Customer Service Officer

Department of Housing and Works; Western Australia; Hybrid; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Flexible work options

Professional development

Generous leave entitlements

Modern workspaces

Activity-based work hubs

Health insurance discounts

Wellness programs

Diversity and inclusion initiatives

Job summary

Department of Housing and Works in Western Australia is seeking a Customer Service Officer to deliver high-quality service and support to diverse customers. You will be the first point of contact, assisting via multiple channels with accurate information and processes for applications, while maintaining detailed records and ensuring positive outcomes.

The role requires excellent communication, attention to detail, and the ability to manage competing priorities in a collaborative team.

Qualifications

• Experience delivering high-quality customer service across multiple channels.
• Strong communication and interpersonal skills with a customer-focused mindset.
• Ability to maintain confidentiality and handle sensitive information.

Responsibilities

• Deliver high-quality service and support to customers as the first point of contact.
• Assist customers through various channels with accurate information and advice.
• Process applications and requests, maintain detailed records, and contribute to positive outcomes.
• Maintain records and contribute to service improvements.
• Work collaboratively to manage priorities in a fast-paced environment.

Skills

Customer service

Communication

Interpersonal skills

Problem solving

Attention to detail

Tools

CRM systems

MS Office

Job description

Come join the team at the new Department of Housing and Works. The Department of Housing and Works delivers and maintains essential social housing and critical infrastructure across Western Australia—including schools, hospitals and police facilities. We manage tenancy services, support housing provision in remote Aboriginal communities, and oversee government employee accommodation. Through office accommodation solutions, State Fleet management, procurement, planning and asset policy, we empower other government agencies to deliver their best. We actively encourage applications from Aboriginal and Torres Strait Islander people, people with disability, youth, people of diverse sexualities and genders, and culturally and linguistically diverse people. We are committed to ensuring our hiring processes are inclusive. If you are an Aboriginal and Torres Strait Islander person, a young person or a person with a disability seeking support with your application, please reach out to Jobs and Skills WA by calling 13 64 64. If you are a person living with disability and require adjustments or accommodations during the recruitment process, please contact Carly Ullrich on 0457 191 922 or via email at [e-mail] . You can also reach us through the National Relay Service .

When you join us, you can enjoy a variety of benefits, including:

• flexible work options, including working from home up to 2 days per week
• professional development, training, and on-the-job learning to advance your career
• generous leave entitlements, which include 4 weeks annual leave, 3 public service holidays each year, accrued long service leave every 7 years and an option to purchase additional leave each year. Access to cultural leave for Aboriginal and Torres Strait Islander people
• modern workspaces, where you choose your workspace that assists you to do your best work
• access to activity-based work hubs in the CBD, Fremantle and Joondalup for ad hoc flexible work
• corporate discounts with selected health insurance providers and access to wellness programs
• Opportunity to contribute to diversity, inclusion, and cultural initiatives across the department, including networks and working groups that promote equity and belonging.

About The Role

A Customer Service Officer plays a key role in delivering high-quality service and support to customers, acting as the first point of contact and ensuring enquiries are managed professionally, efficiently and with empathy. Working as part of a collaborative team, you will assist customers through a variety of channels, provide accurate information and advice, process applications and requests, maintain detailed records, and contribute to positive customer outcomes. The successful applicant will demonstrate excellent communication and interpersonal skills, strong attention to detail, sound problem-solving abilities, and a commitment to providing exceptional customer service while managing competing priorities in a fast-paced environment. Experience working with diverse customer groups, maintaining confidentiality, and using computer-based systems will be highly regarded.

About You

We are seeking a customer-focused and motivated individual who demonstrates excellent communication and interpersonal skills, a positive and professional attitude, and a genuine commitment to delivering outstanding customer service. The successful candidate will be organised, adaptable and resilient, with the ability to build rapport with a diverse range of people, manage competing priorities, and work effectively both independently and as part of a team. If you have a willingness to learn, embrace change and contribute positively to a collaborative workplace culture, we encourage you to apply for this role. The position operates in Personal Leadership context. This means that you are required to demonstrate personal accountability for delivering excellence and support your team and agency in delivering strategic goals. You will be expected to build and nurture relationships and be willing to seek feedback and learn.

Further Job-Related Information

Please contact Carly Ullrich on 0457 191 922 or via email at [e-mail] for further information about the position (not to be contacted for Applicant Information Packs or assistance with lodging your application). To assist you in preparing your application, please refer to the Applicant Information Pack, Job Description Form, and Leadership Behaviours. Additionally, the WA Jobs and Workforce Hub provides information on working in Western Australia. This includes guidance on applying for government sector jobs, industry insights, application tips, relocation resources, training opportunities, and apprenticeships. If you are unable to view or download these documents, please contact us by calling [phone] (select option 1) or email [e-mail] , quoting the reference number Pool Ref VCID03492 for support. We are seeking to establish a recruitment pool to fill vacancies that may arise within the next twenty four (24) months . Suitable applicants will be placed in the pool which may be used to fill full-time, part-time, permanent or fixed-term vacancies with the possibility of further extension(s) and/or permanency. Please note that being placed in the pool does not guarantee your placement in a position.