Responsive Maintenance Lead

HousingFirst is an award-winning independent not-for-profit organisation leading the way in how community housing is designed financed built and managed. By developing innovative partnerships and investment opportunities HousingFirst creates beautiful homes for residents who pay rent within their means minimising financial stress and giving them opportunity to achieve a higher quality of life.

With 35 years of financial property development tenancy asset management and community development experience we are in an exciting growth phase with the significant planned expansion of our property portfolio.

Our workplace is characterised by the values of integrity respect inclusiveness collaboration and accountability. We offer attractive remuneration salary packaging and flexible working conditions.

The Position

The Responsive Maintenance Lead provides expert advice and support on responsive maintenance matters to our Customer Service Team (CST) ensuring HousingFirst residents receive timely consistent and safe maintenance outcomes.

Reporting to the Coordinator Customer Service the role will liaise with tradespeople and contractors to build quotes and lead negotiations making recommendations around responsive maintenance works where applicable.

As the conduit between the Development and Assets Team and our responsive maintenance the role will build capability across the Customer Service Team providing coaching and guidance strengthening the ability to provide first contact resolutions.

Responsibilities:

Manage and resolve complex maintenance requests providing expert advice and ensuring safe high-quality outcomes for residents.

Coordinate and oversee contractor work verify completion and pricing and resolve any discrepancies or urgent safety concerns.

Act as the primary contact for after-hours emergency maintenance coordinating contractors and ensuring service continuity for residents.

Quote review and recommendation

Collaborate with internal teams to support maintenance needs prepare documentation for VCAT hearings and facilitate effective first-call resolutions.

Provide ongoing coaching and training around technical maintenance knowledge and decision-making for the CST.

As our ideal candidate you will have:

Strong technical understanding of residential repairs asset condition and compliance requirements.

Proven experience working with contractors (including specialist trades) interpreting quotes and reports and resolving complex maintenance issues in a customer-facing environment.

Skilled in using database or CRM systems (e.g. Zavanti) for maintenance management.

Excellent judgment decision-making and clear communication skillsable to explain technical issues in plain language.

Calm proactive and solutions-focused under pressure with high attention to detail.

Collaborative values-driven and committed to community-focused outcomes.

Desire to be part of a values driven and community focussed organisation

To be considered for this opportunity you must have Australian Citizenship or Permanent Residency Status A National Police Check and Victorian Working with Childrens Check will also be required for the preferred candidate.

To apply please provide your resume and a cover letter outlining how you meet these requirements by clicking on the Apply tab.

If you have any questions around the role or would like a copy of the Position Description please reach out to

HousingFirst acknowledges the Traditional Custodians of the lands on which we work and live. We pay our respects to Aboriginal and Torres Strait Islander cultures: and to Elders both past and present.

We are committed to the principles of social inclusion and aim to ensure that our workplaces policies and services treat every person with respect and dignity regardless of their gender identity sexual orientation ability cultural background ethnicity or religion.