• Full-time
• Competitive Salary
• Purpose-driven role

ABOUT YOUR ORGANISATION

At Inclusive Housing Australia (IHA), we’re committed to providing high-quality Specialist Disability Accommodation (SDA) that empowers NDIS participants to live with independence, dignity, and choice. As we continue to expand our portfolio and impact, we’re seeking a passionate and skilled Customer Experience Manager to join our team.

ABOUT THE ROLE

The Customer Experience Manager will serve as the primary point of contact for SDA tenants, their families, and support networks, delivering an exceptional end-to-end customer experience. This role is central to building trust, effectively managing tenancies, and fostering long-term relationships that reflect IHA’s core values of inclusion, respect, and quality.

In addition to tenancy management, the role encompasses proactive relationship management with Support Independent Living (SIL) providers and strategic partners, as well as direct, on-the-ground engagement with maintenance teams, contractors, and other frontline stakeholders to ensure seamless service delivery.

key responsibilities

• Manage tenancy relationships from onboarding through to ongoing engagement and retention.
• Act as the liaison between tenants, Supported Independent Living (SIL) providers, and other key stakeholders.
• Coordinate property viewings, tenancy agreements, and NDIS enrolment processes.
• Plan and deliver on-ground engagement activities, including community events, provider outreach, and participant information sessions.
• Drive lead generation by identifying potential tenants, building referral pathways, and developing relationships with SIL providers, support coordinators, and community networks.
• Monitor and respond to tenant feedback to continuously improve service delivery.
• Resolve tenancy-related issues promptly, with a focus on positive outcomes and compliance.
• Maintain accurate records in line with NDIS, SDA, and tenancy legislation.
• Collaborate with internal teams on marketing, property readiness, and operational improvements.

what we're looking for

• Demonstrated experience in tenancy management, community housing, disability services, or a related field.
• Strong understanding of the NDIS, particularly SDA housing requirements.
• Experience in community engagement, stakeholder management, or sales/lead generation in a service-based environment.
• Exceptional interpersonal skills with a genuine commitment to customer service.
• Organisational skills and attention to detail, with the ability to manage competing priorities.
• Conflict resolution skills and the ability to navigate sensitive situations with empathy.
• Proficiency in tenancy management systems and Microsoft Office Suite.

why join us?

• Be part of a purpose-led organisation making a tangible impact in the disability and housing sector.
• Work within a supportive, values-driven culture.
• Enjoy opportunities for professional development and career growth.
• Competitive salary with flexible work arrangements.