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 administers rent allowance for more than 16,000 ADF members and their families in private rental accommodation. DHA provides housing related services advising on eligibility, providing posting support, and managing bookings and allocation services for all DHA provisioned housing and on-base accommodation to approximately 60,000 ADF members.

To find out more about DHA, please refer to our DHA.gov.au or read our latest Annual Report.

About your team

The Service Delivery Group is responsible for providing all housing and customer services to contractors, landlords, ADF members and their families. This includes managing DHA’s housing portfolio, DHA’s housing assets and providing property care services to landlords.

The Service Delivery Group are responsible for supporting DHA to meet its strategic outcomes through:

• Operational delivery of tenancy, landlord and property management functions across regions.
• Provision of DHA’s asset management function, delivery of upgrades work, Defence construction projects and contract management functions.
• Provision of operational training content for Service Delivery staff.
• Provision of specialised customer service and property management
• Provision of high-level contract management and tender support to a national panel of repairs and maintenance contractors
• Ensuring property repairs, maintenance and asset management are planned, co-ordinated and standardised.

About the role

As a Service Quality & Performance Co-ordinator, you will lead a team of specialists to define service quality and performance standards, key capabilities and quality controls for contact centre and regional operations teams. You will partner with key stakeholders in DHA to maintain and implement service quality and capability frameworks that align with DHA’s strategic objectives.

You will oversee activities that support the delivery of consistent customer services and capability improvement across multiple service delivery teams and business units. This role requires strong stakeholder engagement skills, and you will be required to work with Service Quality & Performance team colleagues to ensure that Service Delivery staff have access to the support and development they need to deliver excellent results to our customers. This may include, but is not limited to, the creation and maintenance of knowledge articles, training material, reporting and data analysis.

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 and flexible working options
• A positive workplace culture where you can bring your whole self to work
• Opportunities to broaden your industry knowledge and experience
• Career progression and opportunities
• ADF partner employment conditions when posting to a new location

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

Note: All successful applicants are required to be eligible to complete a Baseline Vetting security clearance for consideration of the Australian Government Security Vetting Agency (AGSVA)

*This position may be filled in either Canberra or Adelaide.*

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 refer to the Candidate Information Pack through the online careers site.

Applications close: 11:55pm AEST Tuesday 19 August 2025.

Any questions? Please contact James Warren, Service Quality & Performance Manager

T: 02 6217 8545 E: [email protected]

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.