Overview

Work Type: Fixed-term - Full-time Salary: $62,104 - $79,753

Grade: HCSO

Occupation: Community services

Location: Gippsland - Latrobe

Reference: VG/362503

The Department of Families, Fairness and Housing (DFFH) works hard to create equal opportunities for all Victorians to live a safe, respected and valued life.

Our areas of focus are child protection, housing, disability, the prevention of family violence, multicultural affairs, LGBTIQA+

equality, veterans, women and youth. The work we do perks thousands of Victorians, particularly those who are disadvantaged and vulnerable.

We work in a variety of community-based settings, including people's homes, residential facilities and secure settings across metropolitan, rural and regional Victoria.

We are committed to developing and supporting a workforce that is well equipped and highly motivated. All jobs can be worked flexibly, and we encourage applications from Aboriginal and Torres Strait Islander people and people from diverse backgrounds and abilities.

If you're having any trouble viewing this ad and would like it or any attachments in an accessible format (such as large print), please don't hesitate to get in touch with the contact person listed on the ad.

For more information on working with us and our recruitment process, please visit Department of Families, Fairness and

Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)

THE ROLE The Housing Customer Service Officer (HCSO) works in 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 email and through other channels of communication.

The HCSOs deal with more complex situations and act as a local reference point in operational processes and procedures.

The Housing Call Centre (HCC) is a fast-paced environment, highly responsive to directions provided by the Victorian Government. HCSOs initially embed their training knowledge by handling inbound calls and emails relating to public housing applications and then, based on performance, progress to rent assist bond applications and moveable unit applications as part of their skillset.

ACCOUNTABILITIES INCLUDE

- Assess complex client queries for housing services and make decisions from a range of established policy, procedures and legislative requirements.
- Maintain a database and undertake research and analysis of the data on a range of housing queries.
- Contribute to operational service delivery and quality improvements.
- Act as a superintendent representative.

Please open the position description to read more.

HOW TO APPLY

Applicants are encouraged to apply online. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.

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.

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.

For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)

Please apply to submit your interest in this position.

Apply now

Applications close Wednesday 14 October 2026 at 11.59pm

Posted

30 September 2026

📌 Housing Customer Service Officer (Gippsland)
🏢 Victorian Government
📍 Gippsland