Address
Form of work12 Months, possibility of extension
Belconnen ACT 2617
Job Title: Customer Insights and Tenant Engagement Manager
Date: 01/06/2023
Duration: 12 Months, possibility of extension
Pay Rate : $57./Hour + Super
Location: Belconnen ACT 2617 WFH/Onsite
Requirements: WWVP and police checks
Are you passionate about providing accurate information to those in need? Join the Client Services Branch and work alongside relevant CSD teams to deliver timely and precise information to our clients. Utilize research-based strategies and open communication to build trust and confidence in our department's work while promoting positive engagement and effective information management. This is an exciting opportunity to make a difference in the lives of those we serve.
WHAT YOU WILL DO
1. Identify, develop and implement client engagement strategies to raise awareness and improve client outcomes in a range of areas including property maintenance, downsizing and debt management across all channels.
2. Develop communication materials that engage and support clients through long-term tenancies, including information regarding new construction and delivery of public housing and the benefits of matching tenants with the best properties for their situation.
3. Support and develop campaigns for specific client groups and issues, including aligning messaging with broader ACT government policies on housing.
4. Review, develop and evaluate direct correspondence materials across multiple channels to improve client experience, learning from behavioural insights.
5. Review, develop and maintain web content to ensure timely and accurate information is available when clients need to access it, including forms, factsheets and policies.
6. Engage with project teams to understand, advise and support their client and stakeholder engagement needs to achieve a more joined up and streamlined experience for clients.
7. Engage with a range of stakeholders including clients, senior government officers, advisory groups and members of the community on behalf of CSD.
This position does not involve direct supervision of staff.
WHAT YOU REQUIRE
The following capabilities form the selection criteria that are required to perform the duties and responsibilities of the position.
Professional / Technical Skills and Knowledge
1. Comprehensive knowledge of contemporary community engagement and communications practices, with a focus on person-centric and trauma-informed language.
2. Knowledge of, or experience in, a community services environment and an understanding of the sensitivities involved, particularly as they relate to human experience.
3. Knowledge of, and exposure to, a complex government environment or the ability to quickly acquire knowledge of the operating environment of government; and an understanding of the sensitivities involved.
Capabilities
1. Exceptional written and verbal communication skills and ability to engage effectively with various stakeholders and audiences.
2. Ability to adapt to changing circumstances and successfully manage multiple priorities and demands, in a dynamic, complex and diverse environment.
3. Ability to self-manage a workload that delivers outcomes through collaboration, engagement, responsiveness and influence.
Compliance Requirements / Qualifications
Relevant experience in communication and engagement for vulnerable clients is highly desirable.
Tertiary qualifications in communications or relevant discipline is desirable.
A current ACT drivers licence is desirable.
- Aboriginal and Torres Strait Islander candidates strongly encouraged to apply.
Applications received after the due date may be considered for similar roles.
If this sounds like you, APPLY NOW!
Bee Nguyen
Recruitment Specialist
W: www.indigeco.com.au
Indigeco acknowledges the Traditional Custodians of the country throughout Australia and recognises their connection to land, waters, and community. We pay our respects to our Indigenous brothers and sisters, their Culture, and to elders past, present & future.
