Senior Housing Officer (Frontline Services)

The Deck; Maroochydore; On-site; AUD 70,000 - 110,000; Full time

Job summary

The Department of Housing and Public Works is seeking a Senior Housing Officer to manage complex social housing and housing assistance services. You will supervise Housing Officers delivering front counter, phone, correspondence, and outreach services to customers across the community.

The role involves rent reviews, assessing eligibility, approving high-need applications, and resolving complaints while maintaining safety and quality standards in property management and service delivery.

Qualifications

• Ability to actively understand customers and stakeholders and focus on outcomes.
• Balanced approach to conflicting demands with risk awareness.
• Ability to coach, mentor and support team members.
• Excellent written and verbal communication with stakeholders.
• Strong knowledge in delivering housing and social services.
• Professional, ethical and culturally sensitive behaviour.

Responsibilities

• Carry out annual rent reviews and assess eligibility for rent calculations.
• Approve high/very high need social housing applications and transfers.
• Develop relationships with stakeholders to improve outcomes and resolve complaints.
• Represent the department in appeals and tribunals.
• Supervise team activities, monitor performance and workload.
• Manage and assess properties and conduct condition inspections.
• Contribute to portfolio renewal plans and property developments.
• Travel to meet customers in their homes and work in the field.

Skills

Customer focus

Stakeholder management

Risk management

Coaching and mentoring

Clear communication

Service delivery expertise

Professional conduct

Job description

Job details

Employer: Department of Housing and Public Works

Job Type: Full-Time

Job Location: Maroochydore, Sunshine Coast QLD

Closing Date: 6 October 2026

Link: https://au.seek.com/job/94625581/apply

Job Description

Your role within Housing and Homelessness Services will support the department to deliver housing and homelessness services through Housing Service Centres. The work you will do helps someone every day, and that means the world to us. Frontline Services, Housing and Homelessness Services provides a range of services, products and referrals to offer housing solutions for diverse customer groups.

As a Senior Housing Officer you will manage complex social housing and housing assistance services and supervise Housing Officers delivering direct services to customers in person over the front counter, by telephone, correspondence, in the field and through outreach services in the community.

What you will be doing:

• Work collaboratively to carry out annual rent reviews, including engaging in tenancy conversations, assessing eligibility, processing household circumstance changes for rent calculations, and reviewing ongoing eligibility.
• Approve high and very high need social housing applications and transfers, and quality assuring application assessments.
• Develop effective professional relationships with stakeholders to improve customer outcomes and processes and manage formal internal and external complaints and facilitating resolutions.
• Represent the department in appeals and attending the Queensland Civil and Administrative Tribunal.
• Supervise team activities and exercising delegation as required, including monitoring performance, workload management, addressing operational issues and reporting.
• Manage and assess properties, conducting condition appraisal inspections and providing advice on maintenance requirements.
• Contribute to portfolio renewal plans and implementation of property developments.
• Ability to work in the field, which includes meeting with customers in their homes.
• Conditions are changeable and can be volatile, requiring varying degrees of vigilance and management of risk. Regional roles may involve intra-state travel overnight.
• Lead and ensure you establish and maintain a workplace safety culture by ensuring that all policies and practices concerning Workplace Health and Safety are applied and a part of day-to-day operations.

What we are looking for:

We are looking to find the person best suited for the role and will be considering your knowledge, skills, experience, potential for development and future contribution to the department as well as your personal qualities and how they contribute to our department's equity and diversity objectives which aim to build a workforce that reflects the Queensland community. It is recognised that everyone is a leader regardless of classification level. Refer to the Choose an item. stream of the Leadership competencies for Queensland framework to understand the expectations for this role.

The skills you will need include being able to:

• Actively work to understand customers and stakeholders, encouraging a strong customer-focus and building understanding of customer perspectives within the team.
• Demonstrate a balanced approach to managing conflicting demands and comfortably handle risk and uncertainty.
• Readily share your knowledge and experience, acting as a coach, mentor, role model and sounding board for others.
• Demonstrate clear and concise written and verbal communication, modelling open communication by actively and attentively listening to others.
• Demonstrate strong skills, knowledge and expertise in service delivery.
• Model professional, ethical and culturally sensitive behaviour and consistently apply those standards to yourself and others.

Mandatory Requirement

• Class C driver's licence

Applications to remain current for 12 months.