Tenancy Officer

ABOUT THE ROLE

This role is responsible for delivering high quality customer services within our Aging in Place portfolio. The position covers all aspects of tenancy management, with a strong focus on achieving sustainable tenancies and creating opportunities for senior customers to thrive.

You will bring a strategic and proactive approach to supporting senior tenants, ensuring exceptional service delivery. The role requires a balance of tenancy management expertise, community engagement, and collaboration with external partners to ensure positive outcomes for customers.

Key Responsibilities:

• Tenancy Management: Deliver holistic tenancy services including customer sign-ups, settling-in visits, portfolio and case management, and enhanced customer engagement strategies.

• Customer Wellbeing: Conduct health and wellbeing visits, accurately record and report outcomes, and provide tenancy sustainment support.

• Property Portfolio Care: Oversee repairs, maintenance, communal upgrades, and block meetings to ensure safe and well-maintained homes.

• Stakeholder Engagement: Build and maintain strong relationships with external support agencies, safety networks, and other partners to achieve tenancy sustainment.

• Customer Service & Complaints Management: Respond promptly to customer enquiries, complaints, and grievances, ensuring a positive customer experience. Maintain quality homes and improve the environment of the property portfolio through conducting wellbeing visits, ensuring a case management approach towards the accurate recording and reporting of the outcomes of customer health and wellbeing visits, debt/account management, tenancy sustainment capabilities, repairs and maintenance issues, block meetings and communal upgrades.

What we look for in you:

• You are a collaborative, empathetic and outcome focused professional with excellent interpersonal and written communication skills. You thrive in a high-volume work environment and demonstrate cultural awareness, resilience, and strong advocacy skills.

To be Successful in this Role you Will:

• Demonstrated experience communicating clearly across all formats, with excellent report writing skills.
• Proven advocacy skills and a strong ability to support vulnerable tenants.
• Field-based experience supporting customers in their homes.
• Knowledge and experience of:
• Social housing operations and tenancy management.
• The NSW Residential Tenancy Act 2010, National Affordable Housing Scheme, and Affordable Housing programs.
• The NSW Civil and Administrative Tribunal (NCAT) processes.
• Proficiency with Microsoft Office and tenancy management systems.
• A Certificate III in Welfare or equivalent housing-related qualification (preferred).
• A current NSW Driver's Licence and a comprehensively insured vehicle.
• Strong self-motivation, efficiency, and a team-oriented approach.

Why Work For Hume:

As a leading community housing provider Hume houses 1 in every 1000 NSW residents. We own and/or manage over 4,500 affordable rental homes, throughout metropolitan Sydney and regional NSW. We build new properties, manage tenancies for owners and provide services and support to meet our diverse customers and community's needs. From essential workers to young people, families, people with disability, senior citizens, people experiencing homelessness and women fleeing family violence, we create opportunities for all our customers to prosper.

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.

• 35 hour working week
• Flexible work practices
• Salary packaging
• Career development opportunities

Our Team:

We are a diverse, dedicated, commercially minded and customer focussed organisation. We also believe that a good employee experience directly translates into a good customer experience. If you're passionate about social justice and consider access to safe sustainable and affordable housing a basic human right, there has never been a more exciting time to join our award-winning organisation

We are Champions of change | Creators of connectivity | Builders of resilience and determined to succeed

Hume Community Housing is committed to a workplace where our team members prosper, and diversity and inclusion are a valued part of our vibrant and connected working community. We encourage and welcome applications from all people including people with a disability, Aboriginal and Torres Strait Islanders, LGBTQIA, older people, and people from culturally and linguistically diverse backgrounds.