Senior Client Service Officer - Northern District

Homes NSW; Newcastle City Council; On-site; AUD 65,000 - 90,000; Full time

Job summary

Homes NSW is seeking a Senior Client Service Officer to provide senior operational support across core housing services, working with the leadership team to strengthen practice and drive service excellence. In this role you will mentor and support Client Service Officers to strengthen service delivery outcomes, resolve complex enquiries and ensure consistent decision-making across teams.

You will offer specialist advice to clients with complex housing needs, exercise sound judgement and empathy,

Qualifications

• Experience supporting vulnerable clients to access housing services.
• Ability to mentor Client Service Officers and strengthen service delivery.
• Strong judgement, empathy and problem-solving in complex housing situations.

Responsibilities

• Support clients to access and maintain housing services while delivering high-quality customer outcomes.
• Mentor and support Client Service Officers to strengthen service delivery outcomes.
• Exercise sound judgement, empathy and problem-solving when responding to complex situations.
• Provide specialist advice and senior practice support to clients with complex housing needs.

Skills

Mentoring

Customer service

Problem solving

Job description

This role provides senior operational support across core housing services, working alongside Client Service Officers and the leadership team to strengthen practice, resolve complex enquiries, support consistent decision-making, and drive service excellence.

Key responsibilities

• As a Senior Client Service Officer, you will support clients to access and maintain housing services while delivering high-quality customer outcomes.
• Across both roles, you will: Mentor and support Client Service Officers to strengthen service delivery outcomes.
• Across both roles, you will: Exercise sound judgement, empathy and problem-solving skills when responding to complex situations.
• Provide specialist advice and senior practice support to clients with complex housing and support needs.

What you need

• We're looking for people who are passionate about making a difference in the lives of vulnerable clients and communities.