Company description:

Department of Communities and Justice

Job description:

Senior Client Service Officer - Specialist

Location - Surry Hills, Strawberry Hills, Waterloo

Employment type - Ongoing - Full time

Salary - Clerk Grade 5/6, $99,380 - $110,271 pa plus superannuation and leave loading

Your role

Provides a broad range of applicant, tenancy and property management services and advice to clients including those with complex support needs; advocates and other stakeholders across the access and tenancy service streams; provides coaching and support to team members to optimize business and service outcomes.

What you'll do

• Work directly with clients and their advocates to provide advice and assistance on housing options based on assessment of eligibility and client need and in keeping with relevant legislation, policies and procedures.
• Work collaboratively with Client Service Officers, internal and external stakeholders to develop innovative strategies to deliver improved client outcomes and overcome barriers to access.
• Work in partnership with other stakeholders to resolve complex tenancy issues and neighbourhood disputes; manage breach of tenancy agreements and represent Housing NSW at the NCAT.
• Coach client service team members to improve skills in assessing and managing clients, including those with complex needs; and in managing client information systems to achieve greater efficiency in delivery processes.
• Manage key client processes and systems, including transfers and arrears and monitor against team and district targets to optimise asset and business performance.
• Manage client accounts and oversee application and review of rental subsidies to ensure timely completion and compliance with current policy.
• Manage client information to ensure confidentiality, accuracy and integrity.
• Monitor workflows and identify work priorities, team development and training needs.

What we're looking for

In addition to meeting the essential requirements, the successful candidate will have the following:

• Experience working with complex clients who have challenges or barriers to engaging with services and supports
• Have a strong collaborative approach to working with internal and external stakeholders to achieve improved outcomes for clients with complex needs.
• Ability to work independently and manage your own work as well as the ability to work collaboratively within a team.
• Strong client service skills with an empathic and trauma informed approach to service delivery
• Ability to use technology and excellent record keeping skills

Essential Requirements

• Current NSW driver's licence

Download the role description.

If you are viewing this ad in Seek and wish to apply via their portal, you will be required to either set up a profile or login via your existing Seek account.

To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now' button.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply - you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career

• Flexible, autonomous work environment

• Competitive pay and conditions

• Training and development opportunities to build and maintain capabilities

• Health & Wellbeing and Employee Assistance Programs.

Want more information? Visit our website to see more information on Working for us.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It's work that really matters.

Apply now and join Australia's top public sector employer where we will support you and provide an exciting and flexible working environment!

Are you ready to join us?

Click apply, attach an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 3 pages) addressing the 2 targeted questions below with a brief outline on how you meet the requirements of the role:

• Please provide an example of when you worked collaboratively with a range of stakeholders to improve an outcome for a high risk client who was difficult to engage.
• Describe a time when you needed to work with a complex client who presented with challenging behaviours. What strategies did you use to engage and build trust with the client?

Applications close Tuesday 28th October 2025 at 11:59pm AEST.

Got a question?

For more information about the role or what it's like to work for DCJ, please contact the hiring manager Corina Daly on 0438 619 534 or via [email protected]

If you've got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call Dakota Smith on 02 9765 5251 or via [email protected]

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Applying for DCJ jobs on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.

To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/

The Welcome Experience
Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more: www.nsw.gov.au/welcomeexperience

The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW' page.