• Permanent, Part-Time (.6FTE / 3 days per week)

At Hume Community Housing, we are committed to providing exceptional services and support to our community. We believe in the power of collaboration and communication to resolve issues and continuously improve our processes. Join our team and make a real difference!

About the Role

As a Complaints Coordinator, you will be responsible for providing advice and support across the Hume Group. Your primary focus will be to manage and resolve complaints efficiently, ensuring all stakeholders are informed and involved throughout the process. You will also handle and coordinate Hume Group’s response to all requests for information in compliance with relevant laws and regulations. 

Your key responsibilities in this role will include:

• Coordinate and manage the entire complaints process, from initial receipt through to resolution.
• Ensure all complaints are logged, acknowledged, and addressed within specified timeframes.
• Collaborate with relevant departments to investigate and resolve complaints effectively.
• Provide regular updates to complainants and ensure they are informed throughout the process.
• Identify patterns or trends in complaints and recommend corrective actions or improvements.
• Handle and respond to all requests for information (RFIs) in compliance with relevant laws and regulations.
• Maintain accurate records of all RFIs, ensuring timely and appropriate responses.
• Liaise with various departments to gather necessary information for requests.
• Maintain comprehensive records of all complaints and requests, including outcomes and any follow-up actions.
• Facilitate training or awareness sessions for staff on complaint handling and RFI processes.

Required Qualifications and Experience

• Police Check and Working with Children Check
• NDIS Workers Screening Check 
• 3-5 years relevant experience in a similar role

Desirable Qualifications and Experience

• Bachelor's Degree in a Relevant Field (Business Administration, Law, Public Relations, Communications, or a related field
• Certification in complaint management or customer service
• Training in data protections and privacy laws

Ready to Make an Impact? Apply Today!

Please click "Apply Now" and submit your resume and cover letter detailing your relevant experience and why you are an excellent fit for this role. 

Want to know more about Hume and why you should work with us?

Our purpose is to create opportunities for people to prosper.  

 As a leading community housing provider Hume houses 1 in every 1000 NSW residents. We own and/or manage over 4,500 affordable rental homes, throughout metropolitan Sydney and regional NSW. 

We build new properties, manage tenancies for owners and provide services and support to meet our diverse customers and community’s needs. 

From essential workers to young people, families, people with disability, senior citizens, people experiencing homelessness and women fleeing family violence, we create opportunities for all our customers to prosper. 

We work in collaboration with our customers and communities, listen to what they need so we can ensure our services are right and they have the best experience.  It’s important that our customers stay at the heart of what we do, and why we do it. 

You spend a lot of your waking hours at work, so we want to give you a workplace where you can really be your values-aligned self and feel appreciated. We want you to have the best work life balance you can, in your role. 

At Hume, we know how to have fun, celebrate successes and are committed to providing a thriving organisational experience to our employees, where you too can prosper.  

Your contribution is rewarded and celebrated with great opportunities to build a career in an exciting, growing sector. We also offer.

• Salary packaging
• Career development opportunities 
• Access to EAP Counselling Service

If you’re passionate about social justice and consider access to safe sustainable and affordable housing a basic human right, there has never been a more exciting time to join our award-winning organisation.

 We are Champions of change | Creators of connectivity | Builders of resilience and Determined to succeed  

Hume Community Housing acknowledges Aboriginal and Torres Strait Islander people as the Traditional Custodians of this land including Dharawal, Cabrogal, Wonnarua, Worimi and Awabakal peoples and the Dharug Nation whose lands Hume operates within. We pay our deep respect to the Elders past and present and emerging and acknowledge their continuing connection and contribution to the lands and waters.    

Hume Community Housing is committed to a workplace where our team members prosper, and diversity and inclusion are a valued part of our vibrant and connected working community. We encourage and welcome applications from people of all gender people with a disability, Aboriginal and Torres Strait Islanders, LGBTQIA, older people and people from culturally and linguistically diverse backgrounds.

As a community housing provider, Hume regularly engages with and provides face to face services to customers in the community, and these roles require full COVID-19 vaccination status.