Director, Tenant Experience

Health and Community Services Directorate; Canberra; On-site; AUD 150,000 - 210,000; Full time

Job summary

Housing ACT is seeking an experienced Director to lead high-performing teams delivering housing services that support ACT’s vulnerable individuals and families. The Director, Tenant Experience, will oversee operational teams, apply legislation and policy, and balance priorities in a dynamic environment.

You will collaborate with internal and external partners, including community organisations and government agencies, provide advice on tenancy and housing assistance, and lead workforce

Responsibilities

• Provide leadership and oversight of operational teams delivering housing services.
• Advise on tenancy and housing assistance issues with strong judgement.
• Lead workforce development, recruitment, onboarding, and staff wellbeing.
• Collaborate with community organisations and government agencies to support tenants.

Job description

Details: Are you a strategic and people-focused leader with a passion for delivering meaningful outcomes for the community? Housing ACT is seeking an experienced Director to lead high-performing teams responsible for delivering services that support some of the ACT's most vulnerable individuals and families.

Housing ACT plays a critical role in providing safe, affordable and appropriate housing for low-income and disadvantaged households, while also supporting the specialist homelessness sector to assist people experiencing or at risk of homelessness. Through this work, we help build resilience, reduce social isolation and create a stronger, more inclusive community.

As Director, Tenant Experience, you will provide leadership and oversight of operational teams, ensuring the consistent delivery of high-quality housing services. You will manage complex and sensitive matters, provide expert advice on tenancy and housing assistance issues, and ensure legislation, policy and operational requirements are applied effectively. The role requires sound judgement, strong decision-making skills and the ability to balance competing priorities in a dynamic environment.

You will work closely with internal and external stakeholders, including community organisations and government agencies, to support tenants with diverse and complex needs. The position also plays a key role in workforce leadership, including recruitment, onboarding, performance management, capability development and staff wellbeing.

Health and Community Services Directorate (HCSD) is an inclusive employer where all people are respected and valued for their contribution. We strongly encourage and welcome applications from Aboriginal and/or Torres Strait Islander people, People with Disability, people from culturally and linguistically diverse backgrounds, veterans, mature age workers and lesbian, gay, bisexual, transgender, intersex and queer (LGBTIQ) people.

• As this role is likely to work with Aboriginal and Torres Strait Islander families and young people, cultural awareness, the capacity to work with Aboriginal and Torres Strait Islander people is highly desirable.

Notes: A merit pool will be established from this selection process and will be used to fill vacancies over the next 12 months.