coordination and lease advice. The role provides 24/7 support across Adelaide, with a focus on delivering clear advice, practical assistance and timely solutions in a busy omni-channel environment.

This is a non-ongoing engagement for up to 12 months, with potential extension; applicants must be Australian

Qualifications

• Experience in customer service and enquiry handling.
• Ability to coordinate tenancy services and provide clear advice.
• Ability to work with internal and external stakeholders to deliver timely solutions.

Responsibilities

• Administer Defence member entitlements and co-ordinate tenancy services.
• Manage enquiries and provide clear, practical support.
• Collaborate with stakeholders to resolve issues and improve service.

Skills

Customer service

Communication

Problem solving

Job description

DHA was established in 1988 following passage of the Defence Housing Australia Act 1987 (DHA Act) to provide adequate and suitable housing for, and housing related services to, members of the Australian Defence Force (ADF) and their families. We remain committed to our purpose of providing housing, and housing related services, to ADF members and their families to support Defence’s operational needs.

DHA manages an expanding portfolio of housing solutions and provides housing for over 17,200 ADF members and their families and administers rent allowance for more than 16,000 ADF members and their families in private rental accommodation. DHA provides housing related services advising on eligibility, providing posting support, and managing bookings and allocation services for all DHA provisioned housing and on-base accommodation to approximately 60,000 ADF members.

To find out more about DHA, please refer to our website or read our latest Annual Report.

About your team

The Customer Experience Branch delivers high-quality housing and accommodation services to Defence members, their families and property investors.

Our Customer Service Centre (CSC) provides responsive, professional support across Adelaide, Newcastle and Townsville. Working in an omni-channel environment, the team assists customers with housing allocations and allowances, tenancy and landlord services, and Living-in Accommodation bookings.

Customer feedback and insights are at the heart of what we do, helping DHA continually improve the services and experiences we provide.

About the role

DHA’s Customer Service Centre supports Defence members, landlords and other customers with a range of housing services, from establishing benefits and coordinating property care to providing lease advice. Our team is there when Defence members need us, providing support 24 hours a day, 7 days a week.

As a Customer Service Centre Consultant, you’ll play an important role in delivering a positive customer experience. You’ll administer Defence member entitlements, coordinate tenancy services, manage enquiries and work with a range of internal and external stakeholders to provide clear advice, practical support and timely solutions.

This is a Non-ongoing Engagement for a period of up to 12 months with possibility of extension or ongoing employment.

Benefits for working at DHA include:

• 15.4% superannuation
• Generous leave entitlements, including 18 days personal leave and 20 days annual leave per year
• Work-life balance and flexible working options
• A positive workplace culture where you can bring your whole self to work
• Opportunities to broaden your industry knowledge and experience
• Career progression and opportunities
• A dedicated Employee Assistance Program for you and your family to access in times of need
• ADF partner employment conditions when posting to a new location

For information on DHA’s Employee Value Proposition, visit our website.

For further information on the position, please refer to the Candidate Information Pack through the online careers site.

Applications close: 11:55pm AEST 19 November 2026.

Order of Merit

A merit pool will be established from this process which will be valid for 18 months from the date of advertising. This merit pool may be used throughout this period to fill similar positions in the event positions become vacant.

Inclusion and Diversity

DHA is committed to building an inclusive and diverse workforce. We welcome applications from across our community including, Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, ex-defence members, mature-aged employees and carers.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability

Employment with DHA is conditional on successful applicants demonstrating that they are an Australian citizen and can obtain and maintain a security clearance at the required level.