Customer Service Officer – Maintenance Focus

The organisation

HousingFirst is an award-winning, independent, not-for-profit organisation leading the way in how community housing is designed, financed, built and managed. By developing innovative partnerships and investment opportunities, HousingFirst creates beautiful homes for residents who pay rent within their means, minimising financial stress and giving them opportunity to achieve a higher quality of life.

With 35 years of financial, property development, tenancy, asset management and community development experience, we are in an exciting growth phase with the significant planned expansion of our property portfolio.

The Position

The Customer Service Officer is a key member of a dynamic, customer-focused team responsible for delivering exceptional service across multiple channels, including phone, email, and front reception with a strong focus on maintenance and will be the go-to team member for maintenance-based enquiries, work orders and follow-ups.

This role ensures enquiries from residents, applicants, and other stakeholders are resolved promptly and professionally, supporting First Contact Resolution wherever possible.

Working collaboratively within a cohesive team environment, the Customer Service Officer is a conduit helping create a positive, solutions-focused experience for all customers.

During the training period for this role, it will be full time in our St Kilda office, transitioning to a hybrid role.

Responsibilities include:

• Act as the first point of contact for residents, applicants, and internal and external stakeholders across multiple channels (including phone, email and front reception)
• Provide information, advice and assistance to help resolve tenancy, and facilities and maintenance issues in a professional and timely manner. Provide a welcoming, friendly, helpful, and professional front reception service to all residents, applicants, and visitors to the St Kilda Office.
• Maintain adequate stationery and kitchen supplies for the organisation.
• Maintain accurate data collection of information pertaining to service delivery across tenancy and maintenance enquiries
• Provide regular reports to the Coordinator, Customer Services on service activities and expenditure, complex issues and opportunities for system and process improvement.

As our ideal candidate you will have:

• Demonstrated experience in a customer service role, ideally within a community housing, property maintenance or related services sector or contact centre
• Sound knowledge of residential maintenance and related costs
• Experience in working effectively and compassionately with people with sometimes complex needs and challenging behaviours.
• Proven ability to operate digital tools and solutions to improve both customer and employee experience
• Experience with database and/or CRM systems, e.g., Zavanti.
• Well-developed interpersonal and relationship management skills.
• Proven ability to remain calm under pressure and to meet deadlines and tight timeframes.
• A proactive approach to resolving issues.
• Ability to work effectively with minimal direct supervision.
• Desire to be part of a values driven and community focussed organisation.

Our workplace is characterised by the values of integrity, respect, inclusiveness, collaboration and accountability. We offer attractive remuneration, salary packaging and flexible working conditions.

To be considered for this opportunity you must have Australian Citizenship or Permanent Residency Status. A National Police Check and Victorian Working with Childrens Check will also be required for the preferred candidate.

To apply please provide your resume and a cover letter outlining how you meet these requirements by clicking on the Apply tab.

If you have any questions around the role, please reach out to

HousingFirst acknowledges the Traditional Custodians of the lands on which we work and live. We pay our respects to Aboriginal and Torres Strait Islander cultures: and to Elders both past and present.

We are committed to the principles of social inclusion and aim to ensure that our workplaces, policies and services treat every person with respect and dignity, regardless of their gender identity, sexual orientation, ability, cultural background, ethnicity or religion.