GENERAL OVERVIEW
Enliven Housing is looking for a dedicated team member with a customer-focused mindset, to delivered outstanding service to our residents. Reporting to the Tenancy Team Leader, you will play a key role in supporting the day‑to‑day operations of our property portfolio and ensuring our customers feel supported, heard, and valued.
As part of a collaborative and hands‑on team, you will help deliver a compassionate, responsive, and customer driven housing management service. Our approach is grounded in respect, dignity, and partnership — empowering people with disability to experience great housing outcomes and genuine choice and control.
Serve as the customer’s single point of contact, effectively managing and coordinating requests across multiple areas of the business to deliver consistent, timely, and person-centred service. You will play a crucial role in advocating on behalf of the residents in your portfolio to ensure we are providing them with a high value tenancy service. As a key representative of Enliven Housing, you will also actively develop and maintain strong relationships and networks within your relevant state, promoting and embedding the Enliven brand in all engagements.
This role follows standard office hours, with occasