Housing Support & Customer Experience Officer

Mission Australia; Kingswood; On-site; AUD 74,000 - 91,000; Full time

Benefits offered by this job

Not-for-profit salary packaging

Counselling services

Volunteer opportunities

Job summary

Mission Australia Housing in Kingswood, NSW is looking for a Customer Support Officer to be the first point of contact for tenants, clients and community members. You will handle enquiries with empathy and accuracy, delivering a positive customer experience across housing services.

You will coordinate maintenance requests, update client records, manage shared inboxes and work with stakeholders to connect customers with essential supports, using a trauma-informed approach.

Qualifications

• Experience in customer service/contact Centre environments.
• Strong administration and data entry skills.
• Proficiency in Microsoft Office.
• Knowledge of the social housing sector and the challenges facing vulnerable Australians.

Responsibilities

• Serve as the first point of contact for tenants, clients and stakeholders via phone, email and online channels.
• Resolve a broad range of enquiries, provide accurate information and manage expectations.
• Coordinate and process maintenance requests and service enquiries.
• Maintain accurate client records across CRM, asset and document systems.
• Manage shared inboxes, work queues and administrative processes.
• Build strong relationships with tenants, contractors, community organisations and government agencies.
• Support vulnerable customers using a trauma-informed approach.

Skills

Customer service

Phone & email support

Data entry

Microsoft Office

Strong communication

Tools

CRM systems

Job description

Mission Australia Housing in Kingswood, NSW is looking for a Customer Support Officer to be the first point of contact for tenants, clients and community members. You will handle enquiries with empathy and accuracy, delivering a positive customer experience across housing services.

You will coordinate maintenance requests, update client records, manage shared inboxes and work with stakeholders to connect customers with essential supports, using a trauma-informed approach.