Senior Client Service Officer | Northern District

NSW Department of Communities and Justice – Tweed Heads NSW

Senior Client Service Officers
Housing Services
Northern District

Location: Tuggerah, Newcastle, Lismore, Tweed Heads
Salary: Clerk Grade 5/6 | $102,936 to $113,597, plus superannuation and annual leave loading
Employment type: ongoing and temporary opportunities available including the creation of a talent pool

Make a genuine difference in the lives of people who need it most

Your Role

Homes NSW is seeking passionate, client-focused professionals to join our Housing Services team. We are recruiting for Senior Client Service Officer opportunities across two streams:

- Senior Client Service Officer (Specialist) — Private Rental Pathways team, Specialist Hub
- Senior Client Service Officer (Generalist) — Tenancy, Local Access, Letting, and the Tenancy and Access Hub

The Specialist SCSO position is aligned to the Private Rental Pathways team and Specialist Hub has a strong focus on supporting clients to access and sustain tenancies through the social housing service system and private rental pathways.

This includes managing private rental products, subsidies, reviews, assessments and related processes, providing specialist advice and support to clients with complex housing needs, and coordinating appropriate supports with local services.

The Generalist SCSO position supports service delivery across Tenancy, Local Access, Letting, and the Tenancy and Access Hub. This role provides senior operational support across core housing services, working alongside Client Service Officers and the leadership team to strengthen practice, resolve complex enquiries,



support consistent decision-making, and drive service excellence.

The role helps clients access and maintain housing while contributing to positive tenancy, housing and customer service outcomes.

What you’ll do

Senior Client Service Officer (Specialist) — Private Rental Pathways Team

As a Specialist, you will work with clients experiencing complex housing and support needs and play a key role in coordinating services and driving sustainable outcomes.

You will:

- Provide specialist advice and senior practice support to clients with complex housing and support needs.
- Coordinate referrals, warm handovers and collaborative support arrangements with local services, government agencies and community organisations.
- Assess eligibility, process applications, manage reviews and monitor private rental assistance products, subsidies and tenancy sustainment options.
- Work with Client Service Officers, Team Leaders and Housing Managers to resolve complex matters, strengthen decision-making and support consistent service delivery.
- Maintain accurate records, complete required reporting and compliance activities, and contribute to continuous improvement across specialist service delivery.

Senior Client Service Officer (Generalist) — Tenancy, Local Access, Letting,



and Tenancy and Access Hub

As a Senior Client Service Officer, you will support clients to access and maintain housing services while delivering high-quality customer outcomes.

You will:

- Provide senior support to help clients access housing assistance, sustain tenancies and navigate available services.
- Respond to complex tenancy, housing assistance, allocation, letting and client enquiries, applying sound judgement, policy knowledge and a strong customer service focus.
- Work collaboratively with Client Service Officers, Team Leaders, Housing Managers and internal and external stakeholders to resolve issues, support consistent decision-making and deliver positive outcomes for clients and communities.
- Support and coach Client Service Officers by sharing knowledge, modelling positive practice and building capability in service delivery, policy application and client engagement.
- Provide expert advice to Client Service Officers and the leadership team on complex matters to support consistent, timely and high-quality service responses.
- Exercise delegated decision-making within policy and legislative requirements, ensuring decisions are well-informed, documented and focused on achieving fair and appropriate client outcomes.

Across both roles, you will:

- Deliver high-quality, client-centred housing services.
- Assess client needs and identify appropriate solutions and supports.
- Mentor and support Client Service Officers to strengthen service delivery outcomes.
- Build effective relationships with clients, stakeholders and service providers.
- Exercise sound judgement,

📌 Senior Client Service Officer | Northern District (Tweed Heads)
🏢 Nsw Department Of Communities And Justice
📍 Tweed Heads