Senior Customer Service Manager (Outreach and Frontline Services)

Your role within Housing and Homelessness Services will support the department to provide immediate, coordinated multi-agency assistance to individuals and families experiencing or at risk of homelessness to ensure they receive the support and services needed.

The work you will do helps someone every day, and that means the world to us.

As Senior Customer Service Manager, you will ensure efficient and effective service delivery that is reflective of customer need and aligned to outcomes for the individual and the organisation.

What you will be doing:

• Provide leadership, guidance and support to the Manager and all staff through the effective coordination of a range of activities such as workload and workforce management and planning.
• Provide outreach and assistance to customers experiencing homelessness, including individuals sleeping rough, sleeping in vehicles, tents or makeshift structures, to access safe, secure and appropriate housing.
• Appropriately and sensitively respond to customers experiencing homelessness to understand their specific housing and support needs.
• Work collaboratively with Housing Service Centres (HSC's), Specialist Homelessness Services, service providers and support agencies to plan and deliver housing assistance.
• Create a team culture which thrives on communication, collaboration, continuous improvement, positivity, safety, learning and capability building.
• Be an active and positive member of the Critical Response leadership team.
• Ensure staff are supported to achieve excellence in their performance at work through promoting and supporting a high-performance culture that maximises potential.
• Apply HR management policies and principles by coordinating and monitoring the delivery of service consistent with financial, HR and administrative delegations and responsibilities.
• Develop and apply a high level of awareness and understanding of protocols and issues impacting on Aboriginal and Torres Strait Islander peoples to facilitate improved service delivery and customer outcomes and communicating effectively and sensitively with people from different cultural backgrounds.
• Lead and ensure you establish and maintain a workplace safety culture by ensuring that all policies and practices concerning Workplace Health and Safety are applied and a part of day-to-day operations.

Mandatory Requirement

• Class C driver's license
• Travel will be required for this role including overnight travel.

Applications to remain current for 12 months.