Tenancy Behaviour & Complaints Officer

• Generous salary packaging available - maximise your take home pay!
• Full-time, permanent opportunity based in Regency Park
• Manage and resolve housing complaints efficiently, while building and mending relationships to sustain tenancies.

What we offer:

• Flexible working options - tell us what you need for that work-life balance*
• Access to our fantastic salary packaging options – increase your take home pay by decreasing the amount of tax you pay with $15,899 tax free each year
• Meal Entertainment and Holiday Accommodation Card provides you with an additional $2,650 tax free per year
• Paid parental leave, including superannuation paid on parental leave
• Paid study leave, and financial education assistance up to $6,000
• Genuine career development opportunities across Believe Housing Australia and AnglicareSA
• Discounted motor vehicles and gym memberships
• BUPA and Medibank health cover discounts
• Access to our Employee Assistance Program for you, and your family
• Salary continuance insurance: Income protection for eligible roles

*Believe Housing/AnglicareSA offers a range of flexible working arrangements that are aimed at meeting your diverse needs and the different operating environments across AnglicareSA. This includes working from home, part-time work, compressed working weeks and flexible working hours. The suitability of different arrangements will depend on your individual needs, the position you are applying for, and team and customer requirements. You are encouraged to discuss your needs during the application process.

Who are we looking for?

We're looking for someone who can handle challenging situations with grace and professionalism, ensuring that every complaint is addressed with care and attention. 

You'll need to be a great communicator, capable of explaining complex processes in a way that is easy to understand and able to help tenants feel heard and supported. Your investigative skills will be put to good use as you gather information and develop fair and effective resolution plans. 

If you're someone who can stay calm under pressure and is committed to continuous improvement, you'll fit right in with our team.

What can you expect to be doing?

In this role, you'll be the cornerstone of our efforts to create a positive living environment for our tenants. You'll investigate issues, conduct risk assessments and develop resolution plans.

A Day in the Life: Tenancy Behaviour and Complaints Officer at Believe Housing Australia

 Start your day by reviewing complaints and planning your approach. You reach out to tenants and complainants, providing them with clear information about the complaints process and the support services available.

 You'll be handling service delivery complaints related to our Housing Programs, addressing any issues tenants have with the services we provide and making sure their concerns are sorted out quickly and smoothly.

 For anti-social behaviour complaints, you’ll conduct thorough investigations by interviewing and gathering information from complainants, surrounding neighbours and/or witnesses, and persons of interest. Whether attending in person or by phone, you’ll ensure that every case is handled with professionalism. You'll liaise with various agencies to gather facts and work towards resolving complaints, ensuring a fair and just outcome for everyone involved. Your day may also include supporting Tenancy Officers who attend tribunal hearings for antisocial behaviour, presenting evidence where required.

Throughout the day, you'll maintain regular contact with tenants, offering support and ensuring they have the resources needed to sustain their tenancies. You’ll document all your actions and communications in the housing central database, ensuring everything is up-to-date. You'll also stay updated on legal frameworks and policies, ensuring continuous improvement and timely completion of RiskMan entries.

Head home with a sense of accomplishment, knowing you've made a real impact on the lives of our tenants and contributed to building a safer and more supportive community.

What do you need to bring? 

• Certificate IV in Community Services, Social Housing or similar would be highly regarded.
• Experience in delivering high-quality tenancy support services.
• Strong conflict resolution and mediation skills.
• Ability to manage behaviours with a strength-based approach and apply de-escalation techniques.
• Excellent negotiation and rapport-building skills.
• Effective time management and multitasking abilities.
• Proficiency in using computer software, including databases and MS Office.

Who is Believe Housing Australia?

Believe Housing Australia is a leading social and affordable housing provider, delivering safe and secure housing, and tenancy services.

Formerly known as AnglicareSA Housing, Believe Housing Australia continues to be a part of the AnglicareSA family and remains a fully owned subsidiary company of AnglicareSA. The organisations still share core values and a strong belief in the vision of justice, respect and fullness of life for all.

Believe Housing Australia is a nationally accredited Tier 1 Community Housing Provider with a strong track record in the provision of social and affordable housing throughout South Australia. The Believe Housing Australia brand was launched in March 2022, however the business has been operating for more than 20 years.

At Believe Housing Australia, we understand that housing is fundamental to people leading a full life. Having a place to call home enables individuals and families to believe in a better future, find their sense of belonging, and become all that they want to be.

Believe. Belong. Become.

How to Apply:

View the attached Job Description via the vacancy's application page on the website for further details on the role requirements.

If this sounds like you, please click on Apply and submit your application - All you need is your resume!

We do not accept applications via email but for more information, please contact Claire – Recruitment Business Partner at claire.doran@anglicaresa.com.au

Applications close 9.00am Friday 30th May 2025*

*Please note, screening and interviews may take place prior to the closing date – applications may also close before this date.

 YouBelong@AnglicareSA

At AnglicareSA/Believe Housing Australia, we want everyone to feel that they can be themselves and that they belong. We value diversity and inclusion and the benefits this brings to the people who work with us and the communities we serve. We encourage applications from people with diverse backgrounds and abilities.

Believe Housing Australia is an equal opportunity employer and is committed to providing a work environment free of discrimination and harassment. We encourage all suitably qualified candidates apply.

We are committed to the employment of Aboriginal and Torres Strait Islander peoples. Please contact the person listed above to discuss joining Believe Housing Australia and visit our website for details on our Aboriginal Housing Services.