Director of Service Operations
3 days ago
Join our dynamic team as the Director of Service Operations Lead, innovate, and make a difference in our Customer Service Centre. Apply now
DHA was established in 1988 following passage of the Defence Housing Australia Act 1987 (DHA Act) to provide adequate and suitable housing for, and housing related services to, members of the Australian Defence Force (ADF) and their families. We remain committed to our purpose of providing housing, and housing related services, to ADF members and their families to support Defence's operational needs.
DHA manages an expanding portfolio of housing solutions and provides housing for over 17,200 ADF members and their families and administers rent allowance for more than 16,000 ADF members and their families in private rental accommodation. DHA provides housing related services advising on eligibility, providing posting support, and managing bookings and allocation services for all DHA provisioned housing and on‑base accommodation to approximately 60,000 ADF members.
To find out more about DHA, please refer to DHA.gov.au or read our latest Annual Report .
The key duties of the position include
About your team
The Service Delivery Group is responsible for providing all housing and customer services to contractors, landlords, ADF members and their families. This includes managing DHA's housing portfolio, administering housing benefits and providing property care services to landlords.
The Service Delivery Group are responsible for supporting DHA to meet its strategic outcomes through:
- Operational delivery of tenancy, landlord and property management functions across regions.
- Administration of housing benefits in accordance with Defence policy,
- Provision of DHA's asset management function, delivery of upgrades work, Defence construction projects and contract management functions.
- Provision of operational training content for Service Delivery staff.
- Provision of specialised customer service and property management
- Provision of high‑level contract management and tender support to a national panel of repairs and maintenance contractors
- Ensuring property repairs, maintenance and asset management are planned, co‑ordinated and standardised.
About the role
In this role, you will be a strategic leader within the Customer Experience branch, dedicated to achieving strong operational performance outcomes for the Customer Service Centre. You will be responsible for meeting operational and financial performance targets, effective workforce planning, and ensuring all contractual requirements are fulfilled.
You will lead a geographically diverse team, ensuring that business outcomes align with corporate objectives. Through supportive coaching and performance management, you will empower your team to deliver exceptional customer service to all stakeholders. You will provide clear guidance and direction to foster a high‑performing and engaged team. Building strong and honest relationships with high‑profile stakeholders, based on an ethical foundation, will be a key aspect of your role.
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Mount Gambier, Australia Defence Housing Australia Full timeDirector of Service Operations – Customer Service Centre Job no: 493668 Work type: Full Time, Full Time / Part Time Location: Adelaide Classification: Executive Level 2 About us DHA was established in 1988 following passage of the Defence Housing Australia Act 1987 (DHA Act) to provide adequate and suitable housing for, and housing related services to,...
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