Contact Centre Consultant
Job no: 493661
Work type: Full Time
Location: Townsville, Adelaide
Classification: DHA Level 3
About us
DHA was established in 1988 following 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 our DHA.gov.au or read our latest Annual Report.
About your team
The Service Delivery Group is responsible for meeting DHA’s delivery objectives in the provision of quality housing services including provision, stock management, housing allocation, living-in accommodation and repairs, maintenance and tenancy services.
DHA’s contact centres provide a range of services to Defence members, investors and third parties including the establishment of entitlements, property care and lease advice. The contact centres operate on an omnichannel platform and are governed by the parameters outlined in DHA’s Services Agreement.
About the role
To be successful in these roles, you will have a strong customer service focus and the ability to develop a practical and procedural understanding of DHA’s core business including our primary customer, Defence.
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 within articulated key performance expectations. 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.
The DHA3 & DHA4 assessment process is based on the APS ILS criteria.
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
- ADF partner employment conditions when posting to a new location
For information on DHA’s Employee Value Proposition, visit our website.
This is a Non-ongoing Engagement will be for a period of 12 months
Note: All successful applicants are required to be eligible to complete a Baseline Vetting security clearance for consideration of the Australian Government Security Vetting Agency (AGSVA)
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.
Applications close: 11:55pm AEST 27 August 2025. Any questions? Please contact Angela Richardson – Performance and Engagement Lead angela.richardson@dha.gov.au / 07 4726 1840
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.
View Candidate Pack
Advertised: Cen. Australia Standard Time
Applications close: Cen. Australia Standard Time
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