Contact Centre Consultant

DHA is seeking experienced Contact Centre and Contact Centre Complex Task Consultants to join the Service Delivery Team.

Apply now to enjoy a rewarding career at DHA

Position: Contact Centre and Contact Centre Complex Task Consultants
Level: DHA3 and DHA4
Salary Range: $74,907 to $83,000 (DHA3) and $84,157 to $90,998 (DHA4) per annum plus 15.4% superannuation

Location: Townsville or Adelaide

About us

DHA was established in 1988 following the passage of the Defence Housing Australia Act 1987 (DHA Act) to provide housing and related services to members of the Australian Defence Force (ADF) and their families. We are committed to supporting Defence's operational needs through our housing solutions.

DHA manages a portfolio of housing solutions for over 17,200 ADF members and their families, administers rent allowances for more than 16,000 ADF members, and provides housing-related services including eligibility advice, posting support, and booking and allocation services for DHA-provisioned housing and on-base accommodation for approximately 60,000 ADF members.

For more information about DHA, visit our website DHA.gov.au or read our latest Annual Report.

About your team

The Service Delivery Group ensures DHA's delivery of quality housing services, including stock management, housing allocation, living-in accommodation, and repairs and maintenance.

DHA's contact centres serve Defence members, investors, and third parties, providing services such as establishing entitlements, property care, and lease advice. These operate on an omnichannel platform and follow DHA's Service Agreement parameters.

About the role

Successful candidates will have a strong customer service focus and an understanding of DHA's core business, especially our primary customer, Defence.

You will work under general supervision, managing complex entitlements for Defence members, coordinating tenancy services, and handling lessor inquiries within key performance expectations. You will communicate with internal and external stakeholders to provide advice, support, and issue resolution.

The assessment process for DHA3 & DHA4 roles is based on the APS ILS criteria.

Benefits of working at DHA include:

• 15.4% superannuation
• Generous leave entitlements, including 18 days personal leave and 20 days annual leave per year
• Work-life balance and flexible working options
• A positive workplace culture supporting diversity
• Opportunities for industry knowledge and career growth
• ADF partner employment conditions when relocating

For more about DHA's Employee Value Proposition, visit our website.

Additional information

This is a non-ongoing engagement for a period of 12 months.

All successful applicants must be eligible for a Baseline Vetting security clearance by the Australian Government Security Vetting Agency (AGSVA).

How to apply

Apply via our online careers site with your current resume and a 300-word pitch addressing the role requirements. Review the Australian Public Service Commission's guidance on response writing and expected behaviours.

For more details, refer to the Candidate Information Pack on the online careers site.

Application deadline: 11:55pm AEST 27 August 2025.
Contact

Angela Richardson - Performance and Engagement Lead
Email: angela.richardson@dha.gov.au
Phone: 07 4726 1840

Order of Merit

A merit pool will be established for 18 months to fill similar vacancies.

Inclusion and Diversity

DHA values diversity and encourages applications from all community groups, including Aboriginal and Torres Strait Islander peoples, women, people with disabilities, culturally and linguistically diverse backgrounds, LGBTIQ+ individuals, ex-defence members, mature-aged employees, and carers.

RecruitAbility

This vacancy participates in the RecruitAbility scheme. Applicants with a disability who meet minimum requirements will be invited for further assessment. More information at: https://www.apsc.gov.au/recruitability

Eligibility

Employment is contingent upon Australian citizenship and the ability to obtain and maintain the required security clearance.

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