Realtime Performance Analyst | Housing Response Centre

Real Time Performance Analyst

Department of Communities and Justice

Housing Response Centre

• Talent Pool Only
• Location: Liverpool
• Clerk Grade 7/8, Salary ($110,266 - $ 122,058 pa), plus employer’s contribution to superannuation and annual leave loading

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.

The Housing Response Centre (HRC) is a 24/7 operation of approx. 550 staff. The centre delivers NSW clients access to responsive maintenance services and social housing services, including Link2home crisis accommodation, Social Housing applications and Rentstart Bond Loan.

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

The Role

The role provides real time operational monitoring and feedback of HRC service lines and staff, including allocation and distribution of resources and workload, ensuring adherence to organisational objectives and service levels.

The role collaborates with HRC Workforce planning team, operational management, and team leaders to identify risks to and gaps in achieving service level agreements including real time analyses and recommendations to address agent adherence trends.

The role will involve working across a rotating 7-day roster including a combination of day, afternoon, and weekend shifts.

What we’re looking for

• Ability to work a rotating 7-day roster.
• Demonstrated experience in workload allocation systems within a high volume multi-skilled Contact Centre environment.
• Genesys system knowledge preferred but not essential.
• Intermediate Excel skills

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

Download the Role description.

If you are viewing this ad in Seek and wish to apply via their portal, you will be required to either set up a profile or login via your existing Seek account.

To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now’ button.

What We Offer

• Location - Liverpool
• DCJ Clerk Grade 7/8
• Salary range $110,266to $122,058 p.a. plus employer's contribution to superannuation and annual leave loading.
• 4 weeks annual leave per year of service
• Generous salary packaging options and other fringe benefits
• Opportunities for learning and development and Internal career progression

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.

Apply now and join Australia’s top public sector employer where we will support you and provide an exciting working environment!

Applications close 11:59pm AEST Thursday June 12, 2025

Got a question?

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Emerald Raftopoulos Via: Emerald.raftopoulos@homes.nsw.gov.au or 0436 685 140

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, please reach out to Robbie Chiplen Via: Robbie.Chiplen@dcj.nsw.gov.au   or 0419 448 753

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.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

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 Your recruitment journey on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.
To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/

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.