Service Quality and Performance Trainer

Job no: 493762

Work type: Full Time, Full Time / Part Time

Location: Darwin, Brisbane, Perth

Classification: DHA Level 5

About us

DHA was established in 1988 following passage of the Defence Housing Australia Act 1987 (DHA Act) to provide adequate and suitable housing for, and housing related services to, members of the Australian Defence Force (ADF) and their families. We remain committed to our purpose of providing housing, and housing related services, to ADF members and their families to support Defence's operational needs.  

DHA manages an expanding portfolio of housing solutions and provides housing for over 17,200 ADF members and their families and administers rent allowance for more than 16,000 ADF members and their families in private rental accommodation. DHA provides housing related services advising on eligibility, providing posting support, and managing bookings and allocation services for all DHA provisioned housing and on-base accommodation to approximately 60,000 ADF members. 

To find out more about DHA, please refer to or read our latest Annual Report.

About your team

The Service Delivery Group is responsible for providing all housing and customer services to contractors, landlords, ADF members and their families. This includes managing DHA's housing portfolio, DHA's housing assets and providing property care services to landlords.

About the role

The SQP Trainer will be responsible for the design and delivery of training activities in geographically dispersed that support Service Delivery staff to provide standardised, high quality customer service. This role is critical in ensuring that DHA's frontline staff have access to contemporary training, ongoing support and capability development pathways.

You will work in partnership with Service Quality & Performance colleagues to ensure that Service Delivery staff have access to the support and development they need to deliver excellent results to our customers. This may include, but is not limited to, delivering induction training for new starters, refresher training for experienced staff and deploying training to support urgent changes to legislation, internal policy or DHA's operating environment.

This is a Non-ongoing Engagement for a period of up to 12 months with possibility of extension or permanency.

Benefits for working at DHA include:

• 15.4% superannuation
• Generous leave entitlements, including 18 days personal leave and 20 days annual leave per year
• Work-life balance and flexible working options
• A positive workplace culture where you can bring your whole self to work
• Opportunities to broaden your industry knowledge and experience
• Career progression and opportunities
• A dedicated Employee Assistance Program for you and your family to access in times of need
• ADF partner employment conditions when posting to a new location

For information on DHA's Employee Value Proposition, visit our website.

How to apply

To apply, click the Apply Now button below with your current resume and a 500-word pitch, addressing the requirements of the role.

For more information about the role, click View Candidate Information Pack button below.

Applications close: 11:55pm AEST Tuesday 12 November 2025. Any questions? Please contact James Warren, Service Quality and Performance Manager T: E:     

Order of Merit

A merit pool will be established from this process which will be valid for 18 months from the date of advertising. This merit pool may be used throughout this period to fill similar positions in the event positions become vacant.

Inclusion and Diversity

DHA is committed to building an inclusive and diverse workforce. We welcome applications from across our community including, Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, ex-defence members, mature aged employees and carers.

RecruitAbility

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit:

Eligibility

Employment with DHA is conditional on successful applicants demonstrating that they are an Australian citizen and can obtain and maintain a security clearance at the required level.

View Candidate Pack