Team Leader | Housing Response Centre

NSW Department of Communities and Justice; Sydney; On-site; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Health & Wellbeing programs

Employee Assistance Programs

Flexible work environment

Job summary

Homes NSW seeks experienced Team Leaders to guide Housing Response Centre teams in delivering high‑quality housing and maintenance services across NSW. You will lead Client Service Officers, coaching them to achieve service standards and foster a positive team culture while collaborating with staff and stakeholder agencies to ensure responsive outcomes.

The role requires leading and developing teams in fast‑paced operations, with a focus on customer service excellence, escalation handling, and

Qualifications

• Demonstrated experience leading and developing teams in high‑volume environments.
• Strong commitment to customer service and positive client outcomes.
• Experience coaching staff and driving service excellence.
• Excellent communication and stakeholder engagement skills.
• Ability to manage competing priorities and support teams through change.
• Experience handling escalated client matters and complex enquiries.

Responsibilities

• Provide real‑time leadership, coaching, and support to staff.
• Manage team performance and contribute to service targets.
• Support staff with complex enquiries and escalated matters.
• Monitor workflow and staffing levels to ensure service outcomes.
• Collaborate with internal stakeholders and partners to achieve results.
• Contribute to incident management and operational response when needed.

Skills

Team leadership

Customer service

Coaching

Stakeholder engagement

Problem solving

Change management

Performance management

Job description

Location: Liverpool

Employment type: Talent Pool creation for future ongoing and temporary positions valid for up to 18 months | Shift Work 24/7 Roster

Salary: Clerk Grade 7/8, Salary Range $116,981 - $129,492 per annum plus employer’s contribution to superannuation and annual leave loading

The vision of Homes NSW is to empower all people to live fulfilling lives and achieve their potential in inclusive communities with a focus on breaking, rather than managing, disadvantage.

Team Leader

Housing Response Centre

Do you have a passion for customer service and would like to use your delivery and management experience to help make a difference in our social housing and maintenance operations? The vision of Homes NSW is to empower all people to live fulfilling lives and achieve their potential in inclusive communities with a focus on breaking, rather than managing, disadvantage.

Your role

Homes NSW is seeking experienced, customer-focused and people-centred leaders to join our Housing Response Centre. We are recruiting Team Leaders to support two distinct but complementary service streams within our Housing Services and Maintenance teams.

Both functions play a critical role in supporting vulnerable people across NSW by delivering housing and maintenance services that improve lives and strengthen communities.

As a Team Leader, you will provide leadership, coaching and operational support to a team of Client Service Officers, ensuring high-quality customer outcomes, achievement of service standards and a positive team culture.

You will work closely with staff, managers and stakeholders to deliver responsive services, manage escalated matters and drive operational performance in a fast‑paced environment.

Housing Services Team Leader

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.

Maintenance Team Leader

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.

Across Both Teams, You Will

• Provide real‑time leadership, coaching, support and feedback to staff.
• Manage team performance and contribute to the achievement of operational and customer service targets.
• Support staff in handling complex enquiries, complaints and escalated customer matters.
• Monitor workflow, staffing levels and service delivery outcomes to ensure customer needs are met.
• Develop staff capability through ongoing coaching, mentoring and performance conversations.
• Analyse performance data and contribute to continuous improvement initiatives.
• Work collaboratively with internal stakeholders, service providers and partner agencies to achieve service outcomes.
• Contribute to major incident management and operational responses as required.

What We’re Looking For

• 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.
• Strong communication, stakeholder engagement and problem‑solving skills.
• The ability to manage competing priorities and support teams through change and challenging situations.
• Experience managing escalated client matters and complex enquiries.
• Availability to work across a 24/7 roster.

Desirable

• Contact centre leadership experience.
• Experience within social housing, maintenance, property services, construction or a related service delivery environment.
• Experience using workforce management and telephony systems such as Genesys.

What We Offer

• 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.

Applications close Thursday, 24 September 2026 at 11:59pm AEST.

Got a question?

For more information about the role or what it’s like to work for DCJ, please contact the hiring Jake Bonnici on 0477 301 553 or via: [e-mail]

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 Syvonne Pereira on 0498 091 786 or via [e-mail]

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.

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.

Thank you for your interest in this role. We look forward to receiving your application.

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The Welcome Experience

Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more: www.nsw.gov.au/welcomeexperience

The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW’ page.