Senior Housing Services Advisor – Client & Tenancy

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

Benefits offered by this job

Flexible work environment

Training and development opportunities

Health & Wellbeing programs

Employee Assistance Programs

Job summary

NSW Department of Communities and Justice – Parkes NSW is seeking a Senior Client Service Officer to deliver housing services and tenancy support in a frontline role. You will provide housing options guidance, assess eligibility, and coordinate with advocates while upholding relevant legislation and policies.

You will coach and support team members, manage complex client needs, and collaborate with internal and external stakeholders to improve outcomes and ensure compliant processes.

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 with diverse stakeholders.
• Strong organisational and time management skills.
• Ability to provide mentorship and training to develop team members.
• Competency in case management and attention to detail.
• Ability to work well within a team with a positive can-do attitude.
• Strong client service skills with an empathetic and trauma-informed approach.
• Confident use of technology and record keeping skills.
• Current and valid NSW Drivers Licence.

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 officers and 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.
• 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

Mentorship

Case management

Attention to detail

Trauma-informed approach

Driver's license

Team player

Job description

NSW Department of Communities and Justice – Parkes NSW is seeking a Senior Client Service Officer to deliver housing services and tenancy support in a frontline role. You will provide housing options guidance, assess eligibility, and coordinate with advocates while upholding relevant legislation and policies.

You will coach and support team members, manage complex client needs, and collaborate with internal and external stakeholders to improve outcomes and ensure compliant processes.