DHA is seeking motivated Customer Service Centre and Customer Service Centre Complex Task Consultants to join the Customer Service Centre on a rotating shiftwork roster. Apply now and enjoy a rewarding career at DHA

Level: DHA3 & DHA4

Salary Range: DHA3 - $74,907 to $83,000 per annum plus 15.4% superannuation,

DHA4 - $84,157 to $90,998 per annum plus 15.4% superannuation

Location: Adelaide or Newcastle

About us

DHA was established in 1988 following passage of the Defence Housing Australia Act 1987 (DHA Act) to provide adequate and suitable housing for, and housing related services to, members of the Australian Defence Force (ADF) and their families. We remain committed to our purpose of providing housing, and housing related services, to ADF members and their families to support Defence’s operational needs.

DHA manages an expanding portfolio of housing solutions and provides housing for over 17,200 ADF members and their families and administers rent allowance for more than 16,000 ADF members and their families in private rental accommodation. DHA provides housing related services advising on eligibility, providing posting support, and managing bookings and allocation services for all DHA provisioned housing and on-base accommodation to approximately 60,000 ADF members.

To find out more about DHA, please refer to DHA.gov.au or read our latest Annual Report.

About your team

The Customer Experience branch is located within the Service Delivery Group of DHA. The Service Delivery Group is responsible for providing all housing and customer services to Defence members and their families. This includes managing DHA’s housing portfolio,



administering housing benefits in accordance with Defence policy and providing property care services to landlords.

The Customer Experience branch provides high-level housing and accommodation customer services to Defence, property investors, ADF members and their families. The branch is comprised of a dedicated Customer Service Centre (CSC) which delivers high quality service outcomes to all stakeholders and a Customer Experience team which is responsible for capturing customer insights through a range of channels, distilling core themes and using human-centred design principles to inform enterprise transformation initiatives and process design.

The CSC delivers Housing, Maintenance and Living in Accommodation customer services in an omni-channel environment and operates across sites in Adelaide, Townsville and Newcastle.

About the role

DHA’s Customer Service Centre provides a range of services to Defence members, landlords and third parties including the establishment of benefits, property care and lease advice. DHA’s Customer Service Centre provides a service for members 24 hours a day, 7 days a week.

This position is a Shiftwork position which means shifts may be allocated within, and outside the span of ordinary business hours. This may include early mornings, evenings/night, and weekends. For calls received after shift hours,



all staff are required to perform on-call duties as required by the business. When working after business hours or on-call, an additional allowance will be paid in line with DHA’s Enterprise Agreement.

As a Customer Service Centre Consultant (shiftwork), you will work under general supervision and be responsible for the administration of entitlements for Defence members, coordination of tenancy services and management of lessor enquiries governed by the parameters outlined in DHA’s Services Agreement. In the course of your duties, you will communicate with a range of internal and external stakeholders to provide comprehensive advice, support, and resolution of issues.

As a Customer Service Centre Complex Task Consultant (shiftwork), you will work under general supervision and be responsible for the administration of complex entitlements for Defence members, coordination of tenancy services and management of lessor enquiries governed by the parameters outlined in DHA’s Services Agreement. In the course of your duties, you will communicate with a range of internal and external stakeholders to provide comprehensive advice, support, and resolution of issues.

These roles are Non-ongoing Engagements for a period of up to 12 months with possibility of extension or permanency.

Benefits for working at DHA include:

- 15.4% superannuation
- Generous leave entitlements, including 18 days personal leave and 20 days annual leave per year
- Work-life balance and versatile working options
- A positive workplace culture where you can bring your whole self to work
- Opportunities to broaden your industry knowledge and experience
- Career progression and

📌 Customer Service Centre (Carrington)
🏢 Defence Housing Australia
📍 Carrington