Customer Service Officer

Customer Service Officer 
 

About the Role:

Position Purpose: As a Customer Service Officer (CSO) at Hume Housing, you play a pivotal role in delivering exceptional service to our diverse customer base, focusing on complex and vulnerable customers in housing sector. You will be the first point of contact, managing high-volume customer queries both face to face and over the phone. Your responsibilities include providing advice on housing assistance, tenancy, and property management whilst ensuring a customer-centric approach.

Key Responsibilities:

• Listen and understand customer inquiries, providing accurate and timely information.
• Triage and allocate workflow using our CRM system and managing customer expectations on the resolution timeframes.
• Conduct follow-up calls and emails to keep customers informed of progress.
• Manage appointment scheduling, conduct reminder calls, and handle administrative tasks.
• Provide housing advice, process payments and invoices, and manage repairs and maintenance inquiries.
• Support the organisation's growth strategy by delivering new services and programs.
• Ensure operational efficiency by adhering to best practices, policies, and procedures.
• Commit to personal and professional development through training and staying updated on relevant processes and procedures.
• Operate within compliance, risk, and legislative frameworks, utilising internal systems for accurate record-keeping.

What we look for in you:

• Proven track record in delivering quality Customer Service in a high-volume work environment.
• Ability to relate to people from diverse social and cultural backgrounds, including those with complex needs.
• Excellent interpersonal and written communication skills, with the ability to manage sensitive issues.
• Experience in the Social Welfare sector with knowledge of housing policies and procedures is highly desirable. 
• Proficient in computer skills, including Microsoft Office software.
• Relevant qualifications such as Certificate IV or Diploma in Housing, Community Services or Office Administration/Customer Service.

What you can look forward to:

• Above Award salaries – Social, Community, Home Care & Disability Services Industry AWARD, Level 3 
• 35 hour working week
• Flexible work practices
• Long service leave after 5 years
• Salary packaging 
• Career development opportunities 
• Access to EAP Counselling Service 
• Free on-site parking 
• 3-day gifted leave over Christmas holiday 

How to Apply:

To be considered for the Customer Service Officer position at Hume Housing, we invite you to submit your resume accompanied by a cover letter that clearly articulates how your qualifications, skills, and experience align with the following key points:

1. Managing High-Volume Customer Queries:
   • Describe your experience in handling high-volume customer queries working with vulnerable groups. Provide insights into your strategies for streamlining processes and maintaining a customer-centric focus.
2. Customer-Centric Approach in Challenging Situations:
   • Share an example from your past experience where you demonstrated a customer-centric approach in a challenging situation. Outline the steps you took to address the challenge and the outcomes achieved.
3. Effective Management of Competing Priorities:
   • Illustrate your ability to effectively manage competing priorities in a fast-paced environment, ensuring tasks are completed within tight deadlines. Highlight specific instances where you successfully navigated multiple tasks simultaneously.

Why choose Hume Housing:

Hume stands out as a premier community housing provider driven by a mission to foster opportunities for people to prosper. We actively seek applications from individuals who share a passion for social justice and champion the fundamental right to safe, sustainable, and affordable housing. For more detailed information, please explore our website at Hume Community Housing (www.humehousing.com.au).

Hume Community Housing acknowledges Aboriginal and Torres Strait Islander people as the Traditional Custodians of this land including Dharawal, Cabrogal, Wonnarua, Worimi and Awabakal peoples and the Dharug Nation whose lands Hume operates within. We pay our deep respect to the Elders past and present and emerging and acknowledge their continuing connection and contribution to the lands and waters.   

Hume Community Housing is committed to a workplace where our team members prosper, and diversity and inclusion are a valued part of our vibrant and connected working community. We encourage and welcome applications from people of all gender people with a disability, Aboriginal and Torres Strait Islanders, LGBTQIA, older people and people from culturally and linguistically diverse backgrounds.

As a community housing provider, Hume regularly engages with and provides face to face services to customers in the community, and these roles require full COVID-19 vaccination status.