Senior Client Service Officer | Northern District

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

Job summary

NSW Department of Communities and Justice in Tweed Heads is seeking Senior Client Service Officers to support Housing Services in the Northern District across Specialist and Generalist streams. Roles focus on private rental pathways, tenancy support, and access hubs, with senior guidance to deliver high‑quality, client‑centred housing services.

You’ll coordinate referrals, assess eligibility, and support complex cases while mentoring officers and maintaining accurate records.

Qualifications

• Experience working in housing, human services or related field.
• Strong communication, relationship-building and stakeholder engagement skills.
• Sound judgement and ability to manage priorities.
• Demonstrated administrative skills with high accuracy.
• Resilience and commitment to positive client outcomes.
• Current driver's licence.
• Experience in assessments, reviews, reporting or compliance is highly regarded.

Responsibilities

• Provide specialist advice and senior practice support to clients with complex housing and support needs.
• Coordinate referrals, warm handovers and collaborative support arrangements with local services, government agencies and community organisations.
• Assess eligibility, process applications, manage reviews and monitor private rental assistance products, subsidies and tenancy sustainment options.
• Work with Client Service Officers, Team Leaders and Housing Managers to resolve complex matters and support consistent service delivery.
• Maintain accurate records, complete required reporting and compliance activities, and contribute to continuous improvement across specialist service delivery.

Skills

Communication skills

Relationship building

Stakeholder engagement

Sound judgement

Problem solving

Administrative skills

Driver's licence

Job description

Senior Client Service Officer | Northern District

NSW Department of Communities and Justice – Tweed Heads NSW

Senior Client Service Officers
Housing Services
Northern District

Location: Tuggerah, Newcastle, Lismore, Tweed Heads
Salary: Clerk Grade 5/6 | $102,936 to $113,597, plus superannuation and annual leave loading
Employment type: ongoing and temporary opportunities available including the creation of a talent pool

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

Your Role

Homes NSW is seeking passionate, client-focused professionals to join our Housing Services team. We are recruiting for Senior Client Service Officer opportunities across two streams:

• Senior Client Service Officer (Specialist) — Private Rental Pathways team, Specialist Hub
• Senior Client Service Officer (Generalist) — Tenancy, Local Access, Letting, and the Tenancy and Access Hub

The Specialist SCSO position is aligned to the Private Rental Pathways team and Specialist Hub has a strong focus on supporting clients to access and sustain tenancies through the social housing service system and private rental pathways.

This includes managing private rental products, subsidies, reviews, assessments and related processes, providing specialist advice and support to clients with complex housing needs, and coordinating appropriate supports with local services.

The Generalist SCSO position supports service delivery across Tenancy, Local Access, Letting, and the Tenancy and Access Hub. 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.

The role helps clients access and maintain housing while contributing to positive tenancy, housing and customer service outcomes.

What you’ll do

Senior Client Service Officer (Specialist) — Private Rental Pathways Team

As a Specialist, you will work with clients experiencing complex housing and support needs and play a key role in coordinating services and driving sustainable outcomes.

You will:

• Provide specialist advice and senior practice support to clients with complex housing and support needs.
• Coordinate referrals, warm handovers and collaborative support arrangements with local services, government agencies and community organisations.
• Assess eligibility, process applications, manage reviews and monitor private rental assistance products, subsidies and tenancy sustainment options.
• Work with Client Service Officers, Team Leaders and Housing Managers to resolve complex matters, strengthen decision-making and support consistent service delivery.
• Maintain accurate records, complete required reporting and compliance activities, and contribute to continuous improvement across specialist service delivery.

Senior Client Service Officer (Generalist) — Tenancy, Local Access, Letting, and Tenancy and Access Hub

As a Senior Client Service Officer, you will support clients to access and maintain housing services while delivering high-quality customer outcomes.

You will:

• Provide senior support to help clients access housing assistance, sustain tenancies and navigate available services.
• Respond to complex tenancy, housing assistance, allocation, letting and client enquiries, applying sound judgement, policy knowledge and a strong customer service focus.
• Work collaboratively with Client Service Officers, Team Leaders, Housing Managers and internal and external stakeholders to resolve issues, support consistent decision-making and deliver positive outcomes for clients and communities.
• Support and coach Client Service Officers by sharing knowledge, modelling good practice and building capability in service delivery, policy application and client engagement.
• Provide expert advice to Client Service Officers and the leadership team on complex matters to support consistent, timely and high-quality service responses.
• Exercise delegated decision-making within policy and legislative requirements, ensuring decisions are well-informed, documented and focused on achieving fair and appropriate client outcomes.

Across both roles, you will:

• Deliver high-quality, client-centred housing services.
• Assess client needs and identify appropriate solutions and supports.
• Mentor and support Client Service Officers to strengthen service delivery outcomes.
• Build effective relationships with clients, stakeholders and service providers.
• Exercise sound judgement, empathy and problem-solving skills when responding to complex situations.
• Manage competing priorities and high-volume workloads while maintaining accuracy and attention to detail.
• Maintain accurate records and documentation across multiple systems.
• Contribute to a positive team culture and continuous service improvement.

What we’re looking for

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

You will bring:

• Experience working in housing, human services, community services or a related field.
• Strong communication, relationship-building and stakeholder engagement skills.
• Sound judgement and the ability to navigate complex situations and competing priorities.
• Strong problem-solving and client service skills.
• Demonstrated administrative skills, with a high level of accuracy and attention to detai
• Experience managing assessments, reviews, reporting or compliance-based processes would be highly regarded.
• Resilience, adaptability and a commitment to achieving positive client outcomes.
• A current driver's 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, please apply. You do not need to meet every desired requirement for us to want to talk to you.

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?

Applications close 27 September 2026 at 11:59pm AEST.

For more information about the role or what it's like to work for DCJ, please reach out to Kynwen Leek via ***********@homes.nsw.gov.au or 0437 752 ***

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 call Robert Chiplen 0419 448 *** or via **************@dcj.nsw.gov.au

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.

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