Senior Client Service Officer - Private Rental Specialist

at  NSW Department of Communities and Justice

ABOUT US

Housing Services is an agency of The Department of Communities and Justice directly supports approximately 800,000 people every year and reaches a further million people through local community-based programs.
Housing Services is one of the largest providers of social housing in the world, providing a range of housing solutions to meet the needs of today’s community.
In partnership with the community, industry and individuals, we provide safe, decent and affordable housing opportunities for those most in need so that they can live with dignity, find support if needed and achieve sustainable futures.

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).

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

• Ability to work independently and manage your own work. Including 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 empathetic approach to clients.
• A strong commitment to customer service.

The Senior Client Service Officer plays a crucial role in providing expert advice and developing strategic partnership to support clients with complex housing and support needs. Based in the Southern NSW district, you’ll work across a range of programs, policies, and systems to achieve improved client outcomes.

WHAT WE’RE LOOKING FOR

We’re seeking for individuals that are committed to driving positive change, help clients with complex needs to thrive in a stable and supportive environment. You will also demonstrate:

• A high-level of communication and interpersonal skills to liaise effectively with various stakeholders and build long lasting relationships.
• Strong organisational and time management skills to manage competing client needs and case load.
• Ability to provide mentorship and training to develop team members.
• Competency in case management and a keen attention to detail.

For further information please
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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.

YOUR ROLE

The role can be based in either Queanbeyan or Goulburn. You will be working across a range of programs, policies and systems to maximise efficiency and service delivery outcomes across the district.
Working collaboratively with Team Leaders, Housing Managers, internal and external service providers, you will participate in the development and implementation of innovative strategies to delivery improved client outcomes and contribute to continual improvement in achieving key performance indicators for the Southern NSW District.
As a Senior Client Service Officer Private Rental Specialist you will assist clients with complex support and housing needs, providing specialised advice and making referrals to appropriate support services. You may work with people escaping family or domestic violence who are homeless or at risk of homelessness in collaboration with a Specialist Homelessness Service so clients can secure private rental accommodation and do not have to return to the violent situation through the Start Safely Program.
A Senior Client Service Officer is also responsible for providing on the job training, mentoring and guidance to Client Service staff to ensure all client’s needs are understood and appropriate services are delivered.

WHAT YOU’LL DO

• Collaborate with internal and external stakeholders to develop innovative strategies that address housing access barriers and improve client outcomes.
• Take ownership of case management planning and work closely with specialist and agencies to ensure it aligns with client needs.
• Maintain accurate and secure client record to ensure information is relevant and accurate.
• Support clients including those escaping family or domestic violence, providing assistance to secure sustainable and affordable housing solutions.
• Mentor and guide client service officers to enhance their ability to deliver exceptional service, driving to achieve sustainable housing outcomes to clients.

THANK YOU FOR YOUR INTEREST IN THIS ROLE. WE LOOK FORWARD TO RECEIVING YOUR APPLICATION.

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