Apply: Client Service Officers Needed!!!

Our client is a Government department who work with children, adults, families and communities to improve lives and help people realise their potential. They are the agency in NSW with statutory responsibility for protecting children and young people from risk of significant harm.

They are seeking a Client Service Officer to join their team across multiple locations on an ongoing contract. The primary purpose of this role is to deliver housing services to vulnerable people in NSW to ensure that housing products and support services are effectively targeted to meet their housing needs


Duties may include, but are not limited to:

• Responding to phone enquiries from Housing NSW clients and members of the public and provides accurate and appropriate information about Housing NSW products and services, as well as those offered by key stakeholders, to enhance client awareness of services and products which meet their immediate and complex needs
• Assessments based on the information provided to determine eligibility for Housing NSW products and services
• Initiates, coordinates and priorities actions in response to calls from clients, members of the public and other relevant stakeholders
• Undertakes outbound calls to clients to facilitate the completion of specialised and ad-hoc projects including client well-being checks such as the Keep In Touch project
• Undertakes service quality checks and follow-up on referrals, applications and tenancy/housing related issues
• Maintains call records, system entries and client/service databases in line with record management guidelines to ensure that information is accurate and up to date
• Provides administrative support including correspondence processing and reporting to facilitate the completion of the contact centre’s endorsed work
• Work directly with clients and their advocates to provide advice and assistance on housing options based on assessment of eligibility and client need and in keeping with relevant legislation, policies and procedures
• Work collaboratively with internal specialists and external service providers and make referrals where additional support requirements are identified to better meet client needs
• Manage client information to ensure confidentiality, accuracy and integrity
• Meeting with clients face to face and over the phone to assess the clients needs for housing assistance
• Understanding, interpreting and applying standards, legislation, policy and guidelines in providing services to clients and in managing properties and tenancies
• Working autonomously in relation to providing advice, referral and provision of some housing assistance however line manager approval is needed for some products and for determination of out of guideline approvals

Key Requirements:

• Flexibility to work between multiple office locations (Parramatta, Blacktown, Mount Druitt & Penrith)
• Strong communication skills
• Sensitivity to work with people with complex needs
• Ability to assess situations and identify risks
• Strong Time-Management and Prioritisation skills
• Planning and prioritizing workloads to meet deadlines in a demanding work place
• Managing conflicts and expectations of clients and their advocates in a human services environment
• Intermeddiate Microsoft Office Skills
• TRIM experience preferred but not essential
• Current NSW Driver License

What’s on Offer:

• $31.00 p/h
• Contract
• Western Sydney Location

If interested? Please 'Apply Now' 
Please note, your details/resume will not be sent anywhere without a formal interview and, if successful, you will then interview with the client. Personal information provided will be used for recruitment purposes only and be treated in the strictest confidence.