Tenant Experience Specialist

Downer Group; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Training & development

Employee Assistance Program

Perks@Downer discounts

Safety, wellbeing & inclusion

Job summary

Downer Group is partnering with Homes Victoria to deliver property maintenance services that support safe, well-maintained social housing and stronger communities across Victoria. The Renter Maven will guide renters through maintenance processes, support early issue escalation and contribute to clear guidance and respectful engagement to improve renter outcomes.

You will be a subject-matter resource for operational teams, sharing insights on tenant trends and opportunities to improve the renter

Qualifications

• Background in community services, housing, property services or related discipline.
• Current driver's licence (mandatory).
• Experience in tenant engagement or customer advocacy or resident-focused service roles.
• Strong interpersonal communication and ability to document interactions clearly.

Responsibilities

• Provide clear, accurate information to Renters about maintenance processes and support.
• Share insights on tenant-related trends to improve renter experience.
• Identify emerging tenant issues and escalate when required to Homes Victoria teams.
• Support tenant capability initiatives and promote responsible property care.
• Apply Zero Harm principles in engagements with Renters and teams.

Skills

Tenant engagement

Communication

Customer advocacy

Written communication

Job description

Downer Group is partnering with Homes Victoria to deliver property maintenance services that support safe, well-maintained social housing and stronger communities across Victoria. The Renter Maven will guide renters through maintenance processes, support early issue escalation and contribute to clear guidance and respectful engagement to improve renter outcomes.

You will be a subject-matter resource for operational teams, sharing insights on tenant trends and opportunities to improve the renter