Customer Service Officer

**About us**

Hume Community Housing is a sector-leading Community Housing Provider that operates from the principles that access to a safe, secure and appropriate home is a fundamental human right, and that homelessness is an experience not an identity.

Currently, Hume provides homes and services to more than one in every 1,000 residents of NSW. Hume’s purpose is “To Create Opportunities for People to Prosper”. We develop and construct new properties, undertake the tenancy and property management of social and affordable housing, as well as housing for people with a disability, and provide services and support to our diverse customers through a range of partnerships and in-house programs. Hume engages with customers to provide housing options, maintain their tenancies, build resilience and participate in local community life. Hume’s goal is to support our customers to thrive and prosper. Hume works within a collective impact approach, working with community stakeholders and identifying appropriate partners to design and deliver services that are tailored to locally driven need.

We are a values-driven organisation, so it is important that you share and reflect our values:

- We are Champions of change, Creators of connectivity, Builders of resilience and Determined to succeed._

**About the Role**

Due to our continued growth, we have an exciting opportunity for value aligned individuals to join our team in the position of Customer Service Officer.

As Customer Service Officer (CSO) you will be responsible for delivering a high-quality customer experience to internal and external customers. The CSO role is integral to ensuring our customers’ needs are at the centre of what we do and that we provide an end-to-end service and deliver a faultless and consistent experience.

Duties included in this role are (but not limited to):

- Providing an outstanding and consistent level of service to our customers managing enquiries from the beginning to end, ensuring timely resolution for the customer
- Making referrals to specialised officers or support services where needed
- Monitoring and progressing repairs and maintenance enquiries in accordance with terms of contract and program conditions.
- Providing customers tenancy advice utilising with Hume Policy, Procedures, and the Residential Tenancy Act

**About you**

You will have experience of working with different customer groups and using a variety of engagement methods to build strong internal and external relationships with different stakeholders. To be successful in this role you will have:

- Outstanding communication and planning skills, with the ability to problem solve and take ownership of varied customer enquiries, set expectations, and ensure that they are managed through to resolution
- High volume customer service-based experience, both in person and over the phone
- Ability to manage multiple administrative tasks and work within a fast-paced environment using a variety of IT systems
- Ability to resolve customer queries and complaints to a high standard
- Ability to interact with a broad range of internal and external stakeholders of various levels and work as part of a larger Customer Experience team
- Understanding of and capacity to relate to people from a diverse range of social and cultural backgrounds
- Intermediate Microsoft Word, Excel and Outlook and experience using a CRM system
- Previous experience in property maintenance, scheduling/coordination or a Social Welfare sector role would be highly advantageous

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.

**Why work for us?**

A career in community housing is extremely rewarding, knowing you can contribute to positive social impact and work towards generational change.

Hume offers above Award salaries, 35 hour working week, flexible working arrangements, long service leave after 5 years, salary packaging, career development opportunities and access to great technology; utilising social media to communicate with other employees. We are a terrific organisation which is truly values led and focused and committed to our purpose, which is to create opportunities for people to prosper.

Working for a not for profit also allows you to increase your take home pay by salary sacrificing into your everyday expenses. Meaning you pay less tax and could equate to $5K + extra in take home pay per year.

**How to Apply**

**Salary**: $68,000.00 - $70,000.00 per year

**Benefits**:

- Referral program
- Work from home

Schedule:

- 8 hour shift
- Flexible hours
- Monday to Friday

Ability to commute/relocate:

- Maitland, NSW 2320: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (required)