Customer Service Officer - Front of House

Launch Housing

Launch Housing is an independent Melbourne based community organisation passionately committed to ending homelessness. From providing high quality housing and an innovative range of support, education and employment services, we bring solutions to homelessness under one roof for thousands at risk of, or experiencing the crisis and trauma of homelessness. With over 400 staff working across 16 locations in metropolitan Melbourne, we combine direct action with advocacy, research and innovation to drive widespread change.

Our people are the backbone of our organisation and supporting their wellbeing and professional development is critical to our ability to help our clients and the community. We value lived experience and diversity in our staff, and provide high-quality training & supervision, wellbeing days, access to an Employee Assistance Program and much much more to ensure your career with us is fulfilling.

Don’t just walk past homelessness. Join the solution.

Our permanent and fixed-term employee benefits include:

Contributing to useful and rewarding work and giving something back to the community

Wellbeing days, ceremonial leave, carers leave and study leave

Flexible working arrangements

Purchased leave

17.5% leave loading

8 weeks’ gender neutral paid parental leave after 12 months of service for both the primary and secondary carer

Training and career growth opportunities across Launch Housing

A portion of your income can be tax-free by salary packaging your personal expenses

Additional tax-free salary packaging on dining and accommodation expenses

Positive, supportive and progressive work environment

About the opportunity

The Customer Service Officer - Front of House role plays a pivotal role in ensuring the smooth and professional operation of Launch Housing’s front-of-house and administrative functions. As the first point of contact for clients, visitors, and stakeholders, this role is instrumental in creating a welcoming, respectful, and inclusive environment that reflects the values and mission of Launch Housing.

Working as part of the broader Housing Solutions team and reporting directly to the Property Services Manager, this role is responsible for managing a wide range of reception and administrative duties. These include greeting and assisting visitors, responding to phone and email enquiries, and providing timely and accurate information to clients and staff. The role also supports internal teams through the coordination of office resources, data entry, document management, and other administrative tasks that contribute to the overall efficiency and effectiveness of the organisation.

This role is full-time, permanent and based on site at our Collingwood office.

What you'll be doing

Provide a positive experience to all staff and visitors arriving at the office, and ensure a high level of service is provided, representing the Launch Housing brand with passion and pride.

Answer incoming phone calls in a professional and friendly manner, empowered to answer community requests and queries and where relevant, direct calls appropriately for the best possible caller outcome.

Escalate any media requests from journalists to the Media Officer.

Manage the Launch Housing and Supporter inboxes and any other direct email communications.

Manage of incoming and outgoing mail.

Responding to general public queries.

Direct clients to the nearby Entry Point with empathy and kindness.

Ensure all internal processes and procedures are followed, including sign in of staff, visitors and contractors.

Ensure the Reception desk and area is tidy, clean and welcoming.

Assist with management of keys, including internal systems to accurately record signing in and out of keys to contractors and other external stakeholders.

What we're looking for (key selection criteria)

Excellent customer service experience.

Experience and basics skills in database and/or Customer Relationships Management (CRM) software.

Attention to detail and accuracy.

Strong organisational and administrative skills.

Experience of working with vulnerable people (desired but not mandatory).

Professional communication skills – written & verbal.

Understanding of, or a demonstrated commitment to upholding, Child Safe Standards in the workplace.

Strong communication and interpersonal skills, with the ability to engage effectively with people from diverse backgrounds.

Demonstrated commitment to the values of Launch Housing and our mission to end homelessness.

For more information, please contact Angela Coates on [email protected].

Applications close 20 June 2025.

How to Apply

To apply for this opportunity, please go to our Careers Site on: https://jobs.lever.co/launchhousing/7e27f910-e185-4226-86e1-9306c8f45321 and click on "Apply Now" button.

Please submit a cover letter addressing the key selection criteria and your CV.

For a copy of the position description, please email us on [email protected].

Launch Housing offers a wide range of career opportunities and employs a diverse range of talent. We strongly encourage Aboriginal and Torres Strait Islander persons to apply! We acknowledge, respect and celebrate Aboriginal cultures, languages, connections to Country and heritage, customs and practices. We're committed to support Aboriginal peoples to obtain genuine and fulfilling career with us!

Launch Housing is a dog-friendly organisation, which allows dog owners to bring them in some of our sites, please contact the relevant Hiring Manager if you have any questions or concerns prior to your interview.

If you require reasonable adjustments at any stage of the recruitment process, please let us know at [email protected] using the subject line: Customer Service Officer - Front of House enquiry.

Launch Housing is committed to being a child safe organisation and has zero tolerance to child abuse. Our hiring process involves rigorous screening of applicants. All of our people including students, contractors and volunteers must hold a valid Working with Children Check and satisfactory criminal history record check.

Launch Housing is an Equal Opportunity employer and supports accessible working arrangements for all. This includes people with a disability, Aboriginal and Torres Strait Islanders, culturally, religiously and linguistically diverse people, young people, older people, women, and people who identify as lesbian, gay, bisexual, transgender, gender diverse, intersex or queer. We acknowledge Lived Experience as a unique expertise and encourage people with a Lived Experience of Homelessness to apply. All applicants must have the right to work in Australia.

Launch Housing is working to become more trauma informed and as a leading employer in the homelessness sector, it is important to let you know that you will hear stories of distress, hardship, trauma, or violence when working with us. We encourage you to reflect on how this may impact you when considering applying for the role.