Customer Support Officer - Customer Hub

Mission Australia Housing Customer Support Officer

Mission Australia Housing provides social and affordable housing to vulnerable Australians ensuring they have access to good quality housing that enables people to participate in their communities.

We are seeking a Customer Support Officer to join our Housing Customer Support Hub. In this role, you will be the first point of contact for tenants, clients, and stakeholders, ensuring every interaction is professional, supportive, and focused on positive outcomes. This role will be responding to queries, provide accurate and relevant information to Mission Australia Clients and members of the public. This role will also manage centralized administrative functions of the organization under the guidance of the Customer Hub Manager.

Your Key Responsibilities:

• Deliver high quality and dedicated customer service to all stakeholders of Mission Australia with a focus on professionalism, respect and empathy.
• Respond to enquiries efficiently, manage client expectations and escalate more complex issues to a supervisor when necessary
• Cultivate positive working relationships with clients, tenants and both internal and external stakeholders
• Maintain client records accurately within CRM systems, Asset Management Systems and Data Management Systems
• Perform all central administrative tasks thoroughly, accurately and efficiently
• Deliver high quality experience for the caller using trauma informed language and techniques to defuse highlighted callers
• Participate in discussions to develop responses to tenant feedback and actively engage the tenants to participate in Mission Australia Housing and Community Programs

Requirements of Success:

• Demonstrated experience in high volume fast paced customer service or contact centre environments, preferably within housing, community services, or a related sector.
• Strong communication and interpersonal skills, with the ability to handle sensitive and complex situations.
• Proven administrative and organisational skills with attention to detail and accuracy.
• Ability to work with diverse communities using empathy, respect, and trauma-informed practices.
• Proficiency in data and case management systems (CRM/asset management systems desirable) and MS Office products
• A collaborative team player with the ability to work independently and escalate issues appropriately.

Before starting work with us, you will need to undertake a national police history check, qualifications and referee checks.

Our culture:

Our innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career. We prioritize the safety and wellbeing of everyone, both within our team and the individuals we serve.

We are committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. So, whoever you are, if you're skilled and actively support our purpose and values, you would be welcome at Mission Australia.

Your benefits:

• Rewarding work – every day you know you're making a real difference
• Not-for-profit salary packaging, reducing your tax (details via AccessPay)
• Free external, confidential counselling and access to chaplaincy support
• Volunteering opportunities
• Extra leave available including an additional public holiday, additional annual leave day on your work anniversary and the opportunity to purchase further annual leave.

How to apply:

Click 'Apply' and send your application today!