At Housing Choices Australia, we believe everyone deserves a safe and affordable home. We are a leading not-for-profit housing provider committed to building inclusive and thriving communities. Our Five-Year Strategic Plan (2024–29) prioritises people and aims to deliver social impact, sustainable growth, and empowered teams.
Join us in building a better future, one home at a time.
Why you will love working with us
Join a passionate, purpose-driven team where your work creates lasting impact, and your wellbeing, growth, and individuality are genuinely valued.
Purposeful impact – make a meaningful difference in people’s lives by supporting inclusive, safe, and affordable housing.
Growth and development – enhance your skills and advance your career through tailored learning opportunities.
Balance that works – enjoy 5 weeks annual leave and flexible working arrangements suited to your lifestyle.
Valuable benefits – increase your income through salary packaging, salary continuance insurance, and 16 weeks of paid parental leave.
Supportive culture – be recognised and celebrated in an inclusive, values-driven workplace.
Job Description
About the role
Reporting to the Customer Service Centre Team Leader, the Customer Service Officer is responsible for the delivery of a first response customer service, in line with the National Housing Service Standards. This role will be responsible to work as a multi-skilled team member, assisting tenants both face to face and via phone and digital channels. The role will provide quality and client focused customer service to assess and resolve enquiries, and to ensure a first contact resolution approach is maintained with all customer contact.
About the team
We are a diverse, dedicated and collaborative group of people who are strongly committed to making a difference in the community. You will play an integral role in helping us achieve our mission and vision. We provide an inclusive, genuinely positive and connected workplace and everyone working at Housing Choices Australia is expected to:
Live our values everyday
Work collaboratively to identify opportunities to deliver improved resident outcomes
Always provide courteous and professional service
Contribute ideas, energy and effort into achieving our strategic aspirations
Establish and maintain excellent working relationships across our organisation
Participate in ongoing learning opportunities including professional guidance, peer learning, formal learning, digital learning, knowledge sharing and feedback on performance
Comply with all organisational policies and procedures, legislation and agreements, including gender equality and respect and occupational health and safety
Contribute to the development and review of policies and procedures relevant to the role
Comply with reasonable reporting and accountability requirements of the organisation and all mandatory reporting obligations to third parties and independent bodies, including but not limited to child abuse reporting and public officer reporting under the Independent Commissioner Against Corruption (ICAC) Act 2012
Desired Skills and Experience
About you
Knowledge and Qualifications
Previous experience in a fast paced, dynamic, customer contact centre or office reception
Experience using a Customer Relationship Management System (CRM)
Experience in the use of the Microsoft Office Suite
Experience in dealing with complex customer needs
Sound knowledge and proven experience in a comparable role in the public, community, private housing sector or a Not-for-Profit provider
Capacity to support change and innovation and deliver creative and leading practice solutions Experience
Proven experience and successful track record in a comparable role or discipline(s) in the public/community, private housing sector or transferable sector
Experience, or ability to acquire skills quickly, in preparing correspondence and reports Skills
Highly developed written and oral communication skills
Strong influencing and relationship management skills
Well-developed conceptual, analytical and problem-solving skills
Excellent interpersonal skills
Well-developed organisational skills including ability to manage conflicting priorities and high work volumes without affecting quality of service delivery.
Our values in action
Everything we do is guided by our shared values:
Putting people first – we listen, respect, and respond to our communities.
Working together – collaboration helps us achieve better outcomes.
Doing the right thing – we act with integrity and accountability.
Acting boldly – we innovate to address current housing challenges.
We are committed to a strategy that supports tenant wellbeing, organisational growth, environmental responsibility, and workforce empowerment.
Belong at Housing Choices
We are an inclusive and values-led employer, proudly welcoming people of all identities and backgrounds. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and those with lived experience of housing insecurity.
We support inclusive hiring practices. Please let us know your pronouns or if you require any adjustments during the application process, as we are here to assist you.
