Response Centre Operator

Division: Homes NSW

Location:
Liverpool, NSW, AU, 2170

Req ID: 77687

Response Centre Operator – Maintenance Operations

Location – Liverpool

Employment type – Talent Pool for future ongoing and temporary positions

Salary – Clerk Grade 2/4, $80,129-$92,701 pa, plus employers' contribution to superannuation and annual leave loading

Opportunities for learning, development, and internal career progression.

The Maintenance Response Centre operates 24/7 365 days a year and employs around 180 staff to provide responsive maintenance solutions to social housing properties in NSW, utilising various channels such as telephone, email, and online platforms to cater to our clients' needs effectively.

Your new role offers a generous salary package and internal career progression.

Your role

As a Response Centre Operator, you will be the first point of contact for social housing tenants across NSW, providing timely and empathetic support for maintenance issues. Your role is critical in ensuring properties are safe, functional, and well-maintained by accurately assessing and progressing requests via phone, email, and online platforms. Working in a fast-paced, 24/7 environment, you will contribute to delivering essential services that directly impact the lives of vulnerable individuals and families.

What you'll do

Your passion for making a difference will be rewarded, knowing you are solving problems for those in need by putting your customer service experience and knowledge to work to deliver the best possible outcomes.

You will do this by:

• Responding to our social housing tenants by phone, online, or email, with understanding and empathy to provide accurate and appropriate maintenance advice, that not only meets the asset requirements, but meets the needs of our tenants which can be complex at times.
• Keeping track of multiple maintenance requests and activities, ensuring they are progressed and managed end-to-end to deliver optimum service outcomes.

What we're looking for

We're looking for dynamic, empathetic, and solutions-focused individuals who thrive in fast-paced environments and are committed to delivering outstanding service. To be successful in this role, you will need to demonstrate:

• A strong client focus and commitment to delivering high-quality customer service.
• The ability to think on your feet and apply practical problem-solving skills to resolve a wide variety of maintenance issues.
• A collaborative mindset — you're a team player who supports others, shares knowledge, and contributes to a positive team culture.
• Confidence and professionalism when engaging with tenants, contractors, tradespeople, and internal stakeholders.
• Excellent communication skills — you can explain complex maintenance matters clearly and patiently to people from diverse backgrounds.
• Excellent computer navigation skills with the ability to work across multiple systems and screens simultaneously.
• The ability to prioritise and manage competing demands while maintaining attention to detail.
• A high level of initiative and the ability to think outside the box when faced with non-standard requests or issues.
• Commitment to ongoing learning through both in-person and virtual training.
• Willingness and flexibility to work across a 24/7 rotating roster, including nights, weekends, and public holidays.
• Relevant qualifications or a good understanding of general and reactive building maintenance, including common issues in plumbing, electrical, carpentry, and safety.
• Current working knowledge of the Australian Building Code and Australian Standards will be highly regarded.
• Previous Call Centre or customer contact experience is desirable but not essential.

Download the role description.

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To apply directly via the DCJ Careers site click here. Search for the job and click the 'Apply now' button.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career

• Competitive pay and conditions

• Training and development opportunities to build and maintain capabilities

• Health & Wellbeing and Employee Assistance Programs.

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.

Apply now and join Australia's top public sector employer where we will support you and provide an exciting and flexible working environment

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 Tuesday, 23 September 2025 at 11:59pm AEST.

Got a question?

For more information about the role or what it's like to work for DCJ, please contact the hiring manager Fatima Moghni on or at

If you've got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call Syvonne Pereira on or via

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.

For more information visit Applying for DCJ jobs on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.

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