Housing Specialist Team Leader

Job no: 493431
Work type: Full Time
Location: Townsville, Adelaide
Classification: DHA Level 6

DHA is seeking an experienced Housing Specialist Team Leader to join the Contact Centre Team. Apply now and be part of a rewarding career at DHA!

Position: Housing Specialist Team Leader
Level: DHA Level 6
Salary Range: $97,587 to $112,189 per annum plus 15.4% superannuation
Location: Townsville and Adelaide

About us

Defence Housing Australia (DHA) is a Nationally Recognised Government Business Enterprise with the primary role of providing housing and related services to Defence and their families. DHA manages one of Australia’s largest national housing portfolios of about 17,000 properties and has an opportunity for an experienced Housing Specialist Team Leader to join the team.

About the role

There is one opportunity in either the Townsville or Adelaide region, and we are seeking to form a merit pool for potential future opportunities. This role cannot be performed remotely.

As a Housing Specialist Team Leader, you will be responsible for leading the performance and culture of a team of Housing Specialists, supporting the delivery of key performance indicators (KPI’s) and team performance outcomes through coaching, mentoring and performance management. Our ideal candidate will have experience in a contact centre or a similar environment, with an ability to identify and report on customer satisfaction and service quality improvement opportunities and contribute and delivering training and development programs initiatives.

The role is responsible for:

• Coach and develop the Contact Centre Housing Specialist Team to ensure they are compliant with Defence and DHA policy and provide a positive member experience through adherence to the Quality Interaction Framework.
• Provide customer satisfaction and complaints reporting and analysis that informs decision making at the Contact Centre Executive level.
• Support the Service Quality Manager in identifying and implementing service delivery improvement initiatives.
• Coordinate the planning and delivery of effective training and development programs for Contact Centre Consultants.
• Work with the Contact Centre Operations Manager to ensure that DHA is prepared and informed when engaging with internal and external stakeholders with respect to the quality and consistency of services.

If you are a motivated self-starter capable of working independently, apply now!

Benefits for working at DHA include:

• 15.4% superannuation
• Work-life balance
• Positive workplace culture where you can bring your whole self to work
• Opportunities for growth and development
• Generous leave entitlements, including 18 days personal leave and 20 days annual leave per year

For more detail on what we offer, visit the DHA website and refer to the DHA Enterprise Agreement 2024-27.

How to apply

To apply, please click the Apply Now bubble below. Additionally, to view the position description for this opportunity please see the View Position Description bubble below.  

* A 500-word one page pitch addressing the requirements of the role is needed to apply.

Any questions? Please contact Katherine Rush, Operations Manager E: Katherine.Rush@dha.gov.au

Order of Merit

A merit pool will be established from this process which will be valid for 18 months from the date of advertising. This merit pool may be used throughout this period to fill similar positions in the event positions become vacant.

Inclusion and Diversity

DHA is committed to building an inclusive and diverse workforce. We welcome applications from across our community including, Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, ex-defence members, mature aged employees and carers.

RecruitAbility

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability

Eligibility

Employment with DHA is conditional on successful applicants demonstrating that they are an Australian citizen and can obtain and maintain a security clearance at the required level.

Applications close

AEST 11.55pm Friday, 27 September 2024