Response Centre Operator - Maintenance Hub

Response Centre Operator - Maintenance HubDepartment of Communities and Justice
Housing Contact Centre
Clerk Grade 2/4
• Location: Regional & Metro roles with ability to work from home. Must be available to attend meetings in Liverpool when required
• Employment Type: Ongoing, Temporary, full-time, and part-time roles available
• Salary: $74,803 - $86,539 + superannuation and shift penalties
• Generous leave entitlements
• Opportunities for learning and career development
Your Role
Do you have a passion for customer service and would like to use your trade/building/construction industry knowledge to help make a positive difference in our social housing maintenance operations?
Homes NSW is an Agency of the Department of Communities and Justice (DCJ). Our vision is for NSW to be a place where everyone has access to safe and secure housing, and where experiences of homelessness are rare, brief, and non-recurring.
We lead work to deliver more quality social housing to our 262,000 tenants across NSW, empowering our tenants to live fulfilling lives and achieve their potential in inclusive communities with a focus on breaking, rather than managing disadvantage.
We strive for excellence in service delivery and most importantly, Homes NSW puts people at the heart – including our staff. Working for us means you are joining a team where your expertise and skills will be valued.
The Maintenance HubResponse Centre operates 24/7 365 days a year, and employs around 150 staff to provide responsive maintenance solutions to social housing properties in NSW, utilising various channels such as telephone, email, and online platforms to cater to our clients’ needs effectively.
Your new role offers a generous salary package and internal career progression, as well as flexible work arrangements, including the ability to work remotely from home.
Regional NSW candidates are encouraged to apply.
What you’ll do
Your new role will give you the flexibility to be working from your home office or one of our many office locations around NSW and our headquarters in Liverpool or Parramatta for required shifts across a 24/7 roster.
Your passion for making a difference will be rewarded, knowing you are solving problems for those in need by putting your experience or knowledge of the building and construction industry to work by triaging and identifying the most appropriate maintenance solutions to our social housing tenants.
You will do this by:
• Responding to our social housing tenants by phone, online applications or email, with understanding and empathy to provide accurate and appropriate maintenance advice, that not only meets the asset requirements, but meets the needs of our tenants which can be complex at times.
• Keeping track of multiple maintenance requests and activities, ensuring they are progressed and managed end-to-end to deliver optimum service outcomes.
What we’re looking for
The successful applicant will have:
• Strong client focus with a commitment to quality customer service
• Excellent computer navigation skills with the ability to work between multiple screens and applications
• Dedication to continuous learning through both in-person and virtual training
• A fully functional, private, and secure work from home office
• Commitment to attend scheduled team meetings at our Liverpool office
• Ability to work across a 24/7 rotating roster
• A good understanding of building maintenance is highly desirable, but not essential
• Call centre experience is also desirable, but not essential
• Strong work ethic and capability to triage maintenance problems and apply appropriate first-time solutions
Appointments are subject to:
• Reference checks
• A National Criminal History Check in accordance with the Disability Inclusion Act 2024.
Please download the Response Centre Operator role description here.
Are you ready to join us?
If this opportunity is what you are looking for Click Apply, attach a Cover Letter (Maximum 2 pages) outlining how you meet the requirements of the role as well as an up-to-date resumé.
Applications Close Friday 5th April 2024
Got a Question
For more information about the role or what it’s like to work for Homes NSW, please contact Kathryn Sullivan via email kathryn.sullivan@homes.nsw.gov.au
If you have a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best, please contact Nancy Girgis via email at Nancy.Girgis@dcj.nsw.gov.au
Note: Appointments are subject to reference checks
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 LGBTIQ+, culturally and linguistically diverse people, carers, and other diversity groups.
To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website
For more information visit Your recruitment journey on the DCJ website.
A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.
Thank you for your interest in this role. We look forward to receiving your application.
Department of Communities and Justice