Department: Housing Response Centre
Department/Agency: Department of Communities and Justice
Location:
Liverpool, NSW, AU, 2170
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Req ID: 85486
Housing Response Centre Operators - Housing Response Centre
Homes NSW
Location – Liverpool
Employment type –Talent Pool creation for future ongoing and temporary positions valid for up to 18 months.
Salary – Grade 2/4 $82,533.00 to $95,482.00 pa plus superannuation, leave loading and many other benefits!
Your role
Homes NSW is seeking customer-focused, empathetic and solutions-driven professionals to join our Housing Response Centre. We are recruiting for two distinct but complementary roles within our Housing Services and Maintenance teams. Both roles play a critical part in supporting vulnerable people across NSW by delivering housing, maintenance and support services that improve lives and strengthen communities.
What you’ll do
Contact Centre Operator (Housing Services)
Support clients seeking housing assistance and information by responding to enquiries, assessing needs, providing advice and coordinating access to housing products and services. You will help clients navigate available supports while ensuring timely and accurate service delivery.
Response Centre Operator (Maintenance)
Coordinate and manage maintenance requests for Homes NSW tenants by triaging enquiries, creating work orders, tracking repairs and ensuring maintenance outcomes are delivered efficiently and effectively.
Across both roles, you will:
Respond to a high volume of phone and online enquiries from clients, stakeholders and members of the public.
Assess customer needs and provide accurate advice, information and solutions.
Coordinate actions, referrals, requests and service outcomes to support clients effectively.
Undertake outbound calls for follow-up activities, wellbeing checks or maintenance coordination.
Maintain accurate records across multiple systems and databases.
Work collaboratively with internal teams, service providers and government stakeholders.
Contribute to continuous improvement and service excellence initiatives.
What we’re looking for
We're looking for people who are passionate about helping customers and creating positive outcomes.
You will bring:
Strong customer service and communication skills.
The ability to build rapport and handle sensitive conversations with empathy and professionalism.
Excellent problem-solving and decision-making capabilities.
Strong administrative and computer skills, including the ability to navigate multiple systems.
Resilience and adaptability in a fast-paced environment.
A commitment to teamwork, diversity, inclusion and continuous improvement.
Additional Requirements for the Response Centre Operator Role
Experience and/or exposure to building, construction, maintenance or property services is highly regarded. Relevant qualifications or practical experience within these fields may be required.
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.
Response Centre Operator - Download role description
Contact Centre Operator - Download role description
If you are viewing this ad in Seek and wish to apply via their portal, you will be required to either set up a profile or login via your existing Seek account.
To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now’ button.
What We Offer
We offer a variety of benefits, including:
A challenging and rewarding career
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 an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 3 pages).
Applications close Monday 7th September at 11:59pm AEST.
Got a question?
We are hosting an information session to help you learn more about the role on Wednesday 26th August at 6:00pm. Click the below link to register your interest in the info session:
Information Session Registration of Interest - Housing Response Centre Operator – Fill out form
For more information about the role or what it’s like to work for DCJ, please contact the hiring manager for Maintenance Response Centre contact Chloe Iskafi on 02 7241 1017 or via email at
[email protected] or for Housing Response Centre Kathyrn Sullivan on 0436 659 265 or via email 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 Rania El Boustani on (02) 9354 1626 or via email at
[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
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.
