Department: HS Southern & Western
Department/Agency: Department of Communities and Justice
Location:
Coniston, NSW, AU, 2500
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Req ID: 85402
Senior Client Service Officer, Generalist
Southern & Western District
Homes NSW | Illawarra
Location: Illawarra - Coniston & Shellharbour
Opportunity: Talent Pool creation – office based position, five days per week
Salary: Clerk Grade 5/6 - $102,936 to $113,579, plus superannuation and annual leave loading
Your role
Provides a broad range of applicant, tenancy and property management services and advice to clients, including those with complex support needs. Works with advocates and stakeholders across access and tenancy service streams and provides coaching and support to team members to optimise business and service outcomes.
What you’ll do
Front line position working directly with clients and advocates to provide advice on housing options based on eligibility, client need and relevant legislation, policies and procedures.
Work collaboratively with Client Service Officers, internal and external stakeholders to develop strategies that support improved client outcomes and remove barriers to access.
Resolve complex tenancy issues and neighbourhood disputes, manage tenancy breaches and represent Housing NSW at NSW Civil & Administrative Tribunal (NCAT).
Coach team members to build skills in assessing and managing clients, including those with complex needs, and in using client information systems efficiently.
Manage key client processes, including transfers and arrears and monitor performance against team and district targets to support business and asset outcomes.
Oversee client accounts and the application and review of rental subsidies to ensure compliance and timely processing.
Maintain accurate, confidential and high‑integrity client information.
Monitor workflows, identify priorities and support team development and training needs.
What we’re looking for
In addition to meeting the essential requirements, the successful candidate will have the following:
Demonstrated experience working with clients in complex service environments
Strong stakeholder engagement and relationship management skills
Ability to support and coach team members to improve capability
Experience managing competing priorities and delivering results
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.
Ability to work well within a team and demonstrate a positive can-do attitude.
Strong client service skills with an empathetic and trauma informed approach.
Confident use of technology and excellent record keeping skills.
Essential Requirements
Current NSW driver’s licence
Download the role description.
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To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now’ button.
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.
What We Offer
We offer a variety of benefits, including:
A challenging and rewarding career
Flexible, autonomous work environment
Competitive pay and conditions
Training and development opportunities to build and maintain capabilities
Health & Wellbeing and Employee Assistance Programs.
Want more information? Visit our website to see more information on Working for us.
We do work that really matters
Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.
Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!
Are you ready to join us?
Click apply, attach a cover letter (maximum 2 pages) outlining how you meet the requirements of the role as well as an up-to-date résumé (maximum 4 pages).
Applications close Sunday 13th September 2026 at 11:59pm AEST.
Got a question?
For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Natasha Griffin on 0460042804 or at
[email protected].
If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call El Boustani on (02) 9354 1626 or via email
[email protected]
Visit Recruitment adjustments on the DCJ website to learn more.
Inclusion and Diversity lies at the heart of how we recruit
We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.
To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.
Other Information
A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.
For more information visit Applying for DCJ jobs on the DCJ website.
Thank you for your interest in this role. We look forward to receiving your application.
To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/
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.
