Team Leader

**TEAM LEADER, Repairs & Maintenance - Regional**

**WHY JOIN US?**

Community Housing Providers like Hume are leading the largest growth in affordable housing that Australia has seen since the 1990’s. The Federal Government’s $10 billion Housing Australia Future Fund has earmarked 30,000 new social and affordable housing properties - this means Hume is growing too.

With more than 30 years’ experience, we cover all aspects of community housing. We own and/or manage over 4,500 homes and support almost 9,000 customers across metropolitan and regional NSW.

With your help, all Australians can build the foundations of a brighter future.

**ABOUT THE ROLE**

We currently have an exciting opportunity for a values aligned individual to join the team in the position of Team Leader - Customer Service (Repairs and Maintenance).

You will be responsible for leading a team of Customer Service Centre representatives, that manage Hume’s Repairs and Maintenance services and ensure that they deliver a positive customer experience. With specialist knowledge of responsive maintenance programs and asset management, you will support the Customer Service Centre to manage responsive repairs and planned maintenance enquiries within set KPI’s and agreed service levels.

In this role your responsibilities will include but may not be limited to;
- Creating a strong customer centric culture and delivering a customer experience that is high trust and low effort and actively promotes cross team collaboration
- Ensuring the Customer Service Centre deliver on KPIs and Service levels and within our responsibilities as a landlord under the Residential Tenancies Act
- Developing initiatives that enhance customer and contractor communication
- Delivering a transparent and accountable service to our stakeholders through regular reporting
- Reviewing and approving repair quotes against SOR codes and within budget, to ensure value for money
- Promoting and supporting general customer service functions

**WHAT WE LOOK FOR IN YOU**

You will be representing Hume, assessing customer needs and supporting customers to thrive and prosper, so to be successful in this role you will have:

- Team leader experience in a similar role or industry
- Be able to demonstrate experience driving and supporting continuous improvement initiatives
- Experience in Quality Assurance
- Demonstrated experience coordinating the prioritisation and management of repairs and maintenance
- Performance analytics and reporting skills
- Call centre systems experience
- Asset Management technical repair skills (preferable)
- Invoicing and Budgeting skills
- A background of community housing or welfare industry experience (desirable)
- Able to accommodate flexible start and finishing times - hours vary from 8am to 7pm

We need you if you love our values, have a passion to learn and help others, are self-motivated and pride yourself on being customer focused and a team player. It is essential that you can communicate clearly in all formats with excellent report writing skills.

**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
- Long service leave after 5 years
- Salary packaging
- Career development opportunities
- Access to EAP Counselling Services

**OUR TEAM**

We employ experts across corporate services, real estate services, property development and construction, asset management, rental property procurement, property maintenance and tenancy management. We also employ social impact specialists experienced in case management, neighbourhood programs and community initiatives to provide customers with opportunities to prosper.

**We are**:_**Champions of change | Creators of connectivity | Builders of resilience | Determined to succeed**_
- 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._

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

**Salary**: $85,000.00 - $90,000.00 per year

**Benefits**:

- Referral program
- Salary packaging
- Work from home

Schedule:

- 8 hour shift

Supplemental pay types:

- Signing bonus

COVID-19 considerations:
Safety measures are implemented across all Hume Housing offices

Ability to commute/relocate:

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

Work Authorisation:

- Australia (required)