Senior Client Service Officer

NSW Department of Communities and Justice; Parkes; On-site; AUD 103,000 - 114,000; Full time

Benefits offered by this job

Flexible work environment

Training and development opportunities

Health & Wellbeing programs

Employee Assistance Programs

Job summary

NSW Department of Communities and Justice – Parkes NSW is seeking a Senior Client Service Officer to deliver housing services and tenancy support in a frontline role. You will provide housing options guidance, assess eligibility, and coordinate with advocates while upholding relevant legislation and policies.

You will coach and support team members, manage complex client needs, and collaborate with internal and external stakeholders to improve outcomes and ensure compliant processes.

Qualifications

• Demonstrated experience working with clients in complex service environments.
• Strong stakeholder engagement and relationship management skills.
• Ability to support and coach team members to improve capability.
• Experience managing competing priorities and delivering results.
• High-level communication and interpersonal skills with diverse stakeholders.
• Strong organisational and time management skills.
• Ability to provide mentorship and training to develop team members.
• Competency in case management and attention to detail.
• Ability to work well within a team with a positive can-do attitude.
• Strong client service skills with an empathetic and trauma-informed approach.
• Confident use of technology and record keeping skills.
• Current and valid NSW Drivers Licence.

Responsibilities

• Front line position working directly with clients and advocates to provide advice on housing options based on eligibility, client need and relevant legislation, policies and procedures.
• Work collaboratively with officers and stakeholders to develop strategies that support improved client outcomes and remove barriers to access.
• Resolve complex tenancy issues and neighbourhood disputes, manage tenancy breaches and represent Housing NSW at NCAT.
• Coach team members to build skills in assessing and managing clients, including those with complex needs, and in using client information systems efficiently.
• Manage key client processes, including transfers and arrears and monitor performance against team and district targets.
• Oversee client accounts and the application and review of rental subsidies to ensure compliance and timely processing.
• Maintain accurate, confidential and high integrity client information.
• Monitor workflows, identify priorities and support team development and training needs.

Skills

Client service

Stakeholder engagement

Coaching

Time management

Mentorship

Case management

Attention to detail

Trauma-informed approach

Driver's license

Team player

Job description

NSW Department of Communities and Justice – Parkes NSW

Senior Client Service Officer
Housing Services
HOMES NSW

Location: Parkes NSW
Employment: Full-time ongoing opportunity
Salary: Clerk Grade 5/6 - $102,936 - $113,579, plus superannuation & annual leave loading

Make a genuine difference in the lives of people who need it most!

Your role

Provides a broad range of applicant, tenancy and property management services and advice to clients, including those with complex support needs.

Works with advocates and stakeholders across access and tenancy service streams and provides coaching and support to team members to optimise business and service outcomes.

What you'll do

• Front line position working directly with clients and advocates to provide advice on housing options based on eligibility, client need and relevant legislation, policies and procedures.
• Work collaboratively with Client Service Officers, internal and external stakeholders to develop strategies that support improved client outcomes and remove barriers to access.
• Resolve complex tenancy issues and neighbourhood disputes, manage tenancy breaches and represent Housing NSW at NSW Civil & Administrative Tribunal (NCAT).
• Coach team members to build skills in assessing and managing clients, including those with complex needs, and in using client information systems efficiently.
• Manage key client processes, including transfers and arrears and monitor performance against team and district targets to support business and asset outcomes.
• Oversee client accounts and the application and review of rental subsidies to ensure compliance and timely processing.
• Maintain accurate, confidential and high integrity client information.
• Monitor workflows, identify priorities and support team development and training needs.

What we’re looking for

In addition to meeting the essential requirements, the successful candidate will have the following:

• Demonstrated experience working with clients in complex service environments
• Strong stakeholder engagement and relationship management skills
• Ability to support and coach team members to improve capability
• Experience managing competing priorities and delivering results
• A high-level of communication and interpersonal skills to liaise effectively with various stakeholders and build long lasting relationships.
• Strong organisational and time management skills to manage competing client needs and case load.
• Ability to provide mentorship and training to develop team members.
• Competency in case management and a keen attention to detail.
• Ability to work well within a team and demonstrate a positive can-do attitude.
• Strong client service skills with an empathetic and trauma informed approach.
• Confident use of technology and excellent record keeping skills.
• Current and valid NSW Drivers Licence

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, you do not need to meet every desired requirement for us to want to talk to you.

Download the role description.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career
• Flexible, autonomous work environment
• Competitive pay and conditions
• Training and development opportunities to build and maintain capabilities
• Health & Wellbeing and Employee Assistance Programs.

Want more information? Visit our website to see more information on Working for us.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It's work that really matters.

Are you ready to join us?

For more information about the role or what it's like to work for DCJ, please reach out to the Hiring Manager Cayley Doyle Via: ************@homes.nsw.gov.au or 0472 866 ***

If you've got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please reach out to Robert Chiplen via: **************@dcj.nsw.gov.au or call 0419 448 ***.

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Applying for DCJ jobs on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.

To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/

The Welcome Experience

Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more: www.nsw.gov.au/welcomeexperience

The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW' page.