Contact Centre Representative

About Us


Community Housing Limited (CHL) is a leading not-for-profit organisation dedicated to making a positive impact in the housing sector. We are committed to addressing housing issues and supporting vulnerable populations by offering affordable and sustainable housing solutions to individuals and families in need.


At CHL, our primary goal is to create safe, secure, and affordable housing options that empower individuals and families to thrive. With a focus on delivering high-quality service and outcomes, we manage over 11,000 new and existing properties across various communities. CHL is driven by a collaborative team culture where every member plays a vital role in achieving our mission.




The Role


A career in community housing is extremely rewarding and now you too can contribute to positive social impact and a world without housing poverty.


The Contact Centre Representative is responsible for providing outstanding customer service over the phone to both new and existing customers. Your previous experience in liaising with a diverse range of vulnerable people will be highly regarded as you will be the first point of contact for our customers who may be in housing crisis.


You will address customer queries around housing and tenancy issues, triage customers based on their concerns, utilise your problem-solving skills, and respond in a timely and efficient manner.


This role will see you receiving 50-70 inbound phone calls per day, typing notes into our CHL system, lodging maintenance requests with relevant contractors, and responding to requests via email.


Our contact centre is open from 7am - 7pm Monday - Friday and we offer a variety of shifts and flexibility between these times. We provide extensive, hands on, training over a 2 week period. We currently have multiple full time fixed-term positions until February 2026.




About You


To be successful for this role, you will have a genuine passion for wanting to support vulnerable people in our community.


Essential Criteria:



Previous experience working in a contact centre.

Outstanding communication with the ability to problem solve and take ownership of varied customer enquiries, set expectations, and ensure that they are managed through to resolution.

Relevant skills and experience in working effectively and sensitively with a diverse customer group with complex needs.

Ability to handle a high volume of work and prioritise effectively.

Strong work ethic, willingness to learn, and a caring and empathetic nature.

Ability to work independently and as an effective team member, with a commitment to participating in a supportive and collaborative team culture.

Quick thinking, resilient, and thrive in a multitasking environment where no day is ever the same!

Previous experience working on MS Office programs.

Ability to compose professional correspondence via email to internal and external stakeholders.


Desirable:



Previous experience working in the social/community housing sector.




Please note that satisfactory police check is required for all staff and those with client related responsibilities are required to provide a NDIS and Working with Children Check (WWCC).


As an equal opportunity employer, CHL works closely with people from a diverse range of backgrounds. CHL acknowledges the traditional Aboriginal owners of country throughout Australia and we pay our respects to them, their culture and their Elders past, present and emerging.





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