At a Glance
- Tasks: Lead teams to deliver impactful housing and maintenance services for vulnerable communities.
- Company: Join the Department of Communities and Justice, a top public sector employer in Australia.
- Benefits: Enjoy competitive pay, flexible work, and opportunities for training and development.
- Other info: Be part of a diverse and inclusive workforce focused on breaking disadvantage.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in team leadership and a passion for customer service are essential.
The predicted salary is between 129492 - 129492 £ per year.
Location: Liverpool
Employment type: Talent Pool creation for future ongoing and temporary positions valid for up to 18 months | Shift Work 24/7 Roster
Salary: Clerk Grade 7/8, Salary Range $116,981 - $129,492 per annum plus employer’s contribution to superannuation and annual leave loading
Do you have a passion for customer service and would like to use your delivery and management experience to help make a difference in our social housing and maintenance operations?
The vision of Homes NSW is to empower all people to live fulfilling lives and achieve their potential in inclusive communities with a focus on breaking, rather than managing, disadvantage.
The Housing Response Centre (HRC) is a 24/7 operation of approx. 550 staff. The centre delivers NSW clients access to responsive maintenance and social housing services, including Link2home crisis accommodation, Social Housing applications and Rentstart Bond Loan.
The role offers a generous salary package and internal career progression.
Your role:
Homes NSW is seeking experienced, customer-focused and people-centred leaders to join our Housing Response Centre. We are recruiting Team Leaders to support two distinct but complementary service streams within our Housing Services and Maintenance teams.
Both functions play a critical role in supporting vulnerable people across NSW by delivering housing and maintenance services that improve lives and strengthen communities.
As a Team Leader, you will provide leadership, coaching and operational support to a team of Client Service Officers, ensuring high-quality customer outcomes, achievement of service standards and a positive team culture.
You will work closely with staff, managers and stakeholders to deliver responsive services, manage escalated matters and drive operational performance in a fast-paced environment.
What you’ll do:
- Housing Services Team Leader: Lead a team responsible for assisting clients with housing enquiries, social housing applications, tenancy support, private rental assistance products and access to housing-related services. You will support staff to assess customer needs, provide accurate advice and coordinate effective service outcomes for customers.
- Maintenance Team Leader: Lead a team responsible for coordinating maintenance requests for Homes NSW tenants. You will support staff to manage maintenance enquiries, create and monitor work orders, coordinate repairs and ensure maintenance outcomes are delivered efficiently and in line with customer expectations.
Across both teams, you will:
- Provide real-time leadership, coaching, support and feedback to staff.
- Manage team performance and contribute to the achievement of operational and customer service targets.
- Support staff in handling complex enquiries, complaints and escalated customer matters.
- Monitor workflow, staffing levels and service delivery outcomes to ensure customer needs are met.
- Develop staff capability through ongoing coaching, mentoring and performance conversations.
- Analyse performance data and contribute to continuous improvement initiatives.
- Work collaboratively with internal stakeholders, service providers and partner agencies to achieve service outcomes.
- Contribute to major incident management and operational responses as required.
What we’re looking for:
The successful applicant will have:
- Demonstrated experience leading and developing teams in a high-volume, fast-paced operational environment.
- A strong commitment to customer service and achieving positive outcomes for clients.
- Experience managing performance, coaching staff and driving service excellence.
- Strong communication, stakeholder engagement and problem-solving skills.
- The ability to manage competing priorities and support teams through change and challenging situations.
- Experience managing escalated client matters and complex enquiries.
- Availability to work across a 24/7 roster.
Desirable:
- Contact centre leadership experience.
- Experience within social housing, maintenance, property services, construction or a related service delivery environment.
- Experience using workforce management and telephony systems such as Genesys.
What We Offer:
- A challenging and rewarding career
- Flexible, autonomous work environment
- Competitive pay and conditions
- Training and development opportunities to build and maintain capabilities
- Health & Wellbeing and Employee Assistance Programs.
We do work that really matters. Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.
Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!
