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About the Role
In this fast-paced and rewarding role, you will handle enquiries, provide accurate information and support, coordinate administrative tasks, and help deliver a positive customer experience across our housing services. If you enjoy helping people, thrive in a customer-focused environment, and take pride in providing professional and compassionate service, this is an opportunity to make a genuine difference in the lives of our customers and communities.
Responsibilities
- Serve as the first point of contact for tenants, clients, and stakeholders, responding to phone, email, and online enquiries in a professional, empathetic, and timely manner.
- Resolve a broad range of customer enquiries; providing accurate information, managing expectations, and ensuring positive outcomes wherever possible.
- Coordinate and process maintenance requests, service enquiries, and support referrals, ensuring all actions are recorded and managed in line with policies and service standards.
- Maintain accurate and up-to-date client records across customer relationship management, asset management, and document management systems.
- Manage shared inboxes, work queues, and administrative processes to support the efficient operation of the Customer Hub.
- Build strong working relationships with tenants, colleagues, contractors, community organisations, government agencies, and other key stakeholders.
- Support vulnerable customers using a trauma-informed approach, handling sensitive situations with discretion while identifying opportunities to connect tenants with additional support services.
- Monitor enquiries through to completion, escalating complex issues when required and contributing to service improvements, customer satisfaction, and achievement of key performance targets.
Requirements
- Experience in customer service/contact Centre environments - managing high-volume enquiries across phone, email, and digital channels.
- Strong communication skills, manage sensitive conversations, and deliver exceptional customer service.
- Strong administration and data entry skills.
- Proficiency in Microsoft Office
- Knowledge of the social housing sector and the challenges facing vulnerable and low-income Australians, with a compassionate and solutions-focused approach.
- Undertake a national police history check, qualifications, and referee checks.
- Hold a clearance to work with children/vulnerable people.
Skills
- Customer service
- Contact Centre
- High-volume enquiries
- Phone
- Digital channels
- Communication
- Sensitive conversations
- Customer service
- Administration
- Data entry
- Microsoft Office
- Social housing sector knowledge
- Trauma-informed approach
Location
- Kingswood, NSW 2747
Work Type
- Permanent
- Full-Time
Salary/Compensations
- $82,400 + Super + NFP Salary Packaging Benefits
Benefits
- Rewarding work
- Not-for-profit salary packaging, reducing your tax
- Free external, confidential counselling
- Access to chaplaincy support
- Volunteering opportunities
- Opportunity to purchase additional annual leave
- Extra leave including: Mission Australia Thank You Day & Work Anniversary Day off
About the Company
- When you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive.
- United by our Christian purpose and values, we advocate for a fairer Australia, to meet the growing needs of people across the country.
- Together we are building hope and possibility for all.
- Our innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career.
- We prioritise the safety and wellbeing of everyone, both within our team and the individuals we serve.
Equal Opportunity
- We are committed to creating a diverse and inclusive working environment.
- We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.
- So, whoever you are, if you’re skilled and actively support our purpose and values, you would be welcome at Mission Australia.
- If you live with disability and require support to submit your application, please email talentattraction@missionaustralia.com.au or visit our Careers page for additional contact details.
- We strongly encourage applications from people who identify as Aboriginal or Torres Strait Islander.
- For culturally safe support or assistance with your application, please contact us at Deadlycareers@missionaustralia.com.au