Description:
Division: Homes NSW Location: Liverpool, NSW, AU, 2170 Req ID: 66248- Location: Regional & Metro roles with ability to work from home. Must be available to attend meetings in Liverpool and Parramatta when required
- Employment Type: Ongoing, full-time
- Salary: $93,295 - $102,941 + superannuation
- Generous leave entitlements
- Opportunities for learning and career development
Your Role
Do you have a passion for customer service and would like to use your Information and Communications Technology knowledge to help make a positive difference in our social housing maintenance operations?
Homes NSW is an Agency of the Department of Communities and Justice (DCJ). Our vision is for NSW to be a place where everyone has access to safe and secure housing, and where experiences of homelessness are rare, brief, and non-recurring. We lead work to deliver more quality social housing to our 262,000 tenants across NSW, empowering our tenants to live fulfilling lives and achieve their potential in inclusive communities with a focus on breaking, rather than managing disadvantage.
We strive for excellence in service delivery and most importantly, Homes NSW puts people at the heart – including our staff. Working for us means you are joining a team where your expertise and skills will be valued.
The Maintenance Hub Response Centre operates 24/7 365 days a year, and employs around 150 staff to provide responsive maintenance solutions to social housing properties in NSW, utilising various channels such as telephone, email, and online platforms to cater to our clients’ needs effectively.
Your new role offers a generous salary package and internal career progression, as well as flexible work arrangements, including the ability to work remotely from home.
Regional NSW candidates are encouraged to apply.
What you’ll do
Your new role reports to the Telephony and ICT Team Leader where you will provide real-time support and subject matter expertise to staff across multiple and varied systems to enable ongoing high-quality service in a high-paced high performing Response Centre.
You will be part of a dynamic support team working in a high-paced, high performing environment, committed to delivering quality service outcomes.
You will do this by:
- Providing high level support matter expertise and advise to the ICT Team Leader
- Negotiate with internal and external stakeholders to troubleshoot and problem solve systems issues to maintain operability and efficiency with minimal disruption to services
- Effective use of technology to ensure continual improvement and performance advancement in line with current and future business needs
- Contributing to the development and presentation of high level reports, advice and support to demonstrate business capability, compliance to KPI’s as well as proven improvement opportunities
What we’re looking for
The successful applicant will have:
- Strong client focus with a commitment to quality customer service
- Excellent computer and technology skills including troubleshooting and issues resolution
- Data extraction and analysis across a range of systems to determine trend, performance and improvement opportunity against KPI’s
- A fully functional, private, and secure work from home office
- Commitment to attend scheduled team meetings at our Liverpool and Parramatta Offices
- Call centre experience including Genesys telephony system is also highly desirable, but not essential
Appointments are subject to:
- Reference checks
- A National Criminal History Check in accordance with the Disability Inclusion Act 2024.
For further information, please
Are you ready to join us?
If this opportunity is what you are looking for Click Apply, attach a Cover Letter (Maximum 2 pages) outlining how you meet the requirements of the role as well as an up-to-date resumé.
Applications Close Wednesday 17 April 2024 11:59pm
Got a Question
For more information about the role or what it’s like to work for Homes NSW, please contact Kathryn Sullivan via email MRC-Recruitment@homes.nsw.gov.au
If you have a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best, please contact Nancy Girgis at Nancy.Girgis@dcj.nsw.gov.au
Note: Appointments are subject to pre-employment checks
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 are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website
For more information visit Your recruitment journey on the DCJ website.
A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.
Thank you for your interest in this role. We look forward to receiving your application.