DO YOU HAVE A PASSION FOR CUSTOMER SERVICE AND WOULD LIKE TO USE YOUR DELIVERY AND MANAGEMENT EXPERIENCE TO HELP MAKE A DIFFERENCE IN OUR SOCIAL HOUSING AND MAINTENANCE OPERATIONS?

The vision of Homes NSW is to empower all people to live fulfilling lives and achieve their potential in inclusive communities with a focus on breaking, rather than managing, disadvantage.
The Housing Response Centre (HRC) is a 24/7 operation of approx. 550 staff. The centre delivers NSW clients access to responsive maintenance services and social housing services, including Link2home crisis accommodation, Social Housing applications and Rentstart Bond Loan.
The role offers a generous salary package and internal career progression.

THE WELCOME EXPERIENCE

Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more: www.nsw.gov.au/welcomeexperience
The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW’ page.

YOUR ROLE

The Workforce Planning Officer’s role is to support the development and implementation of HRC staff rosters and rostering patterns for both phone and non-phone work in accordance with relevant award conditions and organisational agreements to ensure effective service delivery.
The role works with the Manager and the Workforce Planning team to analyse, develop and implement staff rosters and schedules. This including leave schedules, rostered days off and any other leave/staff absences.

WHAT YOU’LL DO

• Working with the Manager, analyse, develop and implement efficient current and future staff schedules, rosters, leave schedules, rostered days off and any other leave/staff absences to meet changing business requirements without major impact to service KPIs
• Ensure data collated is accurate and incorporates all leave, staff and process requirements in order to develop rosters/schedules that meet both operational and customer needs with minimal impact to services provided.
• Provide staffing and shift advice and recommendations to senior managers, including identifying best practice and service improvements to ensure continuous improvement in meeting service KPIs
• Regularly conduct staff roster/scheduling compatibility comparison with service level requirements to ensure consistency in meeting service KPIs
• Provide day to day support for rostering technology across the Centre to ensure consistent information across all staffing systems
• Analyse collated data and statistics to forecast staff requirements and report on recommendations to enable accurate forecast and advice around future campaigns and chronological exceptions
• Perform ongoing monitoring and analysis of staff distribution across the 24 hour 7 days per week Contact Centre to ensure accurate and up to date rosters and reporting documents are available
• Develop communication tools and activities to ensure all staff are aware of quality initiatives and outcomes

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

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