Permanent Full Time | 35 hours/week Location: Blacktown NSW 2148 Salary: $77,386 + Super + Salary Packaging 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 stand together with anyone who needs us, for as long as they need us. Find out more about us and our purpose. Your Opportunity At Mission Australia Housing, we believe everyone deserves a safe and secure place to call home. We provide social and affordable housing to vulnerable Australians, helping people build stability, strengthen communities, and create better futures. We are currently seeking a Customer Support Officer to join our Housing Customer Support Hub. In this rewarding role, you will be the first point of contact for tenants, clients, and stakeholdersplaying a vital role in delivering exceptional service and ensuring every interaction is professional, supportive, and solutions-focused. As part of a collaborative and purpose-driven team, you will help people access the information and support they need while contributing to the smooth operation of our housing services. Your Key Responsibilities: Deliver high quality and dedicated customer service to all stakeholders of Mission Australia with a focus on professionalism, respect and empathy. Respond to enquiries efficiently, manage client expectations and escalate more complex issues to a supervisor when necessary Cultivate positive working relationships with clients, tenants and both internal and external stakeholders Maintain client records accurately within CRM systems, Asset Management Systems and Data Management Systems Perform all central administrative tasks thoroughly, accurately and efficiently Deliver high quality experience for the caller using trauma informed language and techniques to defuse highlighted callers Participate in discussions to develop responses to tenant feedback and actively engage the tenants to participate in Mission Australia Housing and Community Programs Requirements of Success Demonstrated experience in high volume fast paced customer service or contact centre environments, preferably within housing, community services, or a related sector. Strong communication and interpersonal skills, with the ability to handle sensitive and complex situations. Proven administrative and organisational skills with attention to detail and accuracy. Ability to work with diverse communities using empathy, respect, and trauma-informed practices. Proficiency in data and case management systems (CRM/asset management systems desirable) and MS Office products A collaborative team player with the ability to work independently and escalate issues appropriately. Before starting work with us, you will need to undertake a national police history check, qualifications and referee checks. 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 prioritize 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 youre 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 talentattraction@missionaustralia.com.au 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 deadlycareers@missionaustralia.com.au Your benefits Rewarding work every day you know youre 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 Extra leave available including an additional public holiday, additional annual leave day on your work anniversary and the opportunity to purchase further annual leave. 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 Mission Australia is a national Christian charity motivated by a shared vision of an Australia where everyone has a safe home and can thrive. Since 1859, weve been standing alongside people in need across Australia, offering real hope that has lasting impact. Backed by our supporters, churches, partners, and funders, we work together for the long-term wellbeing of anyone who needs us, reflecting our values of respect, compassion, integrity, perseverance and celebration. We collaborate with people experiencing homelessness or disadvantage to tackle the root causes of their challenges through providing access to safe, affordable homes and innovative, evidence-based support services. Every day we deliver homelessness crisis and prevention services, provide social and affordable housing, assist struggling families and children, address mental health issues, fight substance dependencies, support people with disability and much more. Mission Australia believes a persons circumstances shouldnt define their future and that given the right support, everyone can reach their full potential. Thats why we stand together with Australians in need, until they can stand for themselves. Learn more about Mission Australia and our purpose.