THE ROLE

The Housing Customer Service Officers (HCSO) work within a supported, supervised environment to provide public housing information and assistance to people seeking accommodation, existing renters, community service organisations and government stakeholders to ensure enquiries are handled in a client-focused and timely manner in accordance with guidelines and policies.

HCSOs assist public housing renters, their advocates, contractors, local housing offices, external agencies and other departmental and government areas over the telephone, via e-mail and through other channels of communication.

The Housing Call Centre (HCC) is a fast-paced workplace and is everchanging according to directions provided by the Victorian Government. HCSOs initially embed their training knowledge by taking inbound calls relating to maintenance and then, based on performance, progress to various other tasks as part of their skillset.

Accountabilities Include





- Provide high quality service to clients in relation to routine housing information.
- Assess client queries for housing services and make decisions from a range of established policies and procedures, legislation and regulations specific to the role.
- Review and accurately process contractor invoice claims for payment.

Requirements

- Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa.
- Work eligibility will be checked as part of the recruitment process.
- Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.
- Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria.

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📌 Housing Customer Service Officer (Morwell)
🏢 Victorian Department of Families, Fairness & Housing
📍 Morwell