Director, Tenant Experience | Full-time Permanent

Australian Capital Territory; Canberra; On-site; AUD 140,000 - 210,000; Full time

Job summary

Housing ACT is seeking an experienced Director to lead high‑performing teams delivering services that support some of the ACT's most vulnerable individuals and families. As Director, Tenant Experience, you will provide leadership over operational teams, oversee tenancy and housing assistance issues, and ensure policy and legislation are applied effectively.

You will collaborate with community organisations and government agencies to support tenants with diverse needs and foster workforce

Qualifications

• Experience leading housing/community services teams.
• Strong stakeholder engagement and collaboration.
• Ability to navigate complex tenancy issues and policy requirements.

Responsibilities

• Lead high-performing teams delivering housing services.
• Provide expert advice on tenancy and housing assistance issues.
• Ensure compliance with legislation, policy and operational requirements.

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.

Note: Under the ACTPS employment framework you may be placed in another role where required for the efficient administration of the service.

The ACT public service is committed to closing the gap, underpinned by the belief that when Aboriginal and Torres Strait Islander people have a genuine say in the design and delivery of policies, programs and services that affect them, better life outcomes are achieved. More information can be found here ACT Closing the Gap Implementation Plan - ACT Government Transparency Portal .