Customer Service Centre & Customer Service Centre Complex Task Consultants (Shiftwork)
Job no: 493803Work type: Full Time / Part TimeLocation: Hunter Valley AdelaideClassification: DHA Level 3
About us
DHA was established in 1988 following the 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 or read our latest Annual Report.
About your team
The Customer Experience branch is located within the Service Delivery Group of DHA. The Service Delivery Group is responsible for providing all housing and customer services to Defence members and their families, including managing DHAs housing portfolio, administering housing benefits in accordance with Defence policy and providing property care services to landlords.
The Customer Experience branch provides high‐level housing and accommodation customer services to Defence property investors, ADF members and their families. The branch is comprised of a dedicated Customer Service Centre (CSC) which delivers high quality service outcomes to all stakeholders and a Customer Experience team which is responsible for capturing customer insights through a range of channels, distilling core themes and using human‐centred design principles to inform enterprise transformation initiatives and process design.
The CSC delivers Housing Maintenance and Living in Accommodation customer services in an omni‐channel environment and operates across sites in Adelaide, Townsville and Newcastle.
About the role
DHAs Customer Service Centre provides a range of services to Defence members, landlords and third parties including the establishment of benefits, property care and lease advice. DHAs Customer Service Centre operates for members 24 hours a day, 7 days a week.
This position is a Shiftwork position which means shifts may be allocated within and outside the span of ordinary business hours. This may include early mornings, evenings/night and weekends. For calls received after shift hours all staff are required to perform on‐call duties as required by the business. When working after business hours or on‐call an additional allowance will be paid in line with DHAs Enterprise Agreement.
As a Customer Service Centre Consultant (shiftwork) you will work under general supervision and be responsible for the administration of entitlements for Defence members, coordination of tenancy services and management of lessor enquiries governed by the parameters outlined in DHAs Services. In the course of your duties you will communicate with a range of internal and external stakeholders to provide comprehensive advice, support and resolution of issues.
As a Customer Service Centre Complex Task Consultant (shiftwork) you will work under general supervision and be responsible for the administration of complex entitlements for Defence members, coordination of tenancy services and management of lessor enquiries governed by the parameters outlined in DHAs Services. In the course of your duties you will communicate with a range of internal and external stakeholders to provide comprehensive advice, support and resolution of issues.
These roles are Non‐ongoing Engagements for a period of up to 12 months with possibility of extension or permanency.
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
Key Skills
* Typing
* Data Entry
* Customer Service
* Basic Math
* Computer Skills
* Windows
* Banking
* Upselling
* Pricing
* Sanitation
* Cash Handling
* Stocking
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: 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.
How to apply
To apply click the Apply Now button below with your current resume and a 300‐word pitch addressing the requirements of the role.
For more information about the role click View Candidate Information Pack button below.
Contact
Any questions? Please contact Katherine Rush a/g Head of Customer Experience
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