Are you an experienced Customer Service Officer ready to make a meaningful impact in the Housing and Homelessness Sector? Access Community Housing Company (ACHC) is seeking a passionate and driven individual to join our team as a Customer Service Officer.

Access Community Housing Company is the largest community housing provider in Cairns, delivering high quality, accessible and inclusive housing solutions. Housing over 1,250 tenants across 650+ homes, Access Community Housing strives to improve the lives of vulnerable people through accessible, affordable and sustainable housing, and to deliver housing with respect, equity and compassion.

As a Customer Service Officer you will be responsible for ensuring customer satisfaction as you take our customers on the journey through the customer inquiry resolution process.

Golden Rule: "Treat others as you would want to be treated."

Reporting to the Customer Service Manager you will:

• Triage and action customer enquiries – phone, reception, emails providing comprehensive support and maintaining a high level of customer satisfaction.
• Diagnose and process responsive repair requests and escalate complex responsive repairs to Housing Officer.
• Provide key management.
• Basix system - maintain accurate records – contact logs, work/purchase orders, new customer details, new property details, sign up packs, mail outs, bulk SMS, referrals, incoming/outgoing mail.
• Administrative support, including document management, meeting agendas and minutes and data entry tasks.

The successful candidate must possess the following:

• Experience working in a customer service environment for a minimum of 5 years.
• Effective written and verbal communication skills, including active listening, empathy, and the ability to effectively convey information to both customers and other stakeholders.
• An ability to identify, analyse, and resolve customer issues, while maintaining a positive and professional demeanour quickly and effectively.
• Excellent time management, meeting deadlines and ability to prioritise multiple tasks effectively.
• Excellent attention to detail and accuracy in data entry.
• Establishes and maintains co-operative working relationships with co-workers and the public.
• Ability to adapt to changing priorities, customer needs, and industry trends.
• Demonstrated experience in working with individuals and families who identify as Aboriginal and Torres Strait Islander as well as with other culturally diverse communities.
• Demonstrated skills in the operation of relevant computer systems including Microsoft products (Office, Excel, Outlook etc.) and industry specific information management systems.
• Current Queensland open drivers’ licence.
• A current, or ability to obtain, a Blue Card and police clearance check.

Benefits of Working at ACHC:

• Competitive Compensation: Enjoy a competitive salary, plus the potential to package up to $15,900 annually due to our not-for-profit status.
• Work-Life Balance: Benefit from flexible work arrangements and generous annual leave to prioritise family and personal time.
• Professional Development: Take advantage of funding and support for further education and career advancement opportunities.
• Supportive Team Environment: Thrive in a collaborative and empowering atmosphere.
• Employee Assistance Programs: Access confidential counselling and resources to navigate personal and work-related challenges.
• Job satisfaction

The detailed position description can be found on our website at www.achc.org.au/employment

Our Hiring Process:

Please provide us with your current resume and a cover letter (no more than one page) detailing how your experience and knowledge fulfil the essential criteria of this role.

To be considered, candidates will be required to undergo a national police check.

For more information on the role, please contact Nicole Dent, Chief Operations Officer [email protected]

Applications will close once the right candidate has been identified, so don't delay.

Hear from our team:

" I was promoted from Housing Administration Officer to Housing Officer within a year. The incredible managerial support and recognition of my dedication truly sets ACHC apart." – Chanel