Senior Client Service Officer

Department: Service Assurance; Parramatta; On-site; AUD 103,000 - 114,000; Full time

Benefits offered by this job

Flexible work environment

Competitive pay and conditions

Training and development opportunities

Health & wellbeing programs

Job summary

Homes NSW is seeking a Senior Client Service Officer to support clients with housing and support needs within the Service Delivery and Assurance Hub. You will provide specialist advice, service coordination, and build strong partnerships to improve client outcomes.

You will collaborate with internal teams, community organisations and service providers to retain tenancies, remove barriers to support, and deliver meaningful outcomes for vulnerable clients and communities.

Qualifications

• Experience coordinating stakeholder services to achieve positive outcomes.
• Strong stakeholder engagement across government, community and service provider networks.
• Ability to analyse complex issues and identify practical solutions in a client-focused environment.

Responsibilities

• Manage a portfolio of Headleases.
• Coordinate headleasing matters with internal teams and external parties.
• Progress breaches of tenancy and represent Homes NSW at tribunals.
• Attend property visits and inspections.
• Coordinate property maintenance with landlords/agents.
• Manage financial transactions with landlords/agents.
• Ensure accurate data and records.

Skills

Stakeholder engagement

Client service

Policy and tenancy knowledge

Tools

Headlease management

Job description

$102,936 - $113,579 a year

Full time, Permanent

1d ago , from Department of Communities and Justice NSW

Senior Client Service OfficerService Delivery and Assurance HubHOMES NSW

Salary: Clerk Grade 5/6 | $102,936 - $113,579 plus superannuation & annual leave loadingEmployment: 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

• 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.

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.

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.

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.

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.