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Our client is a tier 1 nationally registered community housing provider that has serviced and supported members of the Illawarra community for over 30 years.  They provide housing and property management services to around 2000 residents in approximately 1200 homes.  Our client turns over approx $15M pa and employees over 40 people and their purpose is to provide homes, build communities and create opportunities and enrich the lives of their tenants.The Team Leader is responsible for leading a team and implementing best practice operations and customer service (reception/front of house), management of leasehold properties, applications and allocations, general tenancy management and the specialist client support worker.The role reports to the General Manager, Customer and Communities and must have excellent knowledge of social housing policy including Housing Pathways (NSW application and allocations system) and extensive experience coaching others in improving outcomes for clients with complex needs.You must be a leader of change, demonstrate resilience and be a positive guiding influence on those around you.Selection CriteriaThe successful person must have or be able to demonstrate:At least 3 years in a team leader role with a proven commitment to employee coaching and capability development;Relevant tertiary qualifications in management, social housing or community services;An in depth understanding of social housing policy, RTA and housing Pathways;Excellent oral and written communication skills to be able to present internally and externally;A commitment to exceptional customer service and experience serving clients with complex needs or from disadvantaged or vulnerable backgrounds;A proven ability to analyse process and policy for the purpose of continuous improvement and best practice.Key Responsibilities:Leadership - managing the wellbeing and performance of the team.  Ensuring effective results against key performance indicators and financial targets associated with the tenancy management ie efficient allocation of properties, effective case management that helps sustain tenancies, reducing tenant debt including rent arrears.Implementing customer service standards, effective complaint resolution and meeting customer satisfaction benchmarks.Providing input into housing and tenancy policy best practice and driving change throughout the team through consultation, communication and influence.Developing and maintaining relationships with strategic partners, support providers and other key stakeholders that supports better outcomes for our tenants and helps them sustain their tenancies;Ensuring accurate record keeping and best use of the company's technology and IT systems for the use in management reporting, compliance and the registrar or NCAT.(Please refer to the PD for the full details)Personally, you must be able to demonstrate flexibility, resilience and adaptability and show a willingness for meaningful change and a commitment to the principles of equity of access and cultural diversity.Your expertise, passion and energy will ensure your success in this role. Please include a cover letter describing your fit for this role and ensure to include a resume and respond to the selection criteria as part of the application process.Position Description - Team Leader Allocations Australia - NSW Wollongong, Illawarra & South Coast

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