Tenancy Officer

NEIGHBOURHOOD (TENANCY) OFFICER – Regional Sydney 
 

ABOUT THE ROLE 

As a key member of our dynamic team, you’ll be at the forefront of delivering great customer service to our customers within a specific housing portfolio. Your mission? To provide exceptional customer service across all facets of tenancy management within a diverse housing portfolio. The aim is to foster sustainable tenancies that empower residents to thrive within vibrant communities.    

Here’s what you’ll be diving into: 

• You’ll be the driving force behind our fast-moving environment, ensuring each customer receives exceptional tenancy and account management. From sign-up to settling-in visits, your holistic approach will leave no stone unturned in enhancing customer engagement.  
• You dedication will shine as you maintain and elevate the environment of our property portfolio. Conducting wellbeing visits, addressing communal upgrades, repairs and maintenance issues, you’ll transform our tenants' homes into spaces where residents thrive.  
• Create meaningful connections with external support agencies, partners, and safety networks. By nurturing these relationships, you’ll champion tenancy sustainment and create a network of support that empowers our tenants. 
• Your expertise in managing complaints will be invaluable. Timely responses to tenants’ enquiries and grievances will ensure that every concern is addressed with care and efficiency. 

Join us on this journey where your skills and passion will drive positive change. Together, let’s create vibrant communities where everyone has the opportunity to prosper.   
 

WHAT WE LOOK FOR IN YOU 

You are collaborative and outcome focused with high levels of empathy and developed interpersonal and written communication skills. You will have experience pioneering quality customer service in a high-volume work environment and will have demonstrated your ability in relating to people from a diverse range of social and cultural backgrounds. 

To be successful in this role, you will need to: 

• Demonstrate experience of communicating clearly in all formats with excellent report writing skills,  
• Demonstrated advocacy skills and a high degree of empathy 
• Have field work experience supporting customers in their homes. 
• Demonstrated experience and knowledge of social housing, The NSW Residential Tenancy Act 2010, Affordable Housing and experience in NSW Civil and Administration Tribunal (NCAT), and 
• Be self-motivated, and pride yourself on being efficient, effective, customer focused and a team player. 
• Preferred- Certificate III in Welfare or equivalent housing related qualification 
• Have experience with Microsoft packages and tenancy management systems, 
• Have a NSW Driver's licence and a comprehensively insured vehicle. 
   

WHAT YOU CAN LOOK FORWARD TO 

• Above Award salaries – Social, Community, Home Care & Disability Services Industry AWARD, Level 4
• 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 
   

WHY WORK FOR HUME COMMUNITY HOUSING?  

Our purpose is to create opportunities for people to prosper.   

As a leading community housing provider Hume houses 1 in every 1000 NSW residents. We own and/or manage over 4,500 affordable rental homes, throughout metropolitan Sydney and regional NSW.  

We build new properties, manage tenancies for owners and provide services and support to meet our diverse customers and community’s needs.  

From essential workers to young people, families, people with disability, senior citizens, people experiencing homelessness and women fleeing family violence, we create opportunities for all our customers to prosper.   

We work in collaboration with our customers and communities, listen to what they need so we can ensure our services are right and they have the best experience.  It’s important that our customers stay at the heart of what we do, and why we do it.  

You spend a lot of your waking hours at work, so we want to give you a workplace where you can really be your values-aligned self and feel appreciated. We want you to have the best work life balance you can, in your role.   

At Hume, we know how to have fun, celebrate successes and are committed to providing a thriving organisational experience to our employees, where you too can prosper.    
 

OUR TEAM 

We employ professionals across corporate services, real estate services, property development and construction, asset management, customer services, tenancy management and stakeholder management and partnerships. We also employ social impact specialists experienced in case management, neighbourhood programs and community initiatives all of which provide our customers with opportunities to prosper.   

We are a diverse, dedicated, commercially minded and customer focussed organisation. We also believe that a good employee experience directly translates into a good customer experience.    

If you’re passionate about social justice and consider access to safe sustainable and affordable housing a basic human right, there has never been a more exciting time to join our award-winning organisation.   

We are Champions of change | Creators of connectivity | Builders of resilience and Determined to succeed   

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 all people including 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.