* Based in Parramatta, with flexible work locations across NSW
* Employment Type: Ongoing Full Time
* Salary – superannuation Clerk Grade 5/6: $99,398 to $110,271, plus employer's contribution to superannuation and annual leave loading
Your role
The Senior Client Service Officer manages Tenant Initiated NSW Civil and Administrative Tribunal (TI NCAT) matters across Homes NSW Housing Services. This role provides specialist advice, guidance, and support to Client Service Teams, ensuring consistent practice and compliance with the Residential Tenancies Act 2010. Operating at a state‐wide level, the role oversees governance, reporting, and risk management, while proactively preventing disputes from escalating to TI NCAT matters.
What You'll Do
As part of Homes NSW Housing Services, you will manage and coordinate Tenant Initiated NCAT matters across the state. You will oversee case progression, governance, reporting, and escalation processes, while working closely with Housing Portfolio regions and DCJ Legal to ensure timely and effective outcomes. You will provide expert advice on case management, review evidence, assess compensation and rent reduction claims, attend NCAT hearings when required, and contribute to continuous improvement through audits, training, and process development. You'll work collaboratively within a specialist, state‐wide team in a professional and fast‐paced environment.
What We're Looking For
* Proven experience managing NCAT cases, including Tenant Initiated matters
* Strong understanding of relevant legislation, policies, and procedures guiding NCAT processes
* Demonstrated ability to provide clear, practical advice and guidance to staff and stakeholders
* Strong stakeholder engagement and negotiation skills, with the ability to manage risk and meet timeframes
* NSW Driver's Licence
What We Offer
* A challenging and rewarding career
* Flexible, autonomous work environment
* Competitive pay and conditions
* Training and development opportunities to build and maintain capabilities
* Health & Wellbeing and Employee Assistance Programs
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.
Applications close 1 March 2026 11:59pm AEST.
For more information about the role or what it's like to work for DCJ, please contact the hiring manager Roger Mclean on 02 8753 9425 or at roger.mclean@homes.nsw.gov.au or alternatively Breanna Walsh on 0492 427 085. For recruitment adjustments, contact April McCarthy at 0418 639 435 or april.mccarthy@dcj.nsw.gov.au.
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 is doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.
#J-18808-Ljbffr