Customer Service Coordinator

About UsCommunity Housing Limited (CHL) is a leading not-for-profit organisation dedicated to making a positive impact in the housing sector. We are committed to addressing housing issues and supporting vulnerable populations by offering affordable and sustainable housing solutions to individuals and families in need.At CHL, our primary goal is to create safe, secure, and affordable housing options that empower individuals and families to thrive. With a focus on delivering high-quality service and outcomes, we manage over 11,000 new and existing properties across various communities. CHL is driven by a collaborative team culture where every member plays a vital role in achieving our mission.The RoleA career in community housing is extremely rewarding and now you too can contribute to positive social impact and a world without housing poverty. As a Customer Service Coordinator, you will be involved in reviewing, analyzing, and improving the CHL customer feedback system, ensuring best practices are implemented, and developing strategies for quality monitoring, measurement, and reporting. It includes ensuring compliance through quality assurance and reporting, managing complaint responses with local operational teams, and acknowledging all feedback.The position also focuses on maintaining a consistent approach to quality assurance across all feedback channels, investigating appeals and ministerial requests, and supporting the implementation of the CHL Customer Promise. Additionally, the role requires facilitating the CHL Customer Service Officer Network, promoting a continuous improvement culture, aligning improvements with CHL’s strategic goals, and providing support to the wider team and organisation.Your previous experience in liaising with a diverse range of vulnerable people will be highly regarded as you will be liaising with customers directly. As a large purpose-driven organisation, we provide potential to grow your career across a range of teams and services.About YouDevelop and implement procedures to ensure high quality services are delivered to customersDesign, implement, and manage relevant information sources, systems and required reportingCoordinate administrative tasks to support the smooth running of servicesProvide support to managers and other senior staff to maintain successful relationships with key stakeholdersManage staff to ensure they are able to:Provide accurate information to customers regarding relevant servicesProvide administrative support to the a variety of internal teamsWhat will success look like?To be successful in this role you will need:Continuous Improvement, Housing Operations, Policy, Quality Audit, or related qualification and/or minimum 2 years’ experience in a similar roleHigh level user skills in MS Office programs and VisioData analysis, research, and reporting skillsCommitment to the right of every person to suitable housing that provides stability to build their lifeUnderstanding of the community and/or public housing sectorsDesirable:Previous experience working in the social/community housing sector.Please note that a satisfactory police check is required for all staff.As an equal opportunity employer, CHL works closely with people from a diverse range of backgrounds. CHL acknowledges the traditional Aboriginal owners of country throughout Australia and we pay our respects to them, their culture and their Elders past and present.Click for the position description AUD Brisbane 4000

Customer Service Coordinator

  • Contribute to a world without housing poverty
  • Within a reasonable travelling distance of a CHL office
  • Competitive Salary + super + salary packaging + other benefits

About Us

Community Housing Limited (CHL) is a leading not-for-profit organisation dedicated to making a positive impact in the housing sector. We are committed to addressing housing issues and supporting vulnerable populations by offering affordable and sustainable housing solutions to individuals and families in need.

At CHL, our primary goal is to create safe, secure, and affordable housing options that empower individuals and families to thrive. With a focus on delivering high-quality service and outcomes, we manage over 11,000 new and existing properties across various communities. CHL is driven by a collaborative team culture where every member plays a vital role in achieving our mission.

The Role

A career in community housing is extremely rewarding and now you too can contribute to positive social impact and a world without housing poverty. As a Customer Service Coordinator, you will be involved in reviewing, analyzing, and improving the CHL customer feedback system, ensuring best practices are implemented, and developing strategies for quality monitoring, measurement, and reporting. It includes ensuring compliance through quality assurance and reporting, managing complaint responses with local operational teams, and acknowledging all feedback.

The position also focuses on maintaining a consistent approach to quality assurance across all feedback channels, investigating appeals and ministerial requests, and supporting the implementation of the CHL Customer Promise. Additionally, the role requires facilitating the CHL Customer Service Officer Network, promoting a continuous improvement culture, aligning improvements with CHL’s strategic goals, and providing support to the wider team and organisation.

Your previous experience in liaising with a diverse range of vulnerable people will be highly regarded as you will be liaising with customers directly.

As a large purpose-driven organisation, we provide potential to grow your career across a range of teams and services.

About You

  • Develop and implement procedures to ensure high quality services are delivered to customers
  • Design, implement, and manage relevant information sources, systems and required reporting
  • Coordinate administrative tasks to support the smooth running of services
  • Provide support to managers and other senior staff to maintain successful relationships with key stakeholders

Manage staff to ensure they are able to:

  • Provide accurate information to customers regarding relevant services
  • Provide administrative support to the a variety of internal teams

What will success look like?

To be successful in this role you will need:

  • Continuous Improvement, Housing Operations, Policy, Quality Audit, or related qualification and/or minimum 2 years’ experience in a similar role
  • High level user skills in MS Office programs and Visio
  • Data analysis, research, and reporting skills
  • Commitment to the right of every person to suitable housing that provides stability to build their life
  • Understanding of the community and/or public housing sectors

Desirable:

  • Previous experience working in the social/community housing sector.

Please note that a satisfactory police check is required for all staff.

As an equal opportunity employer, CHL works closely with people from a diverse range of backgrounds. CHL acknowledges the traditional Aboriginal owners of country throughout Australia and we pay our respects to them, their culture and their Elders past and present.

To apply online, please click on the appropriate link.

To be considered applicants must respond to the application questions and submit a cover letter and resume. For a confidential conversation about the position please contact Adrianna Burnes-Nguyen our National Operations Manager adrianna.burnesnguyen@chl.org.au 07 5655 1141.

We look forward to hearing from you.

Job Search