Customer Service Officer - Housing Services

Why join Launch Housing

Launch Housing is an independent Melbourne based community organisation passionately committed to ending homelessness. From providing high quality housing and an innovative range of support, education and employment services, we bring solutions to homelessness under one roof for thousands at risk of, or experiencing the crisis and trauma of homelessness. With over 400 staff working across 16 locations in metropolitan Melbourne, we combine direct action with advocacy, research and innovation to drive widespread change.

Our people are the backbone of our organisation and supporting their wellbeing and professional development is critical to our ability to help our clients and the community. We value lived experience and diversity in our staff, and provide high-quality training & supervision, wellbeing days, access to an Employee Assistance Program and much much more to ensure your career with us is fulfilling.

Don’t just walk past homelessness. Join the solution.

Our permanent and fixed-term employee benefits include:

• Contributing to useful and rewarding work and giving something back to the community

• Wellbeing days, ceremonial leave, carers leave and study leave

• Flexible working arrangements

• Purchased leave

• 17.5% leave loading

• 8 weeks’ gender neutral paid parental leave after 12 months of service for both the primary and secondary carer

• Training and career growth opportunities across Launch Housing

• A portion of your income can be tax-free by salary packaging your personal expenses

• Additional tax-free salary packaging on dining and accommodation expenses

• Positive, supportive and progressive work environment

About the opportunity:

The Housing Services Customer Service Officer is an entry-level position that reports to a Coordinator within one of the Housing Services Tenancy Management teams. This role plays a key part in delivering high-quality, client-centred services to renters by performing a broad range of administrative and tenancy support tasks across the Housing Services property portfolio in accordance with the Residential Tenancies Act and Launch Housing policies, procedures and systems.

The Housing Services Customer Service Officer is an on-site role responsible for supporting the three Tenancy Management Functions teams by managing incoming telephony, including renter and caller triage, and providing reception coverage as required. Acting as the first point of contact for incoming calls, this role ensures the efficient and professional handling of enquiries, directing them to the appropriate team for timely tenancy service delivery. The key responsibilities include liaising with our renters internal and external partners and a range of other relevant stakeholders as required to perform the day-to-day administration duties associated with tenancy management.

Permanent full-time role (76 hours per fortnight) based at Collingwood.

What you'll be doing::
• Efficiently manages incoming telephony, including renter and caller triage, acts as the first point of contact, ensuring all enquiries are handled professionally and directed to the appropriate team, enabling timely and effective tenancy service delivery.

• Responding to renter and stakeholder enquiries in a timely and professional manner, both verbally and in writing.

• Providing high-quality administrative support to the Tenancy Management team.

• Logging and tracking maintenance requests accurately.

• Managing property keys, including conducting regular key audits.

• Scanning, uploading, and maintaining accurate digital records of documents.

• Preparing and processing mail merges and renter communications.

• Entering and maintaining data in the organisation’s CRM system.

• Collating renter sign-up packs and other relevant documentation.

• Maintaining an organised and accessible filing system.

• Overseeing and monitoring VCAT Hub notifications.

• Managing registered and non-registered mail, including monitoring the shared team inbox.

• Provide reception coverage as required.

What we're looking for (key selection criteria): :
• Excellent interpersonal and communication skills, both verbal and written.

• Good customer/client interaction skills.

• Accuracy in recording information.

• Demonstrated successful experience in front-end service delivery.

• Computer literacy consistent with contemporary Office systems.

• Demonstrated administrative skills, including a high level of data accuracy and strong attention to detail.

• Ability to work autonomously.

• Ability and interest in establishing positive relationships with people of diverse backgrounds.

• Well-developed organisational and time management skills.

• Understanding of, or a demonstrated commitment to upholding, Child Safe Standards in the workplace.

• Strong communication and interpersonal skills, with the ability to engage effectively with people from diverse backgrounds.

• Demonstrated commitment to the values of Launch Housing and our mission to end homelessness.

Applications close Wednesday 15 April, 2026.

For more information, please contact [email protected].

How to apply

To apply for this opportunity, please click on "Apply for this job" button. Please submit a cover letter addressing the key selection criteria and your CV.

For a copy of the position description please contact us at [email protected].

Launch Housing offers a wide range of career opportunities and employs a diverse range of talent. We strongly encourage Aboriginal and Torres Strait Islander persons to apply! We acknowledge, respect and celebrate Aboriginal cultures, languages, connections to Country and heritage, customs and practices. We're committed to support Aboriginal peoples to obtain genuine and fulfilling career with us!

Launch Housing is a dog-friendly organisation, which allows dog owners to bring them in some of our sites, please contact the relevant Hiring Manager if you have any questions or concerns prior to your interview.

If you require reasonable adjustments at any stage of the recruitment process, please let us know at [email protected].

Launch Housing is committed to being a child safe organisation and has zero tolerance to child abuse. Our hiring process involves rigorous screening of applicants. All of our people including students, contractors and volunteers must hold a valid Working with Children Check and satisfactory criminal history record check.

Launch Housing is an Equal Opportunity employer and supports accessible working arrangements for all. This includes people with a disability, Aboriginal and Torres Strait Islanders, culturally, religiously and linguistically diverse people, young people, older people, women, and people who identify as lesbian, gay, bisexual, transgender, gender diverse, intersex or queer. We acknowledge Lived Experience as a unique expertise and encourage people with a Lived Experience of Homelessness to apply. All applicants must have the right to work in Australia.

Launch Housing is working to become more trauma informed and as a leading employer in the homelessness sector, it is important to let you know that you will hear stories of distress, hardship, trauma, or violence when working with us. We encourage you to reflect on how this may impact you when considering applying for the role.