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Department: Housing Response Centre

Department/Agency: Department of Communities and Justice

Location: Liverpool, NSW, AU, 2170

Homes NSW

- Location – Liverpool
- Employment type – Talent Pool creation for future ongoing and temporary positions valid for up to 18 months.
- Salary – Grade 2/4 $82,533.00 to $95,482.00 pa plus superannuation, leave loading and many other benefits!

Your role

Homes NSW is seeking customer-focused, empathetic and solutions-driven professionals to join our Housing Response Centre. We are recruiting for two distinct but complementary roles within our Housing Services and Maintenance teams. Both roles play a critical part in supporting vulnerable people across NSW by delivering housing, maintenance and support services that improve lives and strengthen communities.

What you’ll do

Support clients seeking housing assistance and information by responding to enquiries, assessing needs, providing advice and coordinating access to housing products and services. You will help clients navigate available supports while ensuring timely and accurate service delivery.

Coordinate and manage maintenance requests for Homes NSW tenants by triaging enquiries, creating work orders, tracking repairs and ensuring maintenance outcomes are delivered efficiently and effectively.

Across both roles, you will:

- Respond to a high volume of phone and online enquiries from clients, stakeholders and members of the public.
- Assess customer needs and provide accurate advice, information and solutions.
- Coordinate actions, referrals, requests and service outcomes to support clients effectively.
- Undertake outbound calls for follow-up activities, wellbeing checks or maintenance coordination.




- Maintain accurate records across multiple systems and databases.
- Work collaboratively with internal teams, service providers and government stakeholders.
- Contribute to continuous improvement and service excellence initiatives.

What we’re looking for

We're looking for people who are passionate about helping customers and creating positive outcomes.

You will bring:

- Solid customer service and communication skills.
- The ability to build rapport and handle sensitive conversations with empathy and professionalism.
- Excellent problem-solving and decision-making capabilities.
- Strong administrative and computer skills, including the ability to navigate multiple systems.
- Resilience and adaptability in a fast-paced environment.
- A commitment to teamwork, diversity, inclusion and continuous improvement.

Additional Requirements for the Response Centre Operator Role

- Experience and/or exposure to building, construction, maintenance or property services is highly regarded. Relevant qualifications or practical experience within these fields may be required.

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.

Applications close

Sunday 6th September at 11:59pm AEST.

We are hosting an information session to help you learn more about the role on Wednesday 26th August at 6:00pm.

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager for Maintenance Response Centre contact Chloe Iskafi on or via email at or for Housing Response Centre Kathyrn Sullivan on or via email 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 Rania El Boustani on or via email at .

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.

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

The Welcome Experience

Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more:

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📌 Housing Response Centre Operators - Housing Response Centre - Homes NSW (City of Liverpool)
🏢 Nsw Department Of Communities And Justice
📍 City of Liverpool