Quality Officer Housing Contact Centre

2 weeks ago

Liverpool, Australia NSW Department of Communities and Justice Full time

Division: Homes NSW- Location: Liverpool, NSW, AU, 2170- Req ID: 65830**Quality Officer**
**Department of Communities and Justice**

**Housing Contact Centre**
- **Ongoing Full-Time Opportunity**:

- **Talent Pool will also be created to fill possible future vacancies**:

- **Location: Liverpool**:

- **Clerk Grade 5/6, Salary $93,102 - $102,941 plus employer’s contribution to superannuation and annual leave loading**

**Do you have a passion for customer service and would like to use your experience to help make a difference in our public housing operations?**

The Department of Communities and Justice (DCJ) vision is to empower all people to live fulfilling lives and achieve their potential in inclusive communities with a focus on breaking, rather than managing, disadvantage.

The Housing Contact Centre (HCC) is a 24/7 operation of approx. 450 staff. The centre delivers NSW clients access to social housing services, including Link2home crisis accommodation, Social Housing Applications and Rentstart bond loan.

The role offers a generous salary package and internal career progression, as well as flexible work agreements, including some ability to work remotely from home.

**The Role**

The Housing Contact Centre (HCC) is a 24/7 contact centre operation of approx. 320 staff. The HCC office is located in Liverpool, with a satellite office in Broken Hill, Bega, Kempsey and Port Macquarie. The centre delivers phone support to NSW clients with access to social housing services, including Link2home crisis accommodation, Social Housing Applications and Rentstart Bond Loan service.

As a Quality Officer your role will involve collaborating with a team to conduct audits of all contact centre processes to ensure effective operation within the current Quality Assurance framework. This will include identifying opportunities for continual improvement in customer service excellence and reduction in risk to our client.

**What we’re looking for**
- Excellent communication skills
- Strong knowledge or willingness to learn Housing Contact Centre services and knowledge systems
- Experience in using Quality Monitoring systems, such as Genesys SpeechMiner is desirable but not essential
- Fully functional, safe, and secure home office

Download the role description.

**What We Can Offer**
- Location - Liverpool
- DCJ Clerk Grade 5/6
- Salary range $93,102 - $102,941 p.a. plus employer's contribution to superannuation and annual leave loading.
- 4 weeks annual leave per year of service
- Generous salary packaging options and other fringe benefits
- Flexible work practices including some ability to work from home
- Opportunities for learning and development and Internal career progression

**We do work that really matters**

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

**Are you ready to join us?**

Click apply, attach a cover letter (maximum 1 page) outlining how you meet the requirements of the role as well as an up-to-date résumé (maximum 5 pages).

**Applications close** **11:59pm AEST Thursday March 28, 2024

**Got a question?**

Visit Recruitment adjustments on the DCJ website to learn more.

**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.

**Other Information**

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Your recruitment journey on the DCJ website.

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