Senior Housing & Client Services Lead

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

Benefits offered by this job

Health & Wellbeing Programs

Employee Assistance Programs

Training and development opportunities

Job summary

NSW Department of Communities and Justice – Homes NSW Bathurst is seeking a Senior Client Service Officer, Generalist to provide a broad range of applicant, tenancy and property management services. You will collaborate with advocates and stakeholders, coaching team members to optimise outcomes.

The role focuses on complex client needs, tenancy strategies, and ensuring compliant processes while delivering high-quality client service in a busy district setting.

Qualifications

• 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.
• High-level communication and interpersonal skills to liaise effectively with various stakeholders.
• 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.

Responsibilities

• 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 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.

Skills

Client service

Stakeholder engagement

Coaching

Time management

Relationship management

Communication

Job description

NSW Department of Communities and Justice – Homes NSW Bathurst is seeking a Senior Client Service Officer, Generalist to provide a broad range of applicant, tenancy and property management services. You will collaborate with advocates and stakeholders, coaching team members to optimise outcomes.

The role focuses on complex client needs, tenancy strategies, and ensuring compliant processes while delivering high-quality client service in a busy district setting.