Customer Service Officer

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Introduction:
Make a difference where it matters most

At Housing Choices Australia, we believe everyone deserves a safe and affordable home. We are a leading not-for-profit housing provider committed to building inclusive and thriving communities. Our Five-Year Strategic Plan (2024–29) prioritises people and aims to deliver social impact, sustainable growth, and empowered teams.

Join us in building a better future, one home at a time.

Why you will love working with us

Join a passionate, purpose-driven team where your work creates lasting impact, and your wellbeing, growth, and individuality are genuinely valued.

Purposeful impact – make a meaningful difference in people’s lives by supporting inclusive, safe, and affordable housing.
Growth and development – enhance your skills and advance your career through tailored learning opportunities.
Balance that works – enjoy 5 weeks annual leave and flexible working arrangements suited to your lifestyle.
Valuable benefits – increase your income through salary packaging, salary continuance insurance, and 16 weeks of paid parental leave.
Supportive culture – be recognised and celebrated in an inclusive, values-driven workplace.

Description:
Customer Service Officer

Location: Adelaide

Employment type: Permanent Full Time

Salary: $ 78,211 plus 12% superannuation and salary packaging

About the role

You will be the first point of contact for our residents and communities—providing high-quality support across phone, email, live chat and in person.

You’ll play a vital frontline role in helping residents feel heard, valued and supported, while also helping the wider organisation deliver excellent services.

This role is ideal for someone who thrives on variety, enjoys helping people, and brings great energy to every interaction.

Deliver first-response customer service aligned to Housing Choices’ National Housing Service Standards
Manage a high volume of enquiries across phone, email, reception, live chat, and social media
Resolve a wide range of queries on housing applications, maintenance, rent, complaints and more
Provide first-contact resolution wherever possible, with empathy and professionalism
Triage complex issues to appropriate teams and follow up on outcomes
Assist with complaints handling, documentation, and acknowledgments
Ensure accurate records in CRM systems and meet KPI targets for responsiveness and quality

About the team

The Customer Services division is central to delivering responsive, resident-focused services that foster safe, inclusive, and supportive housing communities. We design and implement housing services that prioritise resident wellbeing, accessibility, and satisfaction, utilising customer insights to inform continuous improvement. It ensures residents receive personalised support aligned with their diverse needs, enhancing quality of life and community connection.

Skills and Experiences:
About you

You will have:
Previous experience in a fast-paced contact centre or customer-facing role
Ability to respond calmly and professionally to diverse and sometimes complex needs
Experience with CRMs and Microsoft Office Suite
Strong communication, listening, and interpersonal skills
Confidence handling multiple systems and high-volume enquiries
A team mindset and a drive to continuously improve

You must agree to undergo any required employment screening, including but not limited to a National Criminal History or Police Check, Working with Children or Vulnerable Persons Check, and NDIS Worker Screening Check.

Even if you do not meet every requirement, we encourage you to apply. We value unique experiences and perspectives.

Our values in action

Everything we do is guided by our shared values:
Putting people first – we listen, respect, and respond to our communities.
Working together – collaboration helps us achieve better outcomes.
Doing the right thing – we act with integrity and accountability.
Acting boldly – we innovate to address current housing challenges.

We are committed to a strategy that supports tenant wellbeing, organisational growth, environmental responsibility, and workforce empowerment.

Belong at Housing Choices

We are an inclusive and values-led employer, proudly welcoming people of all identities and backgrounds. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and those with lived experience of housing insecurity.

We support inclusive hiring practices. Please let us know your pronouns or if you require any adjustments during the application process, as we are here to assist you.

How to apply

Apply now via clicking the Apply button.

Applications close: 4 August 2025 unless a suitable candidate is identified earlier.

For further information, please contact Chelsea Isaacson, People & Culture Business Partner at (03) 8636 9408.

If you do not meet every requirement, please still apply, as we value potential and diverse experiences as much as a perfect CV.

Disclaimer: To the best of Housing Choices Australia’s knowledge, this information is valid at the time of publication.

Agencies, thank you for thinking of us, but our recruitment is managed internally, and we will reach out to our preferred suppliers if we need assistance