**Job Description:**
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This position plays a pivotal role in delivering housing and homelessness services through Housing Service Centres, working closely with the department to achieve its objectives.
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* You will manage complex social housing and housing assistance services, supervising Housing Officers who deliver direct services to customers in person, over the phone, via correspondence, in the field, or through outreach services within the community.
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Field work is a regular requirement of this role, which demands varying degrees of vigilance and risk management due to changeable and potentially volatile conditions.
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Key Responsibilities:
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* Approving high and very high need social housing applications and transfers, as well as quality-assuring application assessments.
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* Developing effective professional relationships with stakeholders to improve customer outcomes and processes, managing formal internal and external complaints, and facilitating resolutions.
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* Representing the team in appeals and attending the Queensland Civil and Administrative Tribunal.
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* Supervising team activities, exercising delegation as required, including monitoring performance, workload management, addressing operational issues, and reporting.
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* Managing and assessing properties, conducting condition appraisal inspections, and providing advice on maintenance requirements.
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* Contributing to portfolio renewal plans and implementing property developments.
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* Regularly working in the field, meeting with customers in their homes, and maintaining a safe working environment amidst changeable and potentially volatile conditions.
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**What We Are Looking For:**
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We seek an exceptional individual who can lead by example, demonstrating strong leadership skills, and contributing to our department's equity and diversity objectives. The ideal candidate will possess excellent communication skills, be able to handle conflicting demands, and maintain a balanced approach to risk management.
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The successful applicant will have the ability to actively listen, communicate clearly, and share knowledge and experience, acting as a coach, mentor, and role model for others. They will also demonstrate a commitment to professional, ethical, and culturally sensitive behaviour.
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Required Skills and Qualifications:
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* A strong customer-focus, understanding customer perspectives, and encouraging empathy within the team.
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* A balanced approach to managing conflicting demands and handling risk and uncertainty.
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* Effective written and verbal communication skills, active listening, and open communication.
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* Strong skills, knowledge, and expertise in service delivery, modelling professionalism, ethics, and cultural sensitivity.
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Applications will remain current for 12 months, and we welcome candidates from diverse backgrounds who share our commitment to excellence and innovation.