Team Leader | Housing Response Centre

Team Leader

Housing Response Centre

• Talent Pool only
• Location: Liverpool
• Shift Work 24/7 Roster
• Clerk Grade 7/8, Salary $113,574 – $125,720 per annum plus employer’s contribution to superannuation and annual leave loading

Do you have a passion for customer service and would like to use your delivery and management experience to help make a difference in our social housing and maintenance operations?

The vision of Homes NSW is to empower all people to live fulfilling lives and achieve their potential in inclusive communities with a focus on breaking, rather than managing, disadvantage.

The Housing Response Centre (HRC) is a 24/7 operation of approx. 550 staff. The centre delivers NSW clients access to responsive maintenance and social housing services, including Link2home crisis accommodation, Social Housing applications and Rentstart Bond Loan.

The role offers a generous salary package and internal career progression.

Your Role

The primary purpose of the role is to provide ongoing leadership, real-time support, direction and feedback to a team of Client Service Officers. You will work closely to facilitate the delivery of quality service outcomes to achieve Homes NSW objectives. You will also manage contact centre escalations and major incidents.

To be successful in this role you will need proven management experience and be able to demonstrate the ability to deliver business outcomes whilst leading a team in a high-volume contact centre environment

What You’Ll Do

• Providing real-time and ongoing leadership, direction, support, and feedback to staff and managers.
• Working closely with staff and management to deliver quality service and operational outcomes
• Managing a team of Client Service Officers who are responsible for answering the over 800,000 calls received by the centre per year, and processing applications received by online and other digital channels.
• Providing high level subject matter advice and support to staff with a view to delivering effective and client centred outcomes on escalated matters

What we’re looking for

The Successful Applicant Will Have:

• Strong sense of social awareness and commitment to quality customer service.
• Know how to lead and inspire a team to achieve effective client outcomes
• Demonstrated experience in team management in a high paced, KPI driven and dynamic work environment.
• Ability to work across a 24/7 roster
• Call centre management/supervisor experience including Genesys telephony system is desirable, but not essential

Download the Role Description

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We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• Location - Liverpool
• DCJ Clerk Grade 7/8
• Salary range$113,574 – $125,720 per p.a. plus employer's contribution to superannuation and annual leave loading.
• 4 weeks annual leave per year of service
• Generous salary packaging options and other fringe benefits
• Opportunities for learning and development and Internal career progression

Want more information?  Visit our website to see more information on Working for us.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!

Are you ready to join us?

Click apply, attach a cover letter (maximum 2 pages) outlining how you meet the requirements of the role as well as an up-to-date résumé (maximum 5 pages).

Applications close 11:59 pm Sunday October 5, 2025

Got A Question?

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Alexandra Lopez on 0436 809 273 or via Alexandra.Lopez@homes.nsw.gov.au

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best, please reach out to Syvonne Pereira on 0402 600 846 or via: syvonne.pereira@dcj.nsw.gov.au

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Applying for DCJ jobs on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.

To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/

• The Welcome Experience
•  Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more: www.nsw.gov.au/welcomeexperience

The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW’ page.