Tenancy 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 identify.

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**

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.

**About 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.
- 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**

**Job Types**: Full-time, Permanent

**Salary**: $75,000.00 - $80,000.00 per year

**Benefits**:

- Referral program
- Salary packaging
- Work from home

Schedule:

- 8 hour shift

Supplemental pay types:

- Signing bonus

Ability to commute/relocate:

- Fairfield, NSW 2165