About Us
Home in Place is a charitable international community housing organisation with a vision that all people have appropriate and affordable shelter and are engaged in sustainable communities. Home in Place is a recognised employer of choice; where we encourage innovation and we are passionate about investing is our employees by providing them with opportunities for professional development.

About the role
The Governance Administration Officer will report in to our Governance Team at our Head Office in Newcastle West, and will be responsible for delivering a range of quality administration tasks for Home in Place with the main responsibility Managing Complaints and Appeals.

As the nominated Complaints Officer, you will be the primary point of contact for all incoming complaints, responsible for managing the complaints inbox and ensuring timely acknowledgment and resolution. Your role will involve conducting gaps analyses, providing recommendations for action, and ensuring thorough investigation and resolution of complaints in line with quality assurance (QA) standards.

This position is available on a maximum term contract for 12 months. This role will work part time on Mondays, Tuesdays and Wednesdays.

Your Key responsibilities will include:

• Act as the main point of contact for complaints, managing the complaints inbox and acknowledging receipt of all incoming complaints in a timely manner.
• Undertake gap analyses of complaints to identify issues and recommend actions to address concerns effectively.
• Conduct and oversee the QA of complaint investigations to ensure they are conducted to the highest standard.
• Prepare and provide comprehensive and clear responses to resolve complaints, ensuring resolution aligns with organizational policies and practices.
• Monitor complaint trends and provide feedback and recommendations for continuous improvement.
• Maintain accurate records of all complaints and follow up to ensure all matters are closed satisfactorily.
• Provide support to staff processing, investigating, and responding to complaints and complainants
• Assist other departments to resolve complex complaints
• Represent Home in Place at tenant forums
• Establish and maintain relationships with key stakeholders, internal and external
• Assist in the development and provision of training in relation to complaint handling
• Preparate timely and accurate monthly reports
• Assist with the coordination of annual stakeholder surveys.

Essential Selection Criteria:
To be successful in this role; you will possess the following;

• Proven experience in complaints management, customer service, or a related role.
• Strong analytical skills to assess complaints and recommend appropriate actions.
• Excellent written and verbal communication skills, with the ability to handle sensitive issues professionally.
• Experience with QA processes and delivering high-quality responses to complaints.
• Strong attention to detail and the ability to manage multiple cases at once.
• Ability to collaborate across departments and provide feedback on service improvement.
• Qualifications or relevant experience in Business Administration
• Demonstrated high level organisational skills, including time management skills and experience in meeting deadlines, organisational targets, and the provision of timely and accurate reporting
• Well-developed interpersonal and communication skills, experience in building and sustaining positive relationships with team members, clients, and stakeholders
• Experience in dealing with confidential information and demonstrated capacity to maintain confidentiality and professional standards of behaviour
• Computer literate and proficient with Microsoft Office Suite

Job Benefits
In addition to an attractive salary package, the successful applicant will also have access to:

• Not for profit salary packaging benefits to increase your take home pay
• Annual training allowance and paid study days
• Annual Leave Loading and Birthday Leave
• Hybrid working opportunities – work from our Newcastle West Office and from home
• Free, confidential counselling services via our EAP

How to apply
When applying, please ensure you address the key selection criteria as part of your application. Confidential enquiries may be made by contacting our HR team on 02 4920 2600 or emailing [email protected]

Applications will be reviewed on receipt.

At Home in Place, we are committed to upholding our values of sustainability, empowerment and collaboration. Our hiring process focuses on merit, skills, and potential, ensuring that each candidate is evaluated fairly and objectively. We welcome applicants regardless of age, gender, race, ethnicity, religion, disability, or any other characteristic protected by law. Our goal is to create a workplace that not only respects but also celebrates the unique perspectives and talents of each individual.

Home in Place is committed to upholding the highest standards of child protection, including fostering a safe and secure environment for all children.

Please note, agency referrals will not be accepted for this role.