Customer Service Coordinator
Customer Service Coordinator
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Job Description
About Us
Community Housing Limited (CHL) is a leading notforprofit organisation dedicated to making a positive impact in the housing sector. We are committed to addressing housing issues and supporting vulnerable populations by offering affordable and sustainable housing solutions to individuals and families in need.
At CHL our primary goal is to create safe secure and affordable housing options that empower individuals and families to thrive. With a focus on delivering highquality service and outcomes we manage over 11000 new and existing properties across various communities. CHL is driven by a collaborative team culture where every member plays a vital role in achieving our mission.
The Role
A career in community housing is extremely rewarding and now you too can contribute to positive social impact and a world without housing poverty. As a Customer Service Coordinator you will be involved in reviewing analyzing and improving the CHL customer feedback system ensuring best practices are implemented and developing strategies for quality monitoring measurement and reporting. It includes ensuring compliance through quality assurance and reporting managing complaint responses with local operational teams and acknowledging all feedback.
The position also focuses on maintaining a consistent approach to quality assurance across all feedback channels investigating appeals and ministerial requests and supporting the implementation of the CHL Customer Promise. Additionally the role requires facilitating the CHL Customer Service Officer Network promoting a continuous improvement culture aligning improvements with CHLs strategic goals and providing support to the wider team and organisation.
Your previous experience in liaising with a diverse range of vulnerable people will be highly regarded as you will be liaising with customers directly.
As a large purposedriven organisation we provide potential to grow your career across a range of teams and services.
About You
- Develop and implement procedures to ensure high quality services are delivered to customers
- Design implement and manage relevant information sources systems and required reporting
- Coordinate administrative tasks to support the smooth running of services
- Provide support to managers and other senior staff to maintain successful relationships with key stakeholders
Manage staff to ensure they are able to:
- Provide accurate information to customers regarding relevant services
- Provide administrative support to the a variety of internal teams
What will success look like
To be successful in this role you will need:
- Continuous Improvement Housing Operations Policy Quality Audit or related qualification and/or minimum 2 years experience in a similar role
- High level user skills in MS Office programs and Visio
- Data analysis research and reporting skills
- Commitment to the right of every person to suitable housing that provides stability to build their life
- Understanding of the community and/or public housing sectors
Desirable:
- Previous experience working in the social/community housing sector.
Please note that a satisfactory police check is required for all staff.
As an equal opportunity employer CHL works closely with people from a diverse range of backgrounds. CHL acknowledges the traditional Aboriginal owners of country throughout Australia and we pay our respects to them their culture and their Elders past and present.
Required Experience:
IC
Employment Type
Full-Time
