Customer Care Hub Consultant in Liverpool

At SGCH, we believe everyone belongs. This is why our purpose, ‘to create belonging’ drives our commitment to build a team where diversity, inclusion and connection are at the heart of what we do. As a leading not-for-profit community housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, we continue to invest in our people, our homes, and our communities. Guided by our values – We Care, We Create, We Connect – we’ve built an inclusive workplace by caring for one another, creating and sharing new ideas, and connecting authentically every day, where everyone has the opportunity to grow and thrive.

We are committed to fostering an inclusive environment and building a team that reflects the diversity of the communities we connect with. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and people of all ages and life experiences. If this role excites you but you’re not sure you tick every box, we still encourage you to apply. Your passion and potential matter. Join us in creating sustainable, connected communities where everyone feels a sense of belonging and are empowered to thrive.

What we offer

• Competitive package – 35-hour work week with competitive, above Award pay and 17% annual leave loading
• NFP salary packaging – Up to $15,900 tax-free, plus $2,500 for meals, entertainment and accommodation, and Novated leasing providing both convenience and savings
• High-growth environment – Real opportunities to grow your career with a focus on internal promotions, inhouse learning and development and study assistance support
• Health and wellbeing benefits - Corporate discounts with Flare for everyday savings, Reward and Recognition program, access to a free 24/7 Employee Assistance Program (EAP) for you and your family
• Paid Parental Leave – 12 weeks paid parental leave and 3 days bonus annual leave
• Agile and innovative work practices – Hybrid work arrangements including work from home options, and modern, well-located offices close to public transport

About the role and about you

We’re looking for a Customer Care Hub Consultant to join our Customers team on a contract to April 2027 for a parental leave contract cover, to deliver high‑quality, customer‑centred service to our tenants and stakeholders. As a key member of our Customer Care Hub, you’ll be the first point of contact for customers, handling inbound enquiries related to repairs, maintenance, tenancy matters and general support. You’ll work in a fast‑paced, high‑volume environment where professionalism, empathy and problem‑solving are essential.

The duties in this role include but are not limited to:

• Deliver responsive, respectful and professional customer service via inbound calls
• Accurately log and manage customer enquiries and records
• Respond to tenancy‑related enquiries and support early intervention strategies
• Provide clear information about SGCH services and support options
• Collaborate with internal and external stakeholders to resolve complex enquiries
• Exercise delegated authority in line with SGCH policies and procedures
• Contribute to a positive, inclusive and safety‑focused workplace culture

To succeed in this role, you will be a customer‑focused professional who enjoys helping people and thrives in a service‑driven environment. If this sounds like you, we’d love to hear from you.

How to apply

If this sounds like you, please click ‘Apply’ and upload your CV. Applications will be reviewed as received so apply today! The recruitment process may include interviews and relevant skills or behavioural assessments with selection based on demonstrated merit against the roles criteria. Appointment is subject to standard pre-employment checks, such as working rights, employment references from previous managers, a National Police Check, and a health assessment. Please note we may establish a Talent Pool from this process.

If accessibility and adjustments are needed to apply for this role comfortably, just let us know. Your privacy and dignity are always respected. Please reach out to jobs@sgch.com.au

Essential Criteria:

• Proven experience delivering professional customer service in a busy and demanding environment, with the ability to handle a high volume of customer interactions effectively.
• Sound written and verbal communication skills, with excellent interpersonal abilities and the capacity to negotiate by telephone with a broad range of stakeholders.
• Sound organisational and time management skills, self-motivation with a learning mindset, and the ability to work autonomously, with a good understanding of Workplace Health and Safety risks.
• Ability to work with a business acumen and a social heart with self-motivation, compassion and resilience to manage competing priorities, deadlines and multiple stakeholders, to continuously improve, and deliver the best outcomes for the business and customers of diverse backgrounds and vulnerability.