You know how to walk into a busy service environment, work out what matters most and get a team moving in the right direction.

You’re warm with people, but you’re not afraid of accountability. You can coach someone through a difficult conversation, give clear feedback when standards slip and make firm calls without making people feel like they’ve just been steamrolled.

When the queue starts building, priorities compete and everyone suddenly thinks their case is urgent, you don’t panic. You triage, make decisions, allocate work properly and keep the team focused.

You’re also not the kind of leader who sends every problem to their manager.

You like taking things off your manager’s plate. You’re comfortable making judgement calls, solving problems and translating direction into action without needing every step mapped out for you.

You’ve probably worked somewhere before where poor systems, unclear expectations or disorganisation made your job harder than it needed to be.

Now you want something different.

You want a company that actually cares about how the team works. One with clear direction, good people, supportive leadership and enough trust for you to genuinely own your area.

This is the Team Leader, Tenant Experience role with Vera Living.

Vera Living supports people with severe disability to live independently, and the Tenant Experience team sits right at the centre of that relationship.

The team is growing - currently around seven Tenant Support Specialists - looking to reach 10 in 18 months, and this role is being created because the Head of Tenant Experience needs a strong leader who can take genuine ownership of the team’s day-to-day operation.

Your job is to create a Tenant Experience function that resolves tenant needs reliably,



safely and at scale. That means staying across case queues, allocating work according to complexity and risk, preventing bottlenecks, coaching the team, directing escalated matters and making sure difficult cases don’t simply drift.

But further from this, the vision for this department is unreasonable hospitality. The goal is for you to make the best customer service team there is in the SDA space. We want you to make the service so fantastic that you go beyond general expectations to make tenants feel heard, seen and valued.

You’ll also personally handle the more complex end of tenant support - complaints, sensitive finance questions, strained household relationships and situations where a tenant may be at risk of leaving.

Vera has recently made significant system changes to prepare for growth. The long-term direction is stronger, but those changes have also created a backlog and longer response times than the team wants.

Service-level performance has historically sat around 90%, but recent system issues saw that drop significantly. Your challenge is to help get the queue under control, restore consistency and build a team that can maintain strong service standards as Vera continues to scale.

This isn’t a role for someone who wants to simply supervise a roster and escalate anything difficult.

You’ll be expected to understand the numbers,



love KPIs and performance data, spot patterns in caseloads and queues, and use that information to improve how the team operates.

You’ll have clear outcomes to own, including service-standard performance, case quality, queue ageing and the quality of escalated case management.

The leadership style at Vera is trust-based and empowering. Leaders set direction and success measures, then expect capable people to execute. They actively dislike micromanagement, invest in coaching and want high performers to have room to make decisions and improve things.

And Vera itself is growing. The business is expanding through new developments, acquisitions and transfers from other providers, restructuring its national tenant support function and improving its service delivery model. The longer-term goal is to triple tenant numbers while continuing to improve service for vulnerable people.

So you’re not stepping into something static.

You’ll be joining while systems, processes and practices are still evolving, which means there's a genuine opportunity to put your mark on how this function works.

The culture is high-performing, fast-moving, respectful and solutions-focused. People take the work seriously without taking themselves too seriously, and the business puts real emphasis on honesty, learning and having everyone’s voice heard.

The role is Sydney-based, with a minimum of three days in the office and two days working from home. The office is directly across from Central Station and close to the light rail. Vera also provides additional paid leave for wellbeing, career development or study, and volunteering or charitable work.

If this ad got you excited, apply now!

📌 Team Leader for Tenant Experience: Build a High-Performing Service Team (Sydney)
🏢 Talent X
📍 Sydney