Housing Customer Services Officer

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, LGBTQI+ 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)

Job Details

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Department: Department of Families, Fairness and Housing
Work Type: Ongoing - full time
Job Function: Community Services
Classification: HCS2
Work Location: Moe
Reference: VG/DFFH/COPL/00362503
Closing Date: 12-Jun-2023
Salary Range: $65,409 - $72,262
Job Duration: N/A
Attachments: 00362503 Housing Customer Service Officer - HCSOQ-2.pdf (PDF, 186KB)
Job Specification

00362503 Housing Customer Service Officer - HCSOQ-2.docx (Word, 126KB)
Job Specification

PD Preview: Preview unavailable for this role
Contact: Alexandra Hamilton
03 8633 4212

Position Details



The Housing Customer Service Officer provides a high-quality service to our customers requiring information and assistance in relation to public housing requirements. Housing Customer Service Officers assist public housing tenants and their advocates over the telephone, via e-mail and through other channels of communication in relation to housing maintenance and other associated enquiries. The role includes liaising with the tenant, their advocates, contractors, local housing offices, external agencies and other departmental and government areas to ensure enquiries are handled in a timely and effective manner in accordance with policies and guidelines.

A Certificate IV in Customer Contact qualified fully competent worker in a Housing Call Centre with highly developed skills and expertise in all areas. Fully competent across assigned housing functions not limited to basic Housing Call Centre operations. Deals with more complex situations and acts as a local reference point in operational processes and procedures


The department may require its employees to be fully vaccinated against preventable diseases such as the current coronavirus (COVID-19). The department's COVID-19 Vaccination requirements policy(Word) outlines the requirements for existing employees, other workplace participants and prospective employees. Please read in full prior to applying.


All VPS employees (and ex-VPS employees with extended access to the Jobs and Skills Exchange website) MUST apply via the Jobs and Skills Exchange (JSE) <https://jse.vic.gov.au/user/login?destination=/new-home-page> portal.

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.

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