Address
Form of work- Work Type/s: Part Time, ongoing contract
- Location: Melbourne (Fitzroy North)
- Applications close: 15 March 2024
Aboriginal Housing Victoria (AHV) is an Aboriginal community organisation responsible for managing more than 1,500 rental properties for Aboriginal and/or Torres Strait Islander people living in Victoria.
Our vision is to ensure that Aboriginal Victorians secure appropriate, affordable housing as a pathway to better lives and stronger communities.
In addition to being the largest Aboriginal Registered Housing Agency in Australia, AHV is the lead agency for Victoria’s Aboriginal housing and homelessness policy, Mana-na worn-tyeen maar-takoort. As the housing policy lead in the Aboriginal community, AHV has responsibility to work in partnership with the Government to secure the resources and reforms to implement the policy, while we support sector development to empower Victoria’s Aboriginal community to determine its chosen housing future.
AHV's housing services are targeted to those most in need of support. Through the provision of secure housing by an Aboriginal rental provider, AHV helps strengthen and maintain Aboriginal communities and cultural ties.
We are seeking applications from highly motivated, reliable people who are keen to work in an Aboriginal organisation that is taking the next step towards self-determination and self-management by ensuring that the organisation is able to maintain a sustainable and financially viable housing portfolio across Victoria for Aboriginal people.
Client Services Officer is part of the Maintenance team that is located in the Assets and Development Division. The Assets and Development Division is responsible for the delivery of a range of services including client enquiries, managing waiting lists, allocations, rent payment, arrears, property management and maintenance works and life skills support.
Reporting to the Maintenance Administration Coordinator, the Client Services Officer works within the maintenance team focusing on maintenance issues. The role operates in a scheduled environment.
KEY RESPONSIBILITIES
- Be the first point of contact for all tenant telephone enquiries providing a professional, courteous and responsive service, including obtaining and providing accurate and relevant information to tenants, redirecting calls and forwarding messages promptly and accurately to relevant staff.
- Responding to and actioning telephone and email tenant enquiries consistent with AHV policies and procedures resolving these where possible within the level of CSO delegation or providing appropriate referral to other AHV staff.
- Use AHV systems to accurately record tenant and other information and search for up to date information.
- Work in collaboration with other AHV staff, particularly housing officers and property compliance officers and assist other team members in projects and activities.
- Identify opportunities for improvement in client service systems and processes.
- Provide a high level of administrative assistance including written correspondence to tenants to seek information and advice around maintenance outcomes.
- Comply with AHV’s policies and procedures at all times.
- Prioritise work and manage working time to ensure efficient productivity.
- Exercise a duty of care to work safely, taking reasonable care to protect your own health and safety and that of your fellow workers, volunteers and clients including following safe working procedures and instructions.
- Perform other duties as directed that fall within the scope of the position or the incumbent’s knowledge and skills base.
This position will be based in our Fitzroy North office 4 days per week.
To apply, please submit a resume and cover letter addressing the key selection criteria in the attached position description (also available at https://ahvic.org.au/about/ahv-careers) by COB 15 March 2024.
Applications should be sent to jobs@ahvic.org.au using the subject line: Client Services Officer
Please direct enquiries about the position to Daniel on 0437 639 182.
