About Link Wentworth and what we do

As one of Australia's largest community housing providers, we manage approximately 6,400 homes, housing over 10,000 residents, and we are supported by a dedicated team of 220+ staff members.

Our mission transcends just housing; we engage the full spectrum of housing needs, from homelessness services to social, disability, and affordable housing, and we are proud to offer support services that empower individuals to sustain their tenancies, strengthen their lives, and fully participate in their communities.

Our commitment to building strong relationships extends beyond our team. We foster deep connections with our residents and strategic partners who join us in our mission to deliver exceptional services.

Our culture

Our culture is the lifeblood of Link Wentworth. It's person-centred, authentic, engaging, collaborative, and purpose-driven. At its core, our culture is fuelled by our profound desire to support the community and make a meaningful difference in the lives of our residents and clients.

We believe in providing a supportive and rewarding working environment that enriches the lives of our staff. We invest in the professional development of our employees, offering opportunities to acquire, practice, and adopt new knowledge, enhancing individual and organisational capabilities.

About the opportunity

• 12-18 month contract opportunity
• Full time role (38 hours/week)
• Reports directly to the executive level (Chief Customer Officer)
• Based in Penrith, West Ryde or Chatswood office with some WFH options

In this position, you will play a pivotal role in driving customer service transformation within our organisation.

Your mission will be to revolutionise our procedures, setting industry-leading standards for customer service excellence while remaining fully compliant with regulations such as the Residential Tenancy Act and Housing Act NSW.

We are looking for someone with visionary big-picture thinking, a strong passion for customer service excellence and continuous improvement, and someone who also has the curiosity and analytical mind to dive into the details.

While you will be responsible for identifying opportunities and innovative solutions, you will also harness your skills in change management to drive and action the implementation of them across the organisation.

Key Responsibilities

• Develop and Implement Improvement Strategies: Collaborate with cross-functional teams to identify areas for service improvement and efficiency enhancement. Lead the analysis of business processes to identify opportunities for improvement and deliver innovative solutions.
• Comprehensive Research and Data Analysis: Dive deep into systems, processes, and how our services are being delivered to customers. Utilise data-driven insights to assess service performance, identify trends, and generate actionable recommendations.
• Process Optimisation: Analyse existing workflows, policies, and procedures to identify bottlenecks and inefficiencies. Develop and implement streamlined processes that enhance service delivery while ensuring regulatory compliance.
• Process Mapping and Redesign: Implement process mapping and redesign initiatives to enhance service delivery and resource allocation. Ensure all changes align with regulatory requirements and customer-centric principles.
• Stakeholder Engagement: Collaborate with internal teams, external partners, and stakeholders to gather feedback and insights on service quality. Develop strong relationships with tenants and community members to better understand their needs and concerns.
• Change Management: Lead change initiatives by communicating improvements, engaging staff, and managing resistance to change. Provide training and support to ensure the successful implementation of new processes.
• Continuous Learning and Innovation: Drive a culture of innovation by exploring new approaches, technologies, and solutions to enhance service delivery.

What we are looking for

To be successful in this role, you will have:

• Significant career experience in the community housing sector, or similar sector with sound understanding of community housing services, processes, and customers
• Proven experience in service improvement, process optimisation, or project management, with demonstrable experience in the use of lean six sigma methodology or similar highly regarded
• A strong passion for driving excellent customer service delivery and continuous improvement
• The courage and curiosity to think creatively about the big picture, and generate innovative ideas to improve service delivery
• Willingness to dive into the detail and ‘get hands dirty’ to take your ideas to fruition and successfully implement change
• Strong analytical skills with the ability to interpret data and generate actionable insights
• Excellent communication and interpersonal skills for effective stakeholder engagement
• Strong leadership qualities and the ability to motivate cross-functional teams
• Change management expertise, with the ability to drive organisational transformation and manage resistance to change

You will also need:

• A commitment to Link Wentworth’s values of Customer Focus, Respect, Integrity, Compassion & Ambition
• A valid National Police Check (less than six (6) months old) to the satisfaction of Link Wentworth
• At least two (2) COVID-19 vaccinations, meaning, having received the primary course of an Australian Government approved COVID-19 vaccination

How to Apply

To request more information including a full position description for the role, please contact [email protected], using the subject line: Service Delivery & Improvement Lead enquiry via EthicalJobs, or phone Mitchell Green, Recruitment Specialist on (02) 9159 7569.

To apply, simply click ‘Apply Now’ and follow the prompts.

A position description is attached.