DHA is seeking an experienced Customer Care Coordinator to join the Customer Care Team. Apply now and be part of a rewarding career at DHA!

Position: Customer Care Coordinator
Level: DHA6
Salary Range: $101,295 to $116,452 per annum plus 15.4% superannuation
Location: Australia Wide

About us

DHA was established in 1988 following passage of the Defence Housing Australia Act 1987 (DHA Act) to provide adequate and suitable housing for, and housing related services to, members of the Australian Defence Force (ADF) and their families. We remain committed to our purpose of providing housing, and housing related services, to ADF members and their families to support Defence’s operational needs.

DHA manages an expanding portfolio of housing solutions and provides housing for over 17,200 ADF members and their families and has an opportunity for an experienced Customer Care Coordinator to join the team.

About your team

The Service Delivery Group is responsible for meeting DHA’s delivery objectives in the provision of quality housing services including provisioning, stock management, housing allocation, living-in accommodation and repairs, maintenance and tenancy services.

The Customer Care team assists in complaints management and the resolution of these for DHA. The team also manage compliments, making sure our staff are recognised for the great work that they do.

A key function of the Customer Care team is supporting staff in resolving assigned complaints by providing information, guidance and resources. The team are committed to being accountable, timely and fair in line with DHA's complaint management policy.

About the role

DHA is seeking an experienced Customer Care Coordinator, to primarily focus on the management of Complaints and Compliments, investigating the concerns raised, triaging the complaint and identifying risks to determine the next steps for escalation and resolution.

In this role, you are required to have:

• Highly developed problem solving and analytical skills and demonstrated ability to interpret information to make informed decisions, balancing the needs of the business against the application of the Complaints Management Policy.
• High level written, analytical and communication skills, including the ability to establish and maintain solid relationships with a range of stakeholders.
• The ability to deliver high quality outcomes and advice with competing priorities in fast paced environment.

• The ability to manage competing priorities, demands and deadlines, whilst delivering a high level of customer service.

• The ability to work flexibly within a virtual team environment and monitor changes in the broader work environment that may impact on team objectives.

For information on DHA’s Employee Value Proposition, visit our website.

Benefits for working at DHA include:

• 15.4% superannuation
• Generous leave entitlements, including 18 days personal leave and 20 days annual leave per year
• Work-life balance
• Positive workplace culture where you can bring your whole self to work
• Opportunities for growth and development
• Career progression and opportunities
• ADF partner employment conditions when posting to a new location

For more detail on what we offer, visit the DHA website and refer to the DHA Enterprise Agreement 2024-27.

How to apply

Apply now via our online careers site with your current resume and a 500-word one page pitch, addressing the requirements of the role. We recommend you read the Australian Public Service Commission’s Cracking the Code guidance on how to write your response. Additionally, you should consider the expected behaviours described in the Australian Public Service Commission’s Integrated Leadership System at this role’s level.

For further information on the position, please View Candidate Pack.

Any questions? Please contact Kylie Rookwood, Customer Care Manager T: (02) 07 3156 8901 E: kylie.rookwood@dha.gov.au

Order of Merit

A merit pool will be established from this process which will be valid for 18 months from the date of advertising. This merit pool may be used throughout this period to fill similar positions in the event positions become vacant.

Inclusion and Diversity

DHA is committed to building an inclusive and diverse workforce. We welcome applications from across our community including, Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, ex-defence members, mature aged employees and carers.

RecruitAbility

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability

Eligibility

Employment with DHA is conditional on successful applicants demonstrating that they are an Australian citizen and can obtain and maintain a security clearance at the required level.

Applications close

AEST 11.55pm Wednesday, 2 April 2025