Department: HS Northern – Banora Point NSW

$82,533 - $95,482 a year

Full time, Permanent

1d ago , from Department of Communities and Justice NSW

Client Service Officer – Housing & Homelessness
Northern District | Homes NSW

- Location: Tweed Heads NSW
- Talent Pool creation – office-based position, five days per week
- Salary range $82,533 - $95,482 plus superannuation & annual leave loading
- Opportunities for learning, development, and internal career progression

See the role before you apply: Day in the Life of a Client Service Officer

Hear directly from our team and get an authentic insight into what it's like working as a Client Service Officer. Learn about property visits, supporting vulnerable clients, working in the community, and the rewarding opportunities that come with helping people sustain their housing.

https://www.youtube.com/watch?v=ZOo2_XlRmOY

Your role

Client Service Officers are the public face of Homes NSW, providing critical services and quality advice to clients, including people with complex support needs.

This is a rewarding role where you will work directly with tenants, housing applicants, advocates and support services to help deliver positive housing outcomes. You'll support people experiencing homelessness, those at risk of homelessness, and social housing tenants to access and sustain protected and stable housing.

We're looking for people who combine empathy with resilience, can build strong relationships, work independently, and are committed to delivering excellent customer service.

No two days are the same. You may be assisting a client at the service counter, conducting a property inspection,



supporting a tenant experiencing challenges, or working with partner agencies to help someone access housing assistance.

What you’ll do

The Client Service Officer works directly with a range of support services and clients in their homes, in the office, and throughout the community to deliver housing assistance tailored to client needs.

Tenancy Team:

You will:

- Visit tenants in their homes on a regular scheduled basis.
- Work with tenants to address tenancy-related issues, including rent arrears, property care concerns, tenancy obligations, anti-social behaviour and neighbourhood matters.
- Work with clients at the counter, over the phone and in the community.
- Ability to link in with and collaborate with a range of Government and non-Government services to provide specialist support to individuals and families to assist in sustaining tenancies identifying and addressing barriers to successful engagement with HOMES NSW

Temporary Accommodation Team:

You will:

- Work with tenants to address tenancy-related issues in line with relevant operational policies, procedures and guidelines, including rent arrears, property care concerns, tenancy obligations, anti-social behaviour and neighbourhood matters.
- Liaise with Specialist Homelessness Services (SHS), community housing providers,



support agencies, and internal Homes NSW teams to ensure clients receive appropriate support and housing pathways.
- Respond to urgent and complex client matters, ensuring clients are supported safely and appropriately.

Letting Team:

You will:

- Match approved applicants to suitable housing opportunities in accordance with policy and client needs.
- Work directly with housing applicants, tenants, support providers and advocates to facilitate housing offers and allocations.
- Manage the end-to-end letting process, including property offers, viewings and tenancy commencement activities.
- Work collaboratively with internal teams to minimise vacancies and maximise housing outcomes.

Tenancy and Access Hub Team:

You will:

- Respond to enquiries from tenants, housing applicants, support services and community members via phone, online channels and service counters.
- Assess and process a broad range of housing assistance requests, applications and service enquiries.
- Provide advice on available housing options, support pathways and Homes NSW services.
- Contribute to positive client experiences by delivering timely, accurate and professional service.

Private Rental Pathways Team:

You will:

- Provide advice and assistance regarding private rental products, subsidies and support programs.
- Work directly with clients, real estate agents, landlords, community partners and support services to facilitate private rental outcomes.
- Assess eligibility and process applications for private rental assistance programs in accordance with policy and guidel

📌 Client Service Officer (Banora Point)
🏢 Department: HS Northern
📍 Banora Point