Team Leader Housing Response Centre

Division: Homes NSW
- Location: Liverpool, NSW, AU, 2170
- Req ID: 77733

**Team Leader**

**Housing Response Centre**
- **Talent Pool only**:

- **Location: Liverpool**:

- **Shift Work 24/7 Roster**:

- **Clerk Grade 7/8, Salary $113,574 - $125,720 per annum plus employer’s contribution to superannuation and annual leave loading**

**Do you have a passion for customer service and would like to use your delivery and management experience to help make a difference in our social housing and maintenance operations?**
- The vision of Homes NSW is to empower all people to live fulfilling lives and achieve their potential in inclusive communities with a focus on breaking, rather than managing, disadvantage.
- The role offers a generous salary package and internal career progression.

**Your role**

The primary purpose of the role is to provide ongoing leadership, real-time support, direction and feedback to a team of Client Service Officers. You will work closely to facilitate the delivery of quality service outcomes to achieve Homes NSW objectives. You will also manage contact centre escalations and major incidents.

To be successful in this role you will need proven management experience and be able to demonstrate the ability to deliver business outcomes whilst leading a team in a high-volume contact centre environment

**What you’ll do**
- Providing real-time and ongoing leadership, direction, support, and feedback to staff and managers.
- Working closely with staff and management to deliver quality service and operational outcomes

**What we’re looking for**

The successful applicant will have:

- Strong sense of social awareness and commitment to quality customer service.
- Know how to lead and inspire a team to achieve effective client outcomes
- Demonstrated experience in team management in a high paced, KPI driven and dynamic work environment.
- Ability to work across a 24/7 roster
- Call centre management/supervisor experience including _Genesys_ telephony system is desirable, but not essential
- Download the Role Description

**What We Offer**
- We offer a variety of benefits, including:

- Location - Liverpool
- DCJ Clerk Grade 7/8
- Salary range$113,574 - $125,720 per p.a. plus employer's contribution to superannuation and annual leave loading.
- 4 weeks annual leave per year of service
- Generous salary packaging options and other fringe benefits
- Opportunities for learning and development and Internal career progression
- Want more information? Visit our website to see more information on Working for us.

**We do work that really matters**
- Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

**Are you ready to join us?**
- Click apply, attach a cover letter (maximum 2 pages) outlining how you meet the requirements of the role as well as an up-to-date résumé (maximum 5 pages).

**Applications close**11:59 pm Sunday October 5, 2025

**Got a question?**
- Visit Recruitment adjustments on the DCJ website to learn more.

**Inclusion and Diversity lies at the heart of how we recruit**
- We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.
- To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

**Other Information**
- A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

**_ The Welcome Experience_**:

- The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW’ page.