Customer support hub officer

• Permanent Full-Time Position | 35 hours per week
• Location: Kingswood, NSW 2747
• Salary: $82,400 + Super + NFP Salary Packaging Benefits
• Make a meaningful difference to the lives of Australians in need

Life at Mission Australia

When you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive. United by our Christian purpose and values, we advocate for a fairer Australia, to meet the growing needs of people across the country. Together we are building hope and possibility for all.

Find out more about us and our purpose.

Your opportunity

Join Mission Australia Housing as a Customer Support Officer and be the first point of contact for tenants, clients and community members. In this fast-paced and rewarding role, you will handle enquiries, provide accurate information and support, coordinate administrative tasks, and help deliver a positive customer experience across our housing services.

If you enjoy helping people, thrive in a customer-focused environment, and take pride in providing professional and compassionate service, this is an opportunity to make a genuine difference in the lives of our customers and communities.

Your key responsibilities will be to:

• Serve as the first point of contact for tenants, clients, and stakeholders, responding to phone, email, and online enquiries in a professional, empathetic, and timely manner.
• Resolve a broad range of customer enquiries; providing accurate information, managing expectations, and ensuring positive outcomes wherever possible.
• Coordinate and process maintenance requests, service enquiries, and support referrals, ensuring all actions are recorded and managed in line with policies and service standards.
• Maintain accurate and up-to-date client records across customer relationship management, asset management, and document management systems.
• Manage shared inboxes, work queues, and administrative processes to support the efficient operation of the Customer Hub.
• Build strong working relationships with tenants, colleagues, contractors, community organisations, government agencies, and other key stakeholders.
• Support vulnerable customers using a trauma-informed approach, handling sensitive situations with discretion while identifying opportunities to connect tenants with additional support services.
• Monitor enquiries through to completion, escalating complex issues when required and contributing to service improvements, customer satisfaction, and achievement of key performance targets.

Requirements for success

• Experience in customer service/contact Centre environments - managing high-volume enquiries across phone, email, and digital channels.
• Strong communication skills, manage sensitive conversations, and deliver exceptional customer service.
• Strong administration and data entry skills.
• Proficiency in Microsoft Office
• Knowledge of the social housing sector and the challenges facing vulnerable and low-income Australians, with a compassionate and solutions-focused approach.

Before starting work with us, you will need to undertake a national police history check, qualifications, and referee checks, and have a clearance to work with children/vulnerable people.

Your benefits

To ensure our employees feel valued, empowered, and celebrated, we provide a range of employee benefits including:

• Rewarding work – every day you know you’re making a real difference
• Not-for-profit salary packaging, reducing your tax (details via AccessPay)
• Free external, confidential counselling and access to chaplaincy support
• Volunteering opportunities 
• Opportunity to purchase additional annual leave
• Extra leave including: Mission Australia Thank You Day & Work Anniversary Day off

Our culture  

Our innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career.  

We prioritise the safety and wellbeing of everyone, both within our team and the individuals we serve.

We are committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. So, whoever you are, if you’re skilled and actively support our purpose and values, you would be welcome at Mission Australia.

If you live with disability and require support to submit your application, please email [email protected] or visit our Careers page for additional contact details.

We strongly encourage applications from people who identify as Aboriginal or Torres Strait Islander. For culturally safe support or assistance with your application, please contact us at [email protected]  

Find out more about a career with Mission Australia. 

How to apply

Click ‘Apply’ and send your application today!

As a committed Circle Back Initiative employer, we will respond to your application.

Applications are shortlisted as they are received. Please apply as soon as possible to be considered. Thank you