Senior Client Service Officer

Homes NSW; Parkes; On-site; AUD 103,000 - 114,000; Full time

Benefits offered by this job

Health & Wellbeing programs

Employee Assistance Programs

Flexible, autonomous work environment

Job summary

Homes NSW in Parkes, NSW is seeking a Senior Client Service Officer to provide frontline housing services, advice on options, and support to clients with complex needs. You will work with advocates and stakeholders to improve outcomes and coach team members in client information systems.

The role focuses on tenancy and property management services, ensuring compliance and addressing arrears while maintaining high integrity in client records. A NSW Driver Licence is essential.

Qualifications

• Experience working with clients in complex service environments.
• Strong stakeholder engagement and relationship management skills.
• Ability to coach team members to improve capability.
• Experience managing competing priorities and delivering results.
• High level of communication and interpersonal skills.

Responsibilities

• Front line position advising on housing options based on eligibility and policies.
• Collaborate with stakeholders to improve client outcomes and remove barriers.
• Resolve complex tenancy issues and represent Housing NSW at NCAT.
• Coach team members in client information systems and case management.
• Manage client processes including transfers, arrears and subsidy reviews.
• Maintain accurate, confidential client records.

Skills

Client service

Stakeholder engagement

Mentorship

Case management

Job description

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

• 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.

Essential Requirement

• Current and valid NSW Drivers Licence

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

What We Offer

• 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.

Applications close 11:59pm AEST Sunday November 1, 2026

Got a question? 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: [e-mail] or 0472 866 070

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: [e-mail] or call 0419 448 753.

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.

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.