Tenancy Management Officer

**TENANCY OFFICER - Metro Sydney**

**ABOUT THE ROLE**

This role is responsible for delivering high quality customer service in all areas of tenancy management within a housing portfolio with the purpose of achieving sustainable tenancies and creating opportunities for customers to prosper in vibrant communities.

Your key responsibilities in this role will include:

- Provision of excellent tenancy management in a high-volume environment, through the holistic management approach from customer sign up, settling-in visits, proactive portfolio and case management, and enhanced customer engagement
- Maintain quality homes and improve the environment of the property portfolio through conducting wellbeing visits, ensuring a case management approach towards the accurate recording and reporting of the outcomes of customer health and wellbeing visits, tenancy sustainment capabilities, repairs and maintenance issues, block meetings and communal upgrades.
- Building and maintaining effective relationships with external support agencies, partners, safety networks and customers to achieve tenancy sustainment, and
- Knowledge and experience of managing complaints, ensuring timely responses to customer enquiries, complaints and grievances.

**WHAT WE LOOK FOR IN YOU**

You are collaborative and outcome focused with high levels of empathy and developed interpersonal and written communication skills. You will have experience pioneering quality customer service in a high-volume work environment and will have demonstrated your ability in relating to people from a diverse range of social and cultural backgrounds.

To be successful in this role, you will need to:

- Demonstrate experience of communicating clearly in all formats with excellent report writing skills,
- Demonstrated advocacy skills and a high degree of empathy
- Have field work experience supporting customers in their homes.
- Demonstrated experience and knowledge of social housing, The NSW Residential Tenancy Act 2010, National Rent Affordable Housing Scheme, Affordable Housing and experience in NSW Civil and Administration Tribunal (NCAT), and
- Be self-motivated, and pride yourself on being efficient, effective, customer focused and a team player.
- Preferred-Certificate III in Welfare or equivalent housing related qualification
- Have experience with Microsoft packages and tenancy management systems,
- Have a NSW Driver's licence and a comprehensively insured vehicle.

**WHAT YOU CAN LOOK FORWARD TO**

We are diverse, dedicated, fun and flexible. Most of all we are customer focused and welcome those who share our values and our purpose of providing people with opportunities to prosper.

Your contribution is rewarded and celebrated with great opportunities to build a career in an exciting, growing sector. We also offer.
- Above Award salaries
- 35 hour working week
- Flexible work practices
- Salary packaging
- Career development opportunities
- Access to EAP Counselling Services

**WHY WORK FOR HUME COMMUNITY HOUSING?**
- Our purpose is to create opportunities for people to prosper._

As a leading community housing provider Hume houses 1 in every 1000 NSW residents. We own and/or manage over 4,500 affordable rental homes, throughout metropolitan Sydney and regional NSW.

We build new properties, manage tenancies for owners and provide services and support to meet our diverse customers and community’s needs.

From essential workers to young people, families, people with disability, senior citizens, people experiencing homelessness and women fleeing family violence, we create opportunities for all our customers to prosper.

We work in collaboration with our customers and communities, listen to what they need so we can ensure our services are right and they have the best experience. It’s important that our customers stay at the heart of what we do, and why we do it.

You spend a lot of your waking hours at work, so we want to give you a workplace where you can really be your values-aligned self and feel appreciated. We want you to have the best work life balance you can, in your role.

At Hume, we know how to have fun, celebrate successes and are committed to providing a thriving organisational experience to our employees, where you too can prosper.

**NEW OPPORTUNITIES**

Hume’s 3 strategic pillars centre around, growth, social impact and being a thriving organisation. Hume is a profit for purpose organisation and as such must ensure that our structure, systems and processes are as effective and efficient as they can be, whilst ensuring we optimise our social impact.

This strategic ambition, along with new growth opportunities is creating new exciting career opportunities.

**OUR TEAM**

We employ professionals across corporate services, real estate services, property development and construction, asset management, customer services, tenancy management and stakeholder management and partnerships. We also employ social impact specialists experienced in c