Manager, Service Improvement

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Introduction:
Manager, Service Improvement

Location: Open to any HCA office location

Employment type: Permanent Full Time

Salary: $125,730 - $139,974 plus 12% superannuation and salary packaging

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:
About the role

You will lead a specialist team to drive continuous improvement, quality, compliance, and safeguarding across customer services. This pivotal role strengthens service quality, risk management, and resident outcomes across HCA’s portfolio of social, affordable, market housing, and Specialist Disability Accommodation.
This role is ideal for someone who excels at leading change, building partnerships, and driving innovation in service delivery.

Ensure compliance, risk management, and quality assurance across service delivery
Drive continuous improvement initiatives that align with organisational strategy
Develop and manage effective partnerships with government agencies, support providers, and stakeholders to enhance outcomes for residents

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.

Skills and Experiences:
About you

You will have:
Relevant tertiary qualifications in business, compliance, quality assurance, a related field or equivalent experience
Proven leadership experience in social housing, community services, or a transferable sector
Strong communication, influence, and relationship-building skills
Experience in risk management, compliance, and safeguarding practices
Ability to lead teams, manage multiple priorities, and deliver high-quality outcomes

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.

Housing Choices Australia is a child safe organisation. We are committed to the safety and wellbeing of all children and young people and have zero tolerance for child harm. All employees are expected to uphold our Child Safety Policy and Code of Conduct to ensure a safe environment for children.

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! Applications close: 12 October 2025, unless a suitable candidate is identified earlier.

For further information, please contact Chelsea Isaacson, People & Culture Business Partner at Chelsea.isaacson@hcau.org.au.

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