Customer support hub officer

MA MISSION AUSTRALIA; Kingswood; On-site; AUD 74,000 - 91,000; Full time

Benefits offered by this job

Not-for-profit salary packaging

Salary packaging details via AccessPay

Free external counselling

Chaplaincy support

Volunteering opportunities

Annual leave purchase option

Extra leave including Thank You Day &取

Job summary

Mission Australia Housing in Kingswood, NSW is seeking a Customer Support Officer to be the first point of contact for tenants, clients and community members. You will handle enquiries, provide accurate information, coordinate administrative tasks and help deliver a positive customer experience across our housing services.

If you enjoy helping people, thrive in a customer‑focused environment, and value professional, compassionate service, this is a meaningful role delivering real difference in

Qualifications

• Experience in customer service/contact centre environments.
• Strong communication skills and ability to handle sensitive conversations.
• Strong administration and data entry skills.
• Proficiency in Microsoft Office.
• Knowledge of the social housing sector and compassionate approach.
• National police history check and working with children/vulnerable people clearance.

Responsibilities

• Serve as the first point of contact for tenants, clients and stakeholders via phone, email, and online enquiries.
• Resolve a broad range of customer enquiries with accurate information and positive outcomes.
• Coordinate and process maintenance requests and service inquiries.
• Maintain up-to-date client records across CRM, asset, and document systems.
• Manage shared inboxes and administrative processes to support Customer Hub.
• Build relationships with tenants, contractors, and community organisations.
• Support vulnerable customers with a trauma-informed approach and connect to services.
• Monitor enquiries through to completion and contribute to service improvements and KPIs.

Skills

Customer service

Communication

Administration

Microsoft Office

Social housing knowledge

Trauma-informed approach

Empathy

Tools

CRM systems

Job description

Permanent Full-Time Position | 35 hours per week Location: Kingswood, NSW 2747 Salary: $82,400 + Super + NFP Salary Packaging Benefits

Make a meaningful difference to the lives of Australians in need

Life at Mission Australia

When you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive.

United by our Christian purpose and values, we advocate for a fairer Australia, to meet the growing needs of people across the country.

Together we are building hope and possibility for all.

Find out more about us and our purpose.

Your opportunity

Join Mission Australia Housing as a Customer Support Officer and be the first point of contact for tenants, clients and community members.

In this fast-paced and rewarding role, you will handle enquiries, provide accurate information and support, coordinate administrative tasks, and help deliver a positive customer experience across our housing services.

If you enjoy helping people, thrive in a customer-focused environment, and take pride in providing professional and compassionate service, this is an opportunity to make a genuine difference in the lives of our customers and communities.

Your key responsibilities will be to:

• Serve as the first point of contact for tenants, clients, and stakeholders, responding to phone, email, and online enquiries in a professional, empathetic, and timely manner.
• Resolve a broad range of customer enquiries; providing accurate information, managing expectations, and ensuring positive outcomes wherever possible.
• Coordinate and process maintenance requests, service enquiries, and support referrals, ensuring all actions are recorded and managed in line with policies and service standards.
• Maintain accurate and up-to-date client records across customer relationship management, asset management, and document management systems.
• Manage shared inboxes, work queues, and administrative processes to support the efficient operation of the Customer Hub.
• Build strong working relationships with tenants, colleagues, contractors, community organisations, government agencies, and other key stakeholders.
• Support vulnerable customers using a trauma-informed approach, handling sensitive situations with discretion while identifying opportunities to connect tenants with additional support services.
• Monitor enquiries through to completion, escalating complex issues when required and contributing to service improvements, customer satisfaction, and achievement of key performance targets.

Requirements for success

• Experience in customer service/contact Centre environments - managing high-volume enquiries across phone, email, and digital channels.
• Strong communication skills, manage sensitive conversations, and deliver exceptional customer service.
• Strong administration and data entry skills.
• Proficiency in Microsoft Office.
• Knowledge of the social housing sector and the challenges facing vulnerable and low-income Australians, with a compassionate and solutions-focused approach.
• Before starting work with us, you will need to undertake a national police history check, qualifications, and referee checks, and have a clearance to work with children/vulnerable people.

Your benefits

• Rewarding work – every day you know you’re making a real difference
• Not-for-profit salary packaging, reducing your tax (details via AccessPay)
• Free external, confidential counselling and access to chaplaincy support
• Volunteering opportunities
• Opportunity to purchase additional annual leave
• Extra leave including: Mission Australia Thank You Day & Work Anniversary Day off

Our culture

Our innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career.

We prioritise the safety and wellbeing of everyone, both within our team and the individuals we serve.

We are committed to creating a diverse and inclusive working environment.

We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.

So, whoever you are, if you’re skilled and actively support our purpose and values, you would be welcome at Mission Australia.

If you live with disability and require support to submit your application, please email [e-mail] or visit our Careers page for additional contact details.

We strongly encourage applications from people who identify as Aboriginal or Torres Strait Islander.

For culturally safe support or assistance with your application, please contact us at [e-mail]

Find out more about a career with Mission Australia.

Thank you Mission Australia is a national Christian charity motivated by a shared vision of an Australia where everyone has a safe home and can thrive.

Since 1859, we’ve been standing alongside people in need across Australia, offering real hope that has lasting impact.

Backed by our supporters, churches, partners, and funders, we work together for the long‑term wellbeing of anyone who needs us, reflecting our values of respect, compassion, integrity, perseverance and celebration.

We collaborate with people experiencing homelessness or disadvantage to tackle the root causes of their challenges through providing access to safe, affordable homes and innovative, evidence-based support services.

Every day we deliver homelessness crisis and prevention services, provide social and affordable housing, assist struggling families and children, address mental health issues, fight substance dependencies, support people with disability and much more.

Mission Australia believes a person’s circumstances shouldn’t define their future and that given the right support, everyone can reach their full potential.

That’s why we stand together with Australians in need, until they can stand for themselves.

Learn more about Mission Australia and our purpose.