Senior Client Service Officer
Based in Parramatta, with flexible work locations across NSW
Employment Type: Ongoing Full Time
Salary –superannuation Clerk Grade 5/6 - $99,398 to $110,271 - plus employer's contribution to superannuation and annual leave loading.
Your role
The Senior Client Service Officer manages Tenant Initiated NSW Civil and Administrative Tribunal (TI NCAT) matters across Homes NSW Housing Services. This role provides specialist advice, guidance, and support to Client Service Teams, ensuring consistent practice and compliance with the Residential Tenancies Act ****. Operating at a state-wide level, the role oversees governance, reporting, and risk management, while proactively preventing disputes from escalating to TI NCAT matters.
What you'll do
As part of Homes NSW Housing Services, you will manage and coordinate Tenant Initiated NCAT matters across the state. You will oversee case progression, governance, reporting, and escalation processes, while working closely with Housing Portfolio regions and DCJ Legal to ensure timely and effective outcomes. You will provide expert advice on case management, review evidence, assess compensation and rent reduction claims, attend NCAT hearings when required, and contribute to continuous improvement through audits, training, and process development. You'll work collaboratively within a specialist, state-wide team in a professional and fast-paced environment.
What we're looking for
Proven experience managing NCAT cases, including Tenant Initiated matters
Strong understanding of relevant legislation, policies, and procedures guiding NCAT processes
Demonstrated ability to provide clear, practical advice and guidance to staff and stakeholders
Strong stakeholder engagement and negotiation skills, with the ability to manage risk and meet timeframes
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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 perks, including:
A challenging and rewarding career
Flexible, autonomous work environment
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
1 March *******: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
Roger Mclean
on ************ or at
******
or alternatively Breanna Walsh on ************.
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 April McCarthy 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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📌 Senior Client Service Officer (Sydney)
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