Maintenance Contact Centre Consultant

Job no: 493548
Work type: Full Time
Location: Hunter Valley, Adelaide
Classification: DHA Level 3

Are you looking for a role in a fast-paced after-hours Contact Centre environment?

Are you a customer service super star who thrives on helping others and is interested in supporting our Defence personnel with their housing needs?

Defence Housing Australia (DHA) is currently seeking to fill several Maintenance Contact Centre Consultant vacancies at the DHA3 level in our Newcastle and Adelaide office locations.

Salary Range: $72,165 to $79,961 per annum plus 15.4% superannuation

About us

Defence Housing Australia (DHA) is a Nationally Recognised Government Business Enterprise with the primary role of providing housing and related services to Defence and their families. DHA manages one of Australia’s largest national housing portfolios of about 17,000 properties and are seeking several Maintenance Contact Centre Consultant to join the after-hours Contact Centre team.

About the role

There are two current ongoing opportunities and several non-ongoing vacancies in Carrington, NSW and Adelaide, SA. We are seeking to form a merit pool for potential future opportunities within the Contact Centre.

As a Contact Centre Consultant, you will be part of the after-hours team, responsible for administrating entitlements for Defence members, coordinating tenancy services and managing lessor enquiries within articulated key performance expectations. You will play a key role in fostering positive working relationships with a range of internal and external stakeholders to providing comprehensive advice, support and resolution of issues.

About your team

DHA’s Contact Centres deliver a range of services to Defence members, investors and third parties including the establishment of entitlements, property care and lease advice. Operating on an omnichannel platform, our contact centres are governed by the parameters outlined in DHA’s Defence Services Agreement.

Hours of work

DHA’s contact centre operates 24 hours a day, 7 days a week. The contact centre shift work role is a full-time shift work position. The successful candidate will be required to work 5 days a week on a rotational roster that includes shifts (of 8 hours with a 30-minute break) between 7.00am and 11:00pm. The two days not working each week will be scheduled back-to-back.

For calls received between 11:00pm and 7.00am, all staff will be expected to take turns answering an on-call phone as required. When working after business hours or on-call, an additional allowance will be paid in line with DHA’s Enterprise Agreement. After initial training is completed, work-from-home arrangements may be requested.

Our ideal candidate will have:

• Experience delivering exceptional customer service and delivering results.
• Outstanding communication skills, with the ability to provide information and advice to a range of stakeholders in a timely manner.
• The ability to use a range of computer-based resources and programs to provide excellent customer service.
• A proven track record planning own work goals and priorities that align with team outcomes to achieve key performance indicators (KPIs) targets.
• Demonstrated organisational skills, sound judgment and attention to detail. 
• The ability to adapt to change in the workplace and work collaboratively as a team member.

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
• Positive workplace culture where you can bring your whole self to work
• Opportunities for growth and development
• Career progression and opportunities
• ADF partner employment conditions when posting to a new location.

For more information on DHA’s Employee Value Proposition, visit our website and refer to the DHA Enterprise Agreement 2024-27.

How to apply

To apply, click the Apply Now button below with your current resume and a 300-word one page pitch, addressing the requirements of the role.

For more information about the role, click View Position Description button below.  

Any questions? Please contact Alison Glady, Team Leader T: (02) 4983 5327 E: Alison.Gladys@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.

Applications close

AEST 11.55pm Tuesday 4 February 2024

View Position Description