Housing Customer Service Officer

THE ROLE

The Housing Customer Service Officer (HCSO) works within a supported, supervised environment to provide public housing information and assistance to people seeking accommodation, existing renters, community service organisations and government stakeholders to ensure enquiries are handled in a client-focused and timely manner in accordance with guidelines and policies. HCSO's assist public housing renters, their advocates, contractors, local housing offices, external agencies and other departmental and government areas over the telephone, via email and through other channels of communication.

The HCSO deals with more complex situations and acts as a local reference point in operational processes and procedures.

The Housing Call Centre (HCC) is a fast-paced environment, highly responsive to directions provided by the Victorian Government. The HCSO would initially embed their training knowledge by handling inbound calls and emails relating to public housing applications and then, based on performance, will progress to rent assist bond applications and moveable unit applications as part of their skillset.

ACCOUNTABILITIES INCLUDE

1. Assess complex client queries for housing services and make decisions from a range of established policy, procedures and legislative requirements.
2. Maintain a database and undertake research and analysis of the data on a range of housing queries.
3. Contribute to operational service delivery and quality improvements.

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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.