Senior Client Service Officer in Parramatta

Location: Parramatta

Salary: Clerk Grade 5/6 | $102,936 - $113,579 plus superannuation & annual leave loading

Employment: One (1) Full-time ongoing & multiple temporary opportunities available, with potential pathways to ongoing employment.

Your role:

Join Homes NSW's Service Delivery and Assurance Hub (SDAH) and play a vital role supporting clients with complex housing and support needs. This is an opportunity to use your expertise to improve client outcomes through specialist advice, service coordination, and strong partnership engagement. You will collaborate closely with internal teams, community organisations and service providers to help retain tenancies, remove barriers to support and deliver meaningful outcomes for some of the most vulnerable people in our communities. The role involves a mix of office-based work and out-of-office activity. You will also work as part of a dedicated and supportive team committed to delivering quality housing services and improving outcomes for clients and communities. You will be working in a collaborative office environment where teamwork, innovation and client-focused service delivery are highly valued.

What you’ll do:

• Managing a portfolio of Headleases
• Working with internal teams and business units on Headleasing matters
• Manage and progress breaches of tenancy agreements and represent Homes NSW at the NSW Civil and Administrative Tribunal
• Attend property visits and conduct inspections
• Coordinate property maintenance and repairs with landlords/agents
• Manage financial transactions, including payments to landlords and/or agents
• Ensure accurate, confidential and up-to-date data and record management

What we’re looking for:

• Experience collaborating with coordinating stakeholder’s services to achieve positive outcomes.
• Strong stakeholder engagement skills with the ability to build productive relationships across government, community, and service provider networks.
• Demonstrated ability to analyse complex issues, exercise sound judgement, and identify practical solutions in a client-focused environment.
• Ability to coach, support and share specialist knowledge while maintaining a strong commitment to professional integrity and client service excellence.

Desirable:

• Knowledge of Homes NSW policies and/or headlease program.
• Knowledge of Residential Tenancies legislation and tribunal processes is highly regarded.
• An understanding of housing operation and policy.

If you do not already have this experience, you will be expected to demonstrate how you would quickly build the knowledge required to operate confidently in this space.

What We Offer:

• A challenging and rewarding career.
• Flexible, autonomous work environment.
• Competitive pay and conditions.
• Training and development opportunities to build and maintain capabilities.
• Health & Wellbeing and Employee Assistance Programs.

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.

Other Information:

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.