The Department of Families, Fairness and Housing (DFFH) works hard to create equal opportunities for all Victorians to live a
safe, respected and valued life.
Our areas of focus are child protection, housing, disability, the prevention of family violence, multicultural affairs, LGBTIQA+
equality, veterans, women and youth. The work we do benefits thousands of Victorians, particularly those who are
disadvantaged and vulnerable.
We work in a variety of community-based settings, including people's homes, residential facilities and secure settings across
metropolitan, rural and regional Victoria.
We are committed to developing and supporting a workforce that is well equipped and highly motivated. All jobs can be
worked flexibly, and we encourage applications from Aboriginal and Torres Strait Islander people and people from diverse
backgrounds and abilities.
If you're having any trouble viewing this ad and would like it or any attachments in an accessible format (such as large
print), please don't hesitate to get in touch with the contact person listed
on the ad.
For more information on working with us and our recruitment process, please visit Department of Families, Fairness and
Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)
THE ROLE
The Project Enquiries Assistant supports the effective operation of Homes Victoria's single front door for enquiries relating to delivery and relocation projects. Working at the frontline, the role is responsible for receiving and triaging incoming contact across phone, email and correspondence channels, and ensuring matters are accurately logged and directed for action in line with established processes.
The Assistant plays a key role in providing timely, clear and professional responses to straightforward enquiries, while escalating more complex matters as required. The role works closely with the Project Enquiries Coordinator and project teams to ensure enquiries are tracked, information is accurate, and service standards are met.
Through day-to-day interaction with residents, stakeholders and community members, the Project Enquiries Assistant helps maintain a responsive and accessible service, contributing to a positive customer experience and supporting consistent application of enquiries and complaints processes across Homes Victoria projects.
The Project Enquiries Assistant provides frontline support for Homes Victoria's project enquiries and complaints service, ensuring incoming contact is received, recorded and responded to in a timely, professional and consistent manner. The role supports the delivery of a responsive single front door for residents, stakeholders and community members engaging with delivery and relocation projects.
ACCOUNTABILITIES INCLUDE
- Frontline enquiries management: Receive and triage enquiries and complaints across phone, email and correspondence channels, ensuring accurate logging and timely acknowledgement.
- Customer response support: Provide clear, professional responses to routine enquiries and escalate complex or sensitive matters in line with established processes.
- Record keeping: Keep accurate and complete records of your work activities in accordance with legislative requirements and the department's records, information security and privacy policies and requirements.
Please open the position description to read more.
HOW TO APPLY
Applicants are encouraged to apply online. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.
For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)
Please apply to submit your interest in this position.
