About the organisation

The Women’s Housing Company (WHC) is a specialist provider of housing and homelessness services to women with and without children, and a Tier 1 Community Housing Provider. With almost 40 years of history, experience, and commitment, the WHC has grown and expanded its services to provide crisis, transitional, social and affordable housing across Sydney, the Hunter and Coffs Harbour.

Our vision is: “Empowering women to improve their lives through the provision of housing that is affordable” driven by our values of collaboration, integrity, courage, respect and focus.

Find out more about the work we do: womenshousingcompany.org.au.

What we offer

• Job satisfaction working as part of a team making a difference to people's lives in an organisation that cares about people
• Competitive remuneration and salary packaging potential, including meals and entertainment benefits
• Flexible working arrangements to support your work-life balance
• A great rewards program including a day off on your birthday, regular well-being sessions and team building events
• In addition to excellent learning and development opportunities, as a large purpose driven organisation we provide potential to grow your career across a range of teams and services
• Independent confidential counselling service
• Long service leave accessible after 5 years
• Ongoing commitment to your Professional Development
• Supportive, friendly and values driven team environment and culture
• Surry Hills office, located a short 5-minute walk from Central Station

About the role

We currently have a maternity leave cover fixed term position for 12 months at the WHC.

The Customer Service Officer is responsible for delivering exceptional customer service, under the supervision of the Team Leader, Housing Access, to current and prospective tenants of the WHC who may present via phone, email, or face to face, in accordance with relevant legislative and contractual requirements and within the guidelines of the WHC policies and procedures.

This position is full time (35 hours per week) with four days in the Surry Hills office and one day working from home.

Key responsibilities

• Provide consistent high-quality customer service in a contact centre environment by responding to and resolving customer enquiries and complaints with a first point resolution ethos.
• Provide access to housing options by accepting, assessing and processing applications, transfers and change of circumstances in the relevant IT system(s).
• Support the WHC to meet its financial and social goals by managing the allocation process and partnering with the business and support providers to minimise vacancy times.
• Support the WHC to provide safe and secure housing by processing responsive property repair requests.
• Support the smooth operation of the WHC by ensuring that relevant forms, tenant information and lease sign-up packs are always available and that incoming and outgoing mail is processed and distributed.
• Ensure that the WHC meets its compliance and legislative obligations through the timely and accurate recording of all customer information in the relevant IT system(s) and maintaining strict adherence to operational and workplace policies and procedures.
• Support Tenancy Managers in searching and acquiring leasehold properties.
• Support WHC operations with community and tenant engagement initiatives by providing administrative support and encouraging tenants to participate in the annual tenant survey, tenant events and the Tenancy Advisory Group (TAG).

Essential criteria

• Experience working in a telephone-based customer service environment
• Experience responding and resolving issues from a diverse and complex customer base
• Experience in community housing and knowledge of the policies, program and systems is highly desirable i.e. Housing Pathways, HOMES and TRIM, SDM
• Knowledge of the Residential Tenancies Act social housing policy and framework
• Intermediate skills in all Microsoft Office 2010 applications
• Mandatory National Criminal History Check

For a copy of the position description please contact Karen Booth at [email protected], using the subject line: Customer Services Officer enquiry via EthicalJobs.

For a confidential discussion please contact Emma Bonehill on on 0423 763 583.

*It is a requirement of this position that applicants who apply must have or must be willing to apply for a valid National Police Check, a Working with Children Check and be fully vaccinated against COVID-19.