Customer Services Officer

Department of Housing and Works; Albany; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible work options

Professional development

Generous leave

Modern workspaces

Activity-based work hubs

Wellness programs

Diversity initiatives

Job summary

Department of Housing and Works is seeking a Customer Service Officer to assist Western Australians with secure and affordable housing options from a frontline office setting. You will handle face-to-face, phone, and written inquiries, assess eligibility, and guide clients through Public Housing, Community Housing, and bond assistance processes.

You’ll work with internal teams and community partners to respond to diverse housing needs, in a role that values inclusion, cultural sensitivity, and

Qualifications

• Demonstrated experience in delivering high-quality customer service.
• Ability to communicate clearly and empathetically with clients.
• Strong interpersonal skills and teamwork in a front-line setting.

Responsibilities

• Provide face-to-face, phone, and written client support in a front-line role.
• Assess eligibility and guide customers through housing options including Public Housing and Community Housing.
• Collaborate with internal teams and external partners to respond to housing needs across WA.

Skills

Customer service

Communication

Teamwork

Problem solving

Cultural awareness

Education

Year 12 or equivalent

Tools

Microsoft Office

CRM systems

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 Meg Slattery on [phone] 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

As a Customer Service Officer, you’ll be part of a collaborative team committed to helping Western Australians access secure and affordable housing. In this office-based frontline role, you’ll be the first point of contact—providing face-to-face, phone, and written support to clients seeking assistance. You’ll offer advice, assess eligibility, and guide individuals through housing options including Public Housing, Community Housing (rental housing managed by local Government or non-Government not-for-profit organisations), and bond assistance (interest-free loans to obtain accommodation in the private rental market). Working closely with internal teams and community partners, you’ll help respond to a wide range of housing needs across the state.

About You

• Takes pride in delivering outstanding service to customers every time.
• Looks for better ways of doing things and has a “can do” approach to solving problems.
• Works and gets on with people from all walks of life, including an awareness of cultural sensibilities, and shows respect for cultural differences/needs, in particular of Aboriginal people.
• Can be easily understood, often in challenging circumstances, when speaking or writing to others.
• Is flexible and ready, willing and able to take on a range of tasks and learn them quickly.
• Possesses an ability to work within a team.