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Housing Contact Centre Consultant

Job no: 492594
Work type: Full Time
Location: Townsville, Adelaide
Classification: DHA Level 3

To be successful in this role, you will have a strong customer service focus and the ability to develop a practical and procedural understanding of DHA’s core business including our primary customer; Defence.  You will support the contact centre’s strategies for providing housing and related services, as well as building and maintaining positive relationships within and outside of the contact centre.

Our ideal candidate will have:

  • Experience providing exceptional customer service and delivering results.
  • Outstanding communication skills, with the ability to provide information and advice to a range of stakeholders in a timely manner.
  • A proven track record planning own work goals and priorities that align with team outcomes to achieve key performance indicators (KPIs) targets.
  • Demonstrated organisational skills, sound judgment and attention to detail
  • The ability to adapt to change in the workplace and work collaboratively as a team member.

For this role, we will consider how well you:

  • Ensure the accurate assessment of entitlements for Defence members in accordance with relevant policy and standard operating procedures (SOPs).
  • Administer short and long-term housing solutions, bookings and inspections in accordance with recognised SOPs.
  • Facilitate Defence Housing Australia’s contractual obligations to occupants and lessors in accordance with relevant contracts, policy and SOPs.
  • Maintain a high level of internal and external customer service through the application of targeted quality frameworks.
  • Facilitate efficient and effective contact centre operations through individual schedule management and productivity techniques.
  • Contribute to the performance of the centre and delivery of individual and collective key performance indicators through participation in coaching and development activities and contribution to business improvement strategies.

Please note this role may be filled on a non-ongoing or ongoing basis based on business requirements.

View Position Description

Advertised: Cen. Australia Daylight Time
Applications close: Cen. Australia Daylight Time


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