Job Description

Service Manager - Housing Services Operations

Housing Response Centre
Clerk Grade 9/10

• Office location – Liverpool
• Employment type –Talent Pool
• Clerk Grade 9/10 Salary range $129,464 - $142,665 pa plus superannuation & annual leave loading
• Generous Leave entitlements
• Opportunities for learning, development, and internal career progression

Your Role

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 housing operations?

The Department of Communities and Justice (DCJ) vision 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 Contact Centre (HCC) is a 24/7 operation of approx. 450 staff. The centre delivers NSW clients access to social housing services, including Link2home crisis accommodation, Social Housing Applications and Rentstart bond loan.

Your new role offers a generous salary package and internal career progression.

What you’ll do

A Service Manager is responsible for leading the selected service, which includes management of a small team and also the management and development of the service provided. The role requires strong stakeholder engagement, efficient process and service design, whilst ultimately looking to better the lives of our clients.

Some key responsibilities include:

• Manage Project Officers and oversee tasks completed by the Assistant Project Officers.
• Design, implement and coordinate comprehensive projects in order to promote service improvement.
• Prepare a range of project-related and BAU related documents for key stakeholders as required, including status updates, reports, budgets and discussion papers to manage the flow of information.
• Provide evidence-based advice and reports to the business unit leader or Director to ensure matters that impact business unit current business and future decision-making are considered.
• Liaise and work across DCJ Housing NSW divisions, other government departments, businesses and non-government stakeholders to ensure effective interface between program development, planning, service design and policy implementation.
• Use informed judgement to make sound Out of Guidelines decisions, remaining mindful to policy considerations and legislative requirements.

What we’re looking for

The successful applicant will have:

• Effective communication and collaboration skills with the ability to interact with multiple stakeholders at various levels,
• A passion for customer service with a drive to promote service improvements to enhance the customer experience,
• Experience in data analysis and review in order to make evidence-based recommendations,
• Strong time management skills with the ability to adapt to competing priorities in a high-pressure environment,
• Experience with day-to-day supervision and the performance management of staff.

Download the

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To apply directly via the DCJ Careers site click here Search for the job and click the ‘Apply now’ button.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career

• Competitive pay and conditions

• Training and development opportunities to build and maintain capabilities

• Health & Wellbeing and Employee Assistance Programs.

Want more information?  Visit our website to see more information on Working for us.

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!

Are you ready to join us?

Click apply, attach a cover letter (maximum 2 pages) outlining how you meet the requirements of the role as well as an up-to-date résumé (maximum 5 pages).

Applications close Monday, 6th April 2026 at 11:59pm AEST.

Got a question?

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Sarah Starr on 0459 890 157 or sarah.starr@homes.nsw.gov.au

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call Syvonne Pereira on 0498 091 786 or via Syvonne.pereira@dcj.nsw.gov.au

Visit Recruitment adjustments on the DCJ website to learn more.

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.

To find out what DCJ are doing to build an inclusive and diverse workforce, visitInclusion and diversity on the DCJ website

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Applying for DCJ jobs on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.

To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/

The Welcome Experience
Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more: www.nsw.gov.au/welcomeexperience

The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW’ page