Client Service Officer – Housing Contact Centre

NSW Department of Communities and Justice

Job Details
Full-time1 hour ago
  • Work from home
  • Customer service
  • Computer skills
Full Job Description
Division: Southern HDDSEM

Liverpool, NSW, AU, 2170

Req ID: 58482

Client Service Officer – Contact Centre

Our clients come from all walks of life, as so do we.

We hire great people from a wide variety of backgrounds, not just, because it is the right thing to do, but because it makes us stronger.

What is on offer?

We are looking to fill 5 temporary Client Service Officer roles for up to 2 years,

as well as creating a talent pool, to fill positions available in the next 18 months

for both temporary and ongoing opportunities.

Come and work for an organisation that really values its people

Do you have exceptional customer service and engagement skills?

Full time opportunities available

Industry leading training with ongoing career development and support

Generous leave entitlements

Diverse and inclusive organisation

Location: Liverpool, with flexible working arrangements

Clerk Grade 2/4, Salary ($71,926 pa – $83,211 pa) plus superannuation & annual leave loading

About you

Are you enthusiastic, engaging and passionate about delivering great customer service? Do you have above average computer skills, as well as the ability to navigate multiple applications and systems? Do you have sound decision making skills and the ability to think and solve problems in real-time? Do you have the ability to be upskilled in various services via face-to-face and virtual training environments? Can you work full time across a 24/7 roster? A great team focused attitude but also the confidence and initiative to work on your own.

Does this sound like you? If so, please read on.

Essential requirements of the role

Availability to work across 24/7 roster

Work from home requirements

A private, secure office space in the house where there will be minimal disruptions and where the noise level won’t be a distraction

The work area should be secured and/or files and equipment should be appropriately stored

A desk with enough space for a computer/laptop, additional monitor, keyboard, mouse and headset with suitable office chair

Internet Connection: NBN or Cable. Minimum ~50mb/s download and ~20mb/s upload. NOTE: JavaScript must be enabled

VGA to HDMI cable

Agency overview

The Housing Contact Centre (HCC) is dynamic, fast paced 24/7 contact centre that is committed to assisting the most vulnerable people in NSW. The HCC prides itself on always striving to Minimise Client Effort, which relies on all staff to identify, drive and deliver services, which are of the highest standard across all points of entry.

Our people management strategy has been developed to support this and to ensure our staff are the best fit for the work we do, have robust and appropriate training with career development opportunities, performance management and quality assurance. Employee engagement within our service is of the highest priority and recognising staff for the work they do every day is paramount to the HCC.

They are the backbone of our service and we let them know it. Our dedication to developing a positive culture has seen the HCC evolve into a centre that attracts talent, drives engagement, impacts happiness, satisfaction and effects performance.

Our SKILLSplus team provide all training in the HCC and adapt to the changing training needs of our staff. SKILLSplus have an outstanding reputation across the whole of DCJ for developing and delivering ongoing training in our state of the art training facilities via face-to-face and virtual training. Succession planning and ongoing development is a fundamental part of SKILLSplus and the HCC is extremely proud of how successful our staff are.

About the role

The HCC is a 24 hours per day, 7 days a week operation with approx. 320 staff. The centre delivers support to NSW clients with access to social housing services, including Link2home crisis accommodation, Social Housing Applications and also Rentstart bond loan service across various points of access including phone, email and online.

This challenging and rewarding role requires staff to respond to enquiries from Housing NSW clients and members of the public and provide accurate and appropriate information about Housing NSW products and services, as well as those offered by key stakeholders. The role also includes the processing of various applications and participating in various outbound campaigns.

Click here to download the Supplementary Information on the role

Click here to download the role description

Applying for the role

When applying you will need to:
Attach a resume (maximum 5 pages)

Cover letter (maximum 3 pages) outlining how you meet the requirements and capabilities of this role.

Closing date:11:59 PM on Tuesday 7th February 2023

For role enquiries please contact Kathryn Sullivan at:

Appointments are subject to reference checks. Some roles may also require the following checks/ clearances:

National Criminal History Record Check in accordance with the Disability Inclusion Act 2014


To ensure recruitment at the Department of Communities and Justice continues without interruption during the COVID-19 pandemic, some interviews and assessments may be performed using alternative methods.

This may include video interviewing, telephone interviewing and online assessments. If you are successful following review of your application, you may need to perform assessments and/or interviews via online platforms using a PC, laptop or smart phone. By doing so, we will be adhering to the strict social distancing advice currently in place.

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 LGBTIQA+, culturally and linguistically diverse people, carers and other diversity groups.

If you require an adjustment within the recruitment process, please contact Mayur Kaushik on 0467 174 016 or via email at and advise us of your preferred method of communication.

If you are looking for more information about workplace adjustments at DCJ, please visit our Careers site

Thank you for your interest in this role. We look forward to receiving your application.

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