Coordinator, Housing Services

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.

This role is aligned with SCHADS 5.3 $106400.00 per annum plus superannuation and access to Salary Packaging.

The Position

Located primarily in Parkville The Coordinator Housing Services is responsible for leading and managing a team of Housing Officers ensuring the delivery of quality tenancy management and customer service experience to our renters and stakeholders.

The role will support and drive team operational performance to internal and external KPIs

Working collaboratively with internal stakeholders the Coordinator ensures service excellence compliance and a positive cohesive team environment aligned with HousingFirsts values and strategic goals

Responsibilities

Lead consistent high quality tenancy services by managing resident matters in line with HousingFirst policies and the RTA overseeing rent reviews and ensuring accurate and effective use of the Tenancy Management System.

Lead manage mentor and coach the team providing guidance support and performance management ensuring service outcomes and experiences

Support the team with complex cases (behaviours complaints appeals VCAT) and work with the Housing Services Management Team to plan develop and enhance operational service delivery

Collect monitor and analyse internal and external KPI data ensuring accuracy and supporting Housing Officers to meet performance targets such as rent arrears and bad debts.

Apply KPI insights to guide continuous improvement manage tenancy related risks and oversee reporting on key metrics (vacancy turnover inspections rent collection) implementing systems that support effective tenancy management.

Work proactively and cooperatively with members of the Housing Services Management Team to identify how policy and practice can be improved.

Work with external housing and support agencies partnering with the Community Engagement team on tenant participation initiatives and contributing to tenant feedback processes such as the biannual satisfaction survey.

Develop and drive a team culture of open honest and transparent communication and consultation and collaboration

As our ideal candidate you will have:

A relevant tertiary level qualification and/or demonstrated experience in a housing leadership role with a key focus on quality service delivery.

Excellent verbal and written communication skills.

Well-developed interpersonal and relationship management skills.

Sound judgement and decision-making ability.

A non-hierarchical and hands on approach with well-developed people skills.

Consistently looks for new ways to improve systems and processes to maximise efficiency.

Demonstrated ability to coach and develop teams in the achievement of business outcomes.

Demonstrated experience in social housing management and sensitivity to the issues faced by people in housing need.

Working knowledge of the Residential Tenancy Act (landlord responsibilities) and VCAT experience

Demonstrated ability to delegate responsibility when required align team with organisational direction prioritise work and track team progress to achieve goals.

Demonstrated ability to size up situations judge priorities and develop solutions.

Proficient in Microsoft Office Suite knowledge of computer-based tenancy management systems

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

To be considered for this opportunity you must have full Australian working rights Victorian Drivers License 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 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.