Senior Client Service Officer – Northern District in Tweed Heads

NSW Department of Communities and Justice – Tweed Heads NSW is seeking passionate, client-focused professionals to join our Housing Services team. We are recruiting for Senior Client Service Officer opportunities across two streams:

• Senior Client Service Officer (Specialist) — Private Rental Pathways team, Specialist Hub
• Senior Client Service Officer (Generalist) — Tenancy, Local Access, Letting, and the Tenancy and Access Hub

The Specialist SCSO position focuses on supporting clients to access and sustain tenancies through the social housing service system and private rental pathways. This includes managing private rental products, subsidies, reviews, assessments and related processes, providing specialist advice and support to clients with complex housing needs, and coordinating appropriate supports with local services.

The Generalist SCSO position supports service delivery across Tenancy, Local Access, Letting, and the Tenancy and Access Hub. This role provides senior operational support across core housing services, working alongside Client Service Officers and the leadership team to strengthen practice, resolve complex enquiries, support consistent decision-making, and drive service excellence.

What you’ll do

• Senior Client Service Officer (Specialist) — Private Rental Pathways Team
• Provide specialist advice and senior practice support to clients with complex housing and support needs.
• Coordinate referrals, warm handovers and collaborative support arrangements with local services, government agencies and community organisations.
• Assess eligibility, process applications, manage reviews and monitor private rental assistance products, subsidies and tenancy sustainment options.
• Work with Client Service Officers, Team Leaders and Housing Managers to resolve complex matters, strengthen decision-making and support consistent service delivery.
• Maintain accurate records, complete required reporting and compliance activities, and contribute to continuous improvement across specialist service delivery.
• Senior Client Service Officer (Generalist) — Tenancy, Local Access, Letting, and Tenancy and Access Hub
• Provide senior support to help clients access housing assistance, sustain tenancies and navigate available services.
• Respond to complex tenancy, housing assistance, allocation, letting and client enquiries, applying sound judgement, policy knowledge and a strong customer service focus.
• Work collaboratively with Client Service Officers, Team Leaders, Housing Managers and internal and external stakeholders to resolve issues, support consistent decision-making and deliver positive outcomes for clients and communities.
• Support and coach Client Service Officers by sharing knowledge, modelling good practice and building capability in service delivery, policy application and client engagement.
• Provide expert advice to Client Service Officers and the leadership team on complex matters to support consistent, timely and high-quality service responses.
• Exercise delegated decision-making within policy and legislative requirements, ensuring decisions are well-informed, documented and focused on achieving fair and appropriate client outcomes.

Across both roles, you will:

• Deliver high-quality, client-centred housing services.
• Assess client needs and identify appropriate solutions and supports.
• Mentor and support Client Service Officers to strengthen service delivery outcomes.
• Build effective relationships with clients, stakeholders and service providers.
• Exercise sound judgement, empathy and problem-solving skills when responding to complex situations.
• Manage competing priorities and high-volume workloads while maintaining accuracy and attention to detail.
• Maintain accurate records and documentation across multiple systems.
• Contribute to a positive team culture and continuous service improvement.

What we’re looking for

We’re looking for people who are passionate about making a difference in the lives of vulnerable clients and communities. You will bring:

• Experience working in housing, human services, community services or a related field.
• Strong communication, relationship-building and stakeholder engagement skills.
• Sound judgement and the ability to navigate complex situations and competing priorities.
• Strong problem-solving and client service skills.
• Demonstrated administrative skills, with a high level of accuracy and attention to detail.
• Experience managing assessments, reviews, reporting or compliance-based processes would be highly regarded.
• Resilience, adaptability and a commitment to achieving positive client outcomes.
• A current driver's licence.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply. You do not need to meet every desired requirement for us to want to talk to you.

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.

Applications close 27 September 2026 at 11:59pm AEST. For more information about the role or what it's like to work for DCJ, please reach out to Kynwen Leek via email or phone.

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best, please call Robert Chiplen or reach out via email.

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.

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