Team Leader | Housing Contact Centre

Team Leader
Housing Contact Centre

HOMES NSW

Location: Liverpool
Salary: $116,981 to $129,492, plus superannuation and annual leave loading

Employment Type: Talent Pool creation for future ongoing and temporary positions valid for up to 18 months. 

This position is open to Australian Aboriginal and Torres Strait Islander people only

Your role

Homes NSW is seeking an experienced Aboriginal and/or Torres Strait Islander leader to join the Housing Response Centre (HRC) as a Team Leader.

This is an exciting opportunity to lead a team delivering housing and housing-related assistance to Aboriginal and non-Aboriginal clients across NSW.

As a Team Leader, you will provide operational leadership, coaching and cultural guidance while fostering a positive team culture and ensuring quality service delivery outcomes for clients and communities.

Working closely community organisations and key stakeholders, you will play an important role in strengthening culturally responsive services and supporting Homes NSW's commitment to improving outcomes for Aboriginal people.

What you’ll do

• Lead and support a team to achieve service delivery outcomes and customer service standards.
• Manage day-to-day response centre operations, escalations and complex enquiries.
• Coach, mentor and develop staff capability through ongoing support and feedback.
• Provide cultural advice and guidance to support improved service delivery for Aboriginal clients.
• Build and maintain effective relationships with Aboriginal communities, service providers and key stakeholders.
• Contribute to continuous improvement initiatives and operational planning activities.

What we’re looking for

We're seeking a motivated leader who can demonstrate:

• Strong cultural knowledge, lived experience, connections and relationships with Aboriginal communities.
• Experience working in an operational response centre environment.
• Proven ability to lead, motivate and develop teams.
• Strong communication, stakeholder engagement and problem-solving skills.
• The ability to manage competing priorities and deliver high-quality customer outcomes in a fast-paced environment.

As an Identified role, this position is open only to Australia’s First Nations people.

Where a position is identified, an applicant’s race is a genuine occupational qualification under the exception in Section 14(d) of the Anti-Discrimination Act 1977.

There are two alternatives to confirming your Aboriginality, one of which must be uploaded to be considered for the role as follows. Either will be accepted:

Confirmation of Aboriginality form

or

Written confirmation from 2-3 Aboriginal organisations within the community in which you live/work, which addresses the three criteria listed below:

• is of Aboriginal and/or Torres Strait Islander descent, and
• identifies as an Aboriginal and/or Torres Strait Islander person, and
• is accepted as a such by the Aboriginal and/or Torres Strait Islander community.

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.

Download the role description.

If you are viewing this ad in Seek and wish to apply via their portal, you will be required to either set up a profile or login via your existing Seek account.

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

For more information and advice on applying for roles at DCJ, visit Careers for Aboriginal people https://www.dcj.nsw.gov.au/about-us/careers-at-dcj/pathways/careers-for-aboriginal-people.html

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. You will need to attach an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 3 pages) with a brief outline on how you meet the requirements of the role and answer the two targeted questions below:

Question 1 - Provide an example of when you led a team through a challenging situation. What actions did you take and what was the outcome?

Question 2 - How have you built effective relationships with Aboriginal communities and stakeholders to improve service delivery or client outcomes?

Applications close 11:59pm AEST Monday September 7, 2026 

Got a question?

For more information about the role or what it’s like to work for DCJ, please reach out to Kathryn Sullivan via 0436 659 265 or [email protected]

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 Robert Chiplen Via 0419 448 753 or [email protected]

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, visit Inclusion 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 (for all roles except Aboriginal Identified).

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.