Senior Client Service Officer

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

Benefits offered by this job

Flexible, autonomous work environment

Career development opportunities

Health & wellbeing programs

Job summary

NSW Department of Communities and Justice – Parramatta NSW is seeking a Senior Client Service Officer to support Homes NSW in the Service Delivery and Assurance Hub. The role centres on managing headleases, coordinating services, and delivering outcomes for vulnerable clients within a collaborative team.

You will engage with internal teams and external partners, handle breaches, inspections, and data management while contributing to quality housing outcomes.

Qualifications

• Experience collaborating with coordinating stakeholder's services to achieve positive outcomes.
• Strong stakeholder engagement skills with the ability to build productive relationships across government, community, and service provider networks.
• Demonstrated ability to analyse complex issues, exercise sound judgement, and identify practical solutions in a client-focused environment.
• Ability to coach, support and share specialist knowledge while maintaining a strong commitment to professional integrity and client service excellence.
• Knowledge of Homes NSW policies and/or headlease program.

Responsibilities

• Managing a portfolio of Headleases.
• Working with internal teams and business units on Headleasing matters.
• Manage and progress breaches of tenancy agreements and represent Homes NSW at the NSW Civil and Administrative Tribunal.
• Attend property visits and conduct inspections.
• Coordinate property maintenance and repairs with landlords/agents.
• Manage financial transactions, including payments to landlords and/or agents.
• Ensure accurate, confidential and up-to-date data and record management.

Skills

Stakeholder engagement

Analytical thinking

Client service excellence

Team collaboration

Housing policy knowledge

Job description

NSW Department of Communities and Justice – Parramatta NSW

Senior Client Service Officer
Service Delivery and Assurance Hub
HOMES NSW

Location: Parramatta
Salary: Clerk Grade 5/6 | $102,936 - $113,579 plus superannuation & annual leave loading
Employment: One ( 1 ) Full-time ongoing & multiple temporary opportunities available, with potential pathways to ongoing employment.

Your role

Join Homes NSW's Service Delivery and Assurance Hub (SDAH) and play a vital role supporting clients with complex housing and support needs.

This is an opportunity to use your expertise to improve client outcomes through specialist advice, service coordination, and strong partnership engagement.

You will collaborate closely with internal teams, community organisations and service providers to help retain tenancies, remove barriers to support and deliver meaningful outcomes for some of the most vulnerable people in our communities.

What you'll do

As a Senior Client Service Officer within the Headleasing team, some of the activities you will be responsible for include:

• Managing a portfolio of Headleases
• Working with internal teams and business units on Headleasing matters
• Manage and progress breaches of tenancy agreements and represent Homes NSW at the NSW Civil and Administrative Tribunal
• Attend property visits and conduct inspections
• Coordinate property maintenance and repairs with landlords/agents
• Manage financial transactions, including payments to landlords and/or agents
• Ensure accurate, confidential and up-to-date data and record management

The role involves a mix of office-based work and out-of-office activity.

You will also work as part of a dedicated and supportive team committed to delivering quality housing services and improving outcomes for clients and communities.

You will be working in a collaborative office environment where teamwork, innovation and client-focused service delivery are highly valued.

What we're looking for

• Experience collaborating with coordinating stakeholder's services to achieve positive outcomes.
• Strong stakeholder engagement skills with the ability to build productive relationships across government, community, and service provider networks.
• Demonstrated ability to analyse complex issues, exercise sound judgement, and identify practical solutions in a client-focused environment.
• Ability to coach, support and share specialist knowledge while maintaining a strong commitment to professional integrity and client service excellence.
• Knowledge of Homes NSW policies and/or headlease program.
• Knowledge of Residential Tenancies legislation and tribunal processes is highly regarded
• An understanding of housing operation and policy. If you do not already have this experience, you will be expected to demonstrate how you would quickly build the knowledge required to operate confidently in this space.

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, we want you to apply.

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 are focused on breaking, rather than managing, disadvantage. It's work that really matters.

Are you ready to join us?

Applications close 11:59pm AEST. Wednesday November 4, 2026

For more information about the role or what it's like to work for DCJ, please contact the hiring manager Tony Zhu on (02) 9891 8*** or at ********@homes.nsw.gov.au

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.

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.

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