Applications close Thursday, 24 September 2026 at 11:59pm AEST.
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.
Thank you for your interest in this role. We look forward to receiving your application.
Team Leader | Housing Response Centre in Liverpool employer: NSW Department of Communities and Justice
The Department of Communities and Justice (DCJ) is an exceptional employer, particularly for Aboriginal Child Protection Caseworkers in South Western Sydney, offering a meaningful career dedicated to supporting families and communities. With a strong focus on cultural connection, employee wellbeing, and professional development, DCJ fosters a collaborative work environment where your contributions can lead to real change. Enjoy competitive pay, flexible working conditions, and the opportunity to make a lasting impact in the lives of children and families.
Contact Details:
NSW Department of Communities and Justice Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader | Housing Response Centre in Liverpool
✨Dive into Local Community Groups
Social work thrives on community connections, so get involved in local groups or forums specific to your interests. Whether it’s volunteering at local shelters or joining community action boards, these are great ways to boost your visibility and make direct contacts that could lead to opportunities like the one at NSW Department of Communities and Justice.
✨Attend Social Work Events and Workshops
Keep an eye out for workshops, seminars, or conferences in social work. These events are fantastic for meeting professionals in the field, learning about emerging trends, and spotting job openings. Plus, you might just bump into someone from NSW Department of Communities and Justice!
✨Showcase Your Passion and Expertise
Use platforms like Instagram or LinkedIn to share your journey and insights into the social work sector. Whether it’s writing about your experiences or sharing relevant articles, this helps to establish you as an engaged professional. Potential employers, like NSW Department of Communities and Justice, will notice your enthusiasm!
✨Leverage Your Network
Don’t hesitate to reach out to professors, mentors, or even past colleagues who are in social work. They might have inside knowledge about openings at NSW Department of Communities and Justice or be able to connect you with someone who’s hiring. Networking is key, especially in a full-time role where relationships matter.
We think you need these skills to ace Team Leader | Housing Response Centre in Liverpool
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let us see your passion for social work shine through! Talk about the experiences that made you want to pursue this career—whether it’s volunteering, personal experiences, or academic projects. We want to know why this field matters to you.
Emphasise Relevant Qualifications:Make sure your CV highlights any relevant qualifications, like degrees in social work or certifications like a DBS check. If you've done any workshops or training, don’t forget to include those as well. We're keen to see your commitment to your professional development!
Detail Your Experience with Clients:Since this is a hands-on field, detailing any direct experience you have with clients is crucial. Whether it's internships, volunteer roles, or previous jobs, highlight those experiences in your CV to show us you've got the practical skills necessary for the job!
Tailor Your Application to NSW Department of Communities and Justice:Before hitting send, make sure to tailor your application specifically to NSW Department of Communities and Justice! Research our mission and values, and refer to them in your cover letter. This shows us that you understand our work and are genuinely interested in being a part of our team!
How to prepare for a job interview at NSW Department of Communities and Justice
✨Understanding the Role of Empathy
In social work, understanding and demonstrating empathy is key. Be prepared to share personal experiences or scenarios where you effectively showed compassion and support. This helps show that you genuinely care about the well-being of others, which is crucial in social work.
✨Demonstrating Knowledge of Frameworks
Familiarise yourself with the frameworks and models used in social work, such as the Strengths-Based Approach or the Ecological Perspective. Be ready to discuss how these frameworks apply to your work, especially if you can tie them into real-world examples or case studies you've encountered.
✨Showcasing Your Multi-Disciplinary Skills
In a full-time social work role, you'll often collaborate with healthcare professionals, educators, and law enforcement. Be prepared to describe your teamwork experiences and how you've effectively communicated with other disciplines to achieve the best outcomes for clients.
✨Preparing for Scenario-Based Questions
Expect questions that put you in hypothetical social work situations, such as dealing with a crisis or managing a complex case. Think through your thought process for these scenarios beforehand, considering how you'd assess the situation and what steps you'd take, as this demonstrates your critical thinking and problem-solving abilities.
