Contact Service Centre Performance & Engagement Lead

Job no: 493899
Work type: Full Time, Part Time
Location: Adelaide
Classification: Executive Level 1

About us

DHA was established in 1988 following passage of the Defence Housing Australia Act 1987 (DHA Act) to provide adequate and suitable housing for, and housing related services to, members of the Australian Defence Force (ADF) and their families. We remain committed to our purpose of providing housing, and housing related services, to ADF members and their families to support Defence’s operational needs.  

DHA manages an expanding portfolio of housing solutions and provides housing for over 17,200 ADF members and their families and administers rent allowance for more than 16,000 ADF members and their families in private rental accommodation. DHA provides housing related services advising on eligibility, providing posting support, and managing bookings and allocation services for all DHA provisioned housing and on-base accommodation to approximately 60,000 ADF members. 

To find out more about DHA, please refer to our website or read our latest Annual Report.

About your team

The Service Delivery Group is responsible for providing all housing and customer services to contractors, landlords, ADF members and their families. This includes managing DHA’s housing portfolio, DHA’s housing assets and providing property care services to landlords.  

The Service Delivery Group are responsible for supporting DHA to meet its strategic outcomes through:  

• Operational delivery of tenancy, landlord and property management functions across regions.  
• Provision of DHA’s asset management function, delivery of upgrades work, Defence construction projects and contract management functions.  
• Provision of operational training content for Service Delivery staff.  
• Provision of specialised customer service and property management.
• Provision of high-level contract management and tender support to a national panel of repairs and maintenance contractors 
• Ensuring property repairs, maintenance and asset management are planned, co-ordinated and standardised  

This position is located within the Customer Experience team and is responsible for overseeing the provision of housing and accommodation customer services to ADF members and their families. 

About the role

You will leverage your advanced communications and leadership skills to drive positive attendance, engagement and performance outcomes for the Customer Service Centre. You will oversee capability development and cultural initiatives for regionally dispersed teams, working closely with the Team Leaders to ensure consistency of messaging and service outcomes. You will apply your sound judgement, excellent communication and analytical skills to make recommendations to the Director of Service Operations on matters of performance, capability and culture across the Customer Service Centre.

Benefits for working at DHA include:

• 15.4% superannuation
• Generous leave entitlements, including 18 days personal leave and 20 days annual leave per year
• Work-life balance and flexible working options
• A positive workplace culture where you can bring your whole self to work
• Opportunities to broaden your industry knowledge and experience
• Career progression and opportunities
• A dedicated Employee Assistance Program for you and your family to access in times of need
• ADF partner employment conditions when posting to a new location

For information on DHA’s Employee Value Proposition, visit our website.

How to apply

To apply, click the Apply Now button below with your current resume and a 500-word pitch, addressing the requirements of the role.

For more information about the role, click View Candidate Information Pack button below.  

Applications close: 11:55pm AEST 24 May Any questions? Please contact Katherine Rush, Director Service Operations, Customer Service Centre T:08 8254 7881  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.

View Candidate Pack