Tenant Services Officer – Housing Solutions (Casual/FT)

NIT; Melbourne; On-site; AUD 55,000 - 70,000; Full time

Job summary

Aboriginal Housing Victoria (AHV) seeks a Client Services Officer to join the Housing Solutions Division in Fitzroy North. You will be the initial contact for tenant enquiries, delivering professional, accurate information and guiding the caller to appropriate staff or measures.

Reporting to the Maintenance Administration Coordinator, the CSO handles tenancy-related inquiries, records data in AHV systems, and collaborates with housing officers to support maintenance outcomes and service

Qualifications

• Excellent communication and phone handling skills.
• Ability to use AHV systems to record tenant information.
• Collaborative work with housing officers and staff.

Responsibilities

• Be the first point of contact for all tenant telephone enquiries providing a professional, courteous and responsive service, including obtaining and providing accurate information.
• Responding to and actioning telephone and email tenant enquiries consistent with AHV policies and procedures resolving these where possible within delegation or referral to others.
• Use AHV systems to accurately record tenant and other information.
• Work in collaboration with other AHV staff, particularly housing officers and property compliance officers and assist other team members in projects and activities.
• Identify opportunities for improvement in client service systems and processes.
• Provide a high level of administrative assistance including written correspondence to tenants to seek information and advice around maintenance outcomes.
• Comply with AHV’s policies and procedures at all times.
• Prioritise work and manage working time to ensure efficient productivity.
• Exercise a duty of care to work safely and protect health and safety of others.
• Perform other duties as directed within scope of position.

Skills

Customer service

Telephone support

Administrative support

Job description

Aboriginal Housing Victoria (AHV) seeks a Client Services Officer to join the Housing Solutions Division in Fitzroy North. You will be the initial contact for tenant enquiries, delivering professional, accurate information and guiding the caller to appropriate staff or measures.

Reporting to the Maintenance Administration Coordinator, the CSO handles tenancy-related inquiries, records data in AHV systems, and collaborates with housing officers to support maintenance outcomes and service