Tenant Support Specialist in Sydney

Be part of a growing, values-driven team, delivering exceptional service in the disability accommodation sector. Are you looking for a role with purpose? Do you want to work alongside a vibrant, collaborative team that is passionate about what we do? Are you excited by a hands-on customer service role that will evolve as our business grows? This role at Vera Living may be for you. Our mission is to increase independence for people who are living with disability by providing luxurious Specialist Disability Accommodation (SDA) throughout Australia. We are a rapidly growing business with a wide portfolio of houses, apartments, and villas across the country in vibrant, well-connected communities.

We are seeking a passionate and driven Tenant Support Specialist (TSS) to join our team at our head office in Sydney, NSW. Reporting to the Tenant Experience Manager, you will work within the Tenant Experience team to provide exceptional service to tenants and their support team. Candidates must hold Australian permanent residency status for this position.

Here's what you'll do:

• Triage and respond to tenant enquiries, delivering a seamless tenant experience
• Triage, troubleshoot and process maintenance, repairs and related requests
• Review transition plans, home modification checklists and risk assessments to identify and assess tenant needs, identify any changes or needs for specific services
• Support participants to move into Vera Living's SDA properties
• Develop strong relationships with tenants and their support team
• Proactively address issues raised by tenants and drive fast solutions
• Comply with Vera Living's processes and procedures, including record keeping, account updates, incident and complaint reports, and champion a strong risk and safety culture
• Work collaboratively with our Asset Management and Participant Engagement teams
• Represent Vera Living at local events including at our properties
• Be engaged and contribute to building the Tenant Experience team and business

We're interested in hearing from people who have:

• A genuine passion for exceptional customer service
• Empathy and interest in improving the lives of tenants
• The ability to ask the right questions, respond to tenant needs and support them to take the steps needed to have their needs met
• Highly organised and efficient workflow management
• Strong computer literacy and able to navigate Salesforce (or equivalent customer relationship management platform)
• Ability to work in a busy and dynamic service environment
• Willingness to learn together with colleagues and continuously improve the way we deliver services
• Self-motivation and the discipline to stay focused and productive without direct supervision when working remotely

This is a full-time role. You will need to be independently driven and enjoy working closely with colleagues in all teams. You'll need to do some local travel to visit our SDA properties and engage directly with tenants and other stakeholders. Some domestic travel is also expected. You'll be joining an energetic and supportive team and you'll get to make an impact. The role comes with competitive salary, flexible leave options and much more. People with a lived experience of accessing NDIS supports are highly encouraged to apply for this role.