Housing Services Manager

**Introduction**:
Housing Services Manager
**Location**: Melbourne
**Employment type**: Permanent Full Time
**Salary**: $135,000 - $150,000 plus 12% superannuation and salary packaging
Make a difference where it matters most
At Housing Choices Australia, we believe everyone deserves a safe and affordable home. We are a leading not-for-profit housing provider committed to building inclusive and thriving communities. Our Five-Year Strategic Plan (2024-29) prioritises people and aims to deliver social impact, sustainable growth, and empowered teams.
Join us in building a better future, one home at a time.
Why you will love working with us
Join a passionate, purpose-driven team where your work creates lasting impact, and your wellbeing, growth, and individuality are genuinely valued.
Purposeful impact - make a meaningful difference in people’s lives by supporting inclusive, safe, and affordable housing.
Growth and development - enhance your skills and advance your career through tailored learning opportunities.
Balance that works - enjoy 5 weeks annual leave and flexible working arrangements suited to your lifestyle.
Valuable benefits - increase your income through salary packaging, salary continuance insurance, and 16 weeks of paid parental leave.
Supportive culture - be recognised and celebrated in an inclusive, values-driven workplace.
**Description**:
About the role
We are seeking a Housing Operations Team Leader to lead our Melbourne-based housing services team. You will oversee tenancy management services across a broad and dynamic portfolio. This is a hands-on leadership role requiring strong decision-making, team coaching, and a focus on consistent, high-quality outcomes for residents.
**Key responsibilities**:
Manage a team delivering tenancy management services across various programs
Provide coaching, performance feedback, and on-the-job development
Oversee rent management, complaints, property handovers and tribunal representation
Ensure delivery against compliance, policy and KPI standards
Lead reporting, risk mitigation and continuous service improvement
Build collaborative partnerships with property, support services, and external agencies
About the team
The Customer Services division is central to delivering responsive, resident-focused services that foster safe, inclusive, and supportive housing communities. We design and implement housing services that prioritise resident wellbeing, accessibility, and satisfaction, utilising customer insights to inform continuous improvement. It ensures residents receive personalised support aligned with their diverse needs, enhancing quality of life and community connection.
**Skills and Experiences**:
About you
**You’ll bring**:
Minimum 3 years’ experience in operations or tenancy management, ideally within the community housing sector
Strong knowledge of tenancy legislation, service delivery, and housing operations
Proven leadership and team management experience, with the ability to coach and develop others
Exceptional interpersonal and stakeholder engagement skills
Experience resolving complex tenancy issues and representing in formal proceedings
Confidence managing systems, data, KPIs, and compliance reporting
A collaborative, inclusive and values-driven approach to leadership
You must agree to undergo any required employment screening, including but not limited to a National Criminal History or Police Check, Working with Children or Vulnerable Persons Check, and NDIS Worker Screening Check.
Even if you do not meet every requirement, we encourage you to apply. We value unique experiences and perspectives.
Our values in action
**Everything we do is guided by our shared values**:
Putting people first - we listen, respect, and respond to our communities.
Working together - collaboration helps us achieve better outcomes.
Doing the right thing - we act with integrity and accountability.
Acting boldly - we innovate to address current housing challenges.
We are committed to a strategy that supports tenant wellbeing, organisational growth, environmental responsibility, and workforce empowerment.
Belong at Housing Choices
How to apply
For further information, please contact Chelsea Isaacson, People & Culture Business Partner on (03) 8636 9408.
If you do not meet every requirement, please still apply, as we value potential and diverse experiences as much as a perfect CV.
**Disclaimer**: To the best of Housing Choices Australia’s knowledge, this information is valid at the time of publication.
Agencies, thank you for thinking of us, but our recruitment is managed internally, and we will reach out to our preferred suppliers if we need assistance