Tenant Support Officer

Downer Group; Melbourne; Sur place; AUD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Training and development

Employee Assistance Program

Perks@Downer

Résumé du poste

Downer Group in Melbourne is seeking a dedicated Tenant Support Officer to enhance renter experiences by guiding maintenance processes and supporting timely issue escalation.

You will contribute to clear guidance, respectful engagement and improved outcomes for Homes Victoria and the communities we serve, with a focus on collaboration and safety.

Qualifications

• Qualification or background in community services, housing, property services or related discipline, or equivalent practical experience.
• Current driver’s licence (mandatory).
• Experience in tenant engagement, customer advocacy, community support or resident-focused service roles.
• Strong interpersonal communication skills to explain processes clearly, calmly and empathetically.
• Sound written skills to accurately document interactions, issues and supporting information.
• Working knowledge of responsive maintenance processes and key stakeholders (e.g. HCC, LHOs, service delivery teams).

Responsabilités

• Provide clear, accurate and timely information to Renters regarding maintenance processes, responsibilities and available support.
• Act as a subject matter resource for operational teams by sharing insights on tenant-related trends and opportunities to improve experience.
• Identify emerging tenant issues, gather relevant information and support escalation to appropriate internal teams or Homes Victoria when required.
• Support initiatives that build tenant capability and promote responsible property care and appropriate service usage.
• Apply Zero Harm principles when engaging with Renters and operational teams.

Connaissances

Tenant engagement

Customer advocacy

Community support

Resident-focused service

Interpersonal communication

Written communication

Responsive maintenance knowledge

Driver's license

Formation

Community services housing background

Description du poste

At Downer we plan, create and sustain. Downer is the leading provider of integrated services in Australia and New Zealand. Through trusted relationships and world leading insight we work closely with our customers to design, build and sustain assets, infrastructure, and facilities.

Make the difference that matters

Downer is proud to partner with Homes Victoria to deliver property maintenance services that support safe, well-maintained social housing and stronger communities across Victoria. Together, we help ensure critical and infrastructure services are at their best when communities need them most.

We have an opportunity for a Tenant Support Officer to join our Homes Victoria team. In this role, you will enhance the renter experience by providing guidance on maintenance processes and supporting early issue escalation. Your work will contribute directly to clear guidance, respectful engagement and improved renter outcomes for Homes Victoria and the communities we serve.

What You'll Do

This role offers a broad scope, with key responsibilities including:

• Provide clear, accurate and timely information to Renters regarding maintenance processes, responsibilities and available support.


• Act as a subject matter resource for operational teams by sharing insights on tenant-related trends and opportunities to improve experience.


• Identify emerging tenant issues, gather relevant information and support escalation to appropriate internal teams or Homes Victoria when required.


• Support initiatives that build tenant capability and promote responsible property care and appropriate service usage.


• Apply Zero Harm principles when engaging with Renters and operational teams.

What You'll Bring

• Qualification or background in community services, housing, property services or a related discipline, or equivalent practical experience.


• Current driver's licence (mandatory).


• Experience in tenant engagement, customer advocacy, community support or resident-focused service roles.


• Strong interpersonal communication skills to explain processes clearly, calmly and empathetically.


• Sound written skills to accurately document interactions, issues and supporting information.


• Working knowledge of responsive maintenance processes and key stakeholders (e.g. HCC, LHOs, service delivery teams).

More than anything, you will bring sound judgement, a collaborative approach and a commitment to delivering clear guidance, respectful engagement and improved renter outcomes for our customer and the communities we serve.

Why Downer?

At Downer, the work you do matters. We deliver and support essential services and infrastructure that people and communities rely on every day. When you join us, you will be supported to grow, contribute to something meaningful and shape a future that works for you.

Support you can count on

Safety comes first. You will be part of a team that looks out for each other, with practical support and benefits to help you thrive at work and outside it.

• Training and development to build your capability and support your career.


• Employee Assistance Program providing professional support for you and your family when you need it most.


• Perks@Downer, including healthcare discounts and savings across a range of everyday purchases.


• A strong focus on safety, wellbeing, inclusion and working together as one team.

Be part of something big

Across government, health, education, defence, social housing and essential facilities, our people help deliver services that matter to millions. Your skills and experience will help keep essential services running and communities thriving.

Shape your future

Whether you want to deepen your expertise, move into leadership or take on a new challenge, you will have access to opportunities across teams, projects and locations to shape a career that works for you.

If you need support or adjustments during the recruitment process, let us know so we can help you put your best foot forward.