INTRODUCTION:

Make a difference where it matters most
At Housing Choices Australia, we believe everyone deserves a safe and affordable home. We are a leading not-for-profit housing provider committed to building inclusive and thriving communities. Our Five-Year Strategic Plan (2024–29) prioritises people and aims to deliver social impact, sustainable growth, and empowered teams.
Join us in building a better future, one home at a time.
Why you will love working with us
Join a passionate, purpose-driven team where your work creates lasting impact, and your wellbeing, growth, and individuality are genuinely valued.
Purposeful impact – make a meaningful difference in people’s lives by supporting inclusive, safe, and affordable housing.
Growth and development – enhance your skills and advance your career through tailored learning opportunities.
Balance that works – enjoy 5 weeks annual leave and flexible working arrangements suited to your lifestyle.
Valuable benefits – increase your income through salary packaging, salary continuance insurance, and 16 weeks of paid parental leave.
Supportive culture – be recognised and celebrated in an inclusive, values-driven workplace.

DESCRIPTION:

Customer Service Officer
Location: Adelaide
Employment type: Permanent Full Time
Salary: $ 78,211 plus 12% superannuation and salary packaging
About the role
You will be the first point of contact for our residents and communities—providing high-quality support across phone, email, live chat and in person.
You’ll play a vital frontline role in helping residents feel heard, valued and supported, while also helping the wider organisation deliver excellent services.
This role is ideal for someone who thrives on variety, enjoys helping people, and brings great energy to every interaction.
Deliver first-response customer service aligned to Housing Choices’ National Housing Service Standards
Manage a high volume of enquiries across phone, email, reception, live chat, and social media
Resolve a wide range of queries on housing applications, maintenance, rent, complaints and more
Provide first-contact resolution wherever possible, with empathy and professionalism
Triage complex issues to appropriate teams and follow up on outcomes
Assist with complaints handling, documentation, and acknowledgments
Ensure accurate records in CRM systems and meet KPI targets for responsiveness and quality
About the team
The Customer Services division is central to delivering responsive, resident-focused services that foster safe, inclusive, and supportive housing communities. We design and implement housing services that prioritise resident wellbeing, accessibility, and satisfaction, utilising customer insights to inform continuous improvement. It ensures residents receive personalised support aligned with their diverse needs, enhancing quality of life and community connection.

SKILLS AND EXPERIENCES:

About you

Please refer the Job description for details