Team Leader - Housing Response Centre

Homes NSW; Liverpool City Council; On-site; AUD 90,000 - 130,000; Full time

Job summary

Homes NSW is seeking a capable leader to head a team dedicated to assisting clients with housing enquiries, social housing applications, tenancy support, and access to housing-related services. You will coordinate maintenance requests and ensure timely, quality service delivery for Homes NSW tenants.

The role emphasizes leading high-volume operations, coaching staff, and delivering positive client outcomes in a fast-paced environment.

Qualifications

• Demonstrated experience leading and developing teams in a high-volume, fast-paced operational environment.
• A strong commitment to customer service and achieving positive outcomes for clients.
• Experience managing performance, coaching staff and driving service excellence.

Responsibilities

• Lead a team responsible for assisting clients with housing enquiries, social housing applications, tenancy support, private rental assistance products and access to housing-related services.
• Support staff to assess customer needs, provide accurate advice and coordinate effective service outcomes for customers.
• Lead a team responsible for coordinating maintenance requests for Homes NSW tenants.
• Support staff to manage maintenance enquiries, create and monitor work orders, coordinate repairs and ensure maintenance outcomes are delivered efficiently and in line with customer expectations.

Skills

Team leadership

Customer service mindset

Performance coaching

Job description

The role offers a generous salary package and internal career progression.

Key responsibilities

• Lead a team responsible for assisting clients with housing enquiries, social housing applications, tenancy support, private rental assistance products and access to housing-related services.
• You will support staff to assess customer needs, provide accurate advice and coordinate effective service outcomes for customers.
• Lead a team responsible for coordinating maintenance requests for Homes NSW tenants.
• You will support staff to manage maintenance enquiries, create and monitor work orders, coordinate repairs and ensure maintenance outcomes are delivered efficiently and in line with customer expectations.

What you need

• Demonstrated experience leading and developing teams in a high-volume, fast-paced operational environment.
• A strong commitment to customer service and achieving positive outcomes for clients.
• Experience managing performance, coaching staff and driving service excellence.