Client Service Officer | Southern & Western District | Homes NSW

Client Service Officer

Wagga Wagga  & Albury | HOMES NSW

Southern & western District

• Location: 1x Albury and 2xWagga Wagga
• Employment – Ongoing
• Clerk Grade 2/4, Base Salary range $74,803pa - $86,593pa plus superannuation & annual leave loading and other fringe benefits
• opportunities for learning, development, and internal career progression 

Your role

Client Service Officers are the public face of our business, providing critical services and quality advice to clients including those with complex support needs.

As a Client Service Officer, you will have a strong client focus and a commitment to culturally sensitive customer service. You will be passionate about making a difference and delivering innovative solutions for people in social housing, people experiencing homelessness or at risk of becoming homeless.

You will be flexible, willing to work at times that support engagement with people experiencing homelessness and be committed to delivering better outcomes for clients.

What you’ll do

You will be working directly with a range of support services and clients in their home, as well as in the community, delivering a range of housing assistance options that are tailored to meet the needs of our clients.

Tenancy Team:

• Visiting Tenants in their homes on a regular scheduled basis.
  • Working with tenants to resolve arrears and / or property care concerns.
  • Providing support and advice to resolve instances of anti-social behaviours within tenancies and surrounding neighbourhoods.
  • Working with clients at the counter or over the phone.
  • Processing and assessment of applications and enquiries using relevant legislation, policies and procedures.
  • Working collaboratively in a team environment to achieve the team’s key performance indicators (KPI’s).
  • ‘Ability to link in with and collaborate with a range of Government and non-Government services to provide specialist support to individuals and families to assist in sustaining tenancies identifying and addressing barriers to successful engagement with HOMES NSW’
  • Using a range of technologies including IPAD, online phone system and online forms.

• Access & Demand Team:
  • Work directly with clients and their advocates to provide advice and assistance on housing options, processing and assessment of applications and enquiries based on assessment of eligibility and client need and in keeping with relevant legislation, policies, and procedures.
  • Rostered shifts working with clients at the counter or over the phone.
  • Working collaboratively in a team environment to achieve the team’s key performance indicators (KPI’s).
  • Using a range of technologies including IPAD, online phone system and online forms.
  • Supporting outreach services in local communities and homelessness initiatives.

This is a highly valued role within our agency. There will be something new to accomplish every day working with a range of social housing tenants and applicants and their advocates in a solution focused environment.

What we’re looking for

• Essential Requirements
  Possession of a minimum Provisional 2 NSW Driver’s Licence and a willingness to travel to and work with clients in their home (a corporate vehicle will be provided for travel between office and clients home).
• You are an Australian citizen or permanent resident or have respective right to work Visa in Australia

In addition to meeting the essential requirements, the successful candidate will have the following:

• Ability to work independently and manage your own work. Including working both independently and within a team environment.
• Ability to establish and maintain relationships with internal and external stakeholders
• A commitment to a culture of teamwork, excellence and continuous improvement.
• Client service skills with an empathic approach to clients.
• A strong commitment to customer service.

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.

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.

What We Offer

We offer a variety of benefits, including:

• 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.

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

Are you ready to join us?

1.           Attach a resume (maximum 2 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role as specified in the role description.

2.          When applying for the role you will be required to answer the pre-screening question below – we are looking for you to demonstrate your competency against the focus capabilities of the role attached in the role description below

Download the role description.

Question 1

When working with clients you may experience challenges. Please provide an example of when you have worked with a complex client, what did you do and what was the outcome?

Applications close 11:59pm ADET Monday December 2, 2024  

Got a question?

For more information about the role or what it’s like to work for HOMES NSW, please contact the hiring manager:

Albury – Kelly Shields Ph: 0436 695 235 or email:  kelly.shields@facs.nsw.gov.au

Wagga Wagga – Kim Byron Ph: 0436 616 564 or email: Kim.Bryon@homes.nsw.gov.au

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 reach out to Robbie Chiplen Via: Robert.Chiplen@dcj.nsw.gov.au   

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/