Housing & Maintenance Services Team Leader

NSW Department of Communities and Justice; Sydney; On-site; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Health & Wellbeing programs

Employee Assistance Programs

Flexible work environment

Job summary

Homes NSW seeks experienced Team Leaders to guide Housing Response Centre teams in delivering high‑quality housing and maintenance services across NSW. You will lead Client Service Officers, coaching them to achieve service standards and foster a positive team culture while collaborating with staff and stakeholder agencies to ensure responsive outcomes.

The role requires leading and developing teams in fast‑paced operations, with a focus on customer service excellence, escalation handling, and

Qualifications

• Demonstrated experience leading and developing teams in high‑volume environments.
• Strong commitment to customer service and positive client outcomes.
• Experience coaching staff and driving service excellence.
• Excellent communication and stakeholder engagement skills.
• Ability to manage competing priorities and support teams through change.
• Experience handling escalated client matters and complex enquiries.

Responsibilities

• Provide real‑time leadership, coaching, and support to staff.
• Manage team performance and contribute to service targets.
• Support staff with complex enquiries and escalated matters.
• Monitor workflow and staffing levels to ensure service outcomes.
• Collaborate with internal stakeholders and partners to achieve results.
• Contribute to incident management and operational response when needed.

Skills

Team leadership

Customer service

Coaching

Stakeholder engagement

Problem solving

Change management

Performance management

Job description

Homes NSW seeks experienced Team Leaders to guide Housing Response Centre teams in delivering high‑quality housing and maintenance services across NSW. You will lead Client Service Officers, coaching them to achieve service standards and foster a positive team culture while collaborating with staff and stakeholder agencies to ensure responsive outcomes.

The role requires leading and developing teams in fast‑paced operations, with a focus on customer service excellence, escalation handling, and