• Work with a leading provider of sustainable housing
• Lead a team to drive social impact
• Permanent full time (35 hour week) based in Redfern, option to do some work from home 

ABOUT US

We are a leading community housing provider and our vision is great places for everyone. We provide a place to call home for around 12,000 people across 7000+ properties in the Sydney metropolitan region.

We are proud recipients of the Employer of Choice Award (Public Sector and Not For Profit category) at the 2020 Australian Business Awards. This is testament to our people centric focus backed by our values of Innovation, Support, Accountability, Respect and Integrity.

ABOUT THE ROLE

The Lead, Sustainable Tenancies is an exciting opportunity within the Customers division. You will be counted on to provide strong people leadership, coaching and direction to deliver social impact through excellence in service delivery to our tenants.

By setting the standard for a positive customer experience, you lead a team focused on sustaining tenancies and working collaboratively to support tenants to access the services they need. You support your team to provide the best services they can, drawing on their individual strengths and passions and drive to deliver the best outcomes possible for our tenants.

Integral to success in this role is the ability to build effective partnerships with your team and local services, with the shared purpose of improving outcomes for social housing communities.

Essential Requirements:

• Strength and keen interest in people leadership, with a focus on coaching team members to deliver great results
• Experience or a strong understanding in delivering social and affordable housing services, homelessness services or other related social, community or welfare services
• Experience in driving operational excellence and meeting key performance metrics
• Experience working with vulnerable people and people from diverse backgrounds and cultures, including Aboriginal people
• Strong partnership building, stakeholder engagement and organisational skills
• Strong written and verbal communication skills

Key Accountabilities:

1. Leading a team to deliver responsive, respectful and consistent customer centred services
2. Actively managing team safety and promoting our safety culture
3. Sustaining tenancies through proactively managing tenant arrears and debt, property care, anti-social behaviour and improved health and wellbeing
4. Embedding SGCH policies, processes and practice frameworks through active team engagement
5. Overseeing and reporting on complex tenancy issues and critical incidents to ensure risks and contentious issues are appropriately managed
6. Supporting continuous service improvement through regular reviews of processes and tools and identifying areas for service improvement
7. Cultivating and building key partnerships to support enhanced outcomes for customers
8. Building a team culture that values feedback and coaching, to support both improved team performance and outcomes for customers
9. Ensuring the team apply the Australian Privacy Principles when managing customer information and data; and supporting enhanced data governance and data collection through consistent practice

At SGCH, everyone is welcome. We believe that our diversity makes us stronger. We are committed to creating an organisation that reflects the communities we serve and to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our team members as we work together. If you have individual requirements that need to be accommodated, please indicate this in your application.

Please note we will be progressing suitable candidates as applications are received, and encourage you to apply as soon as possible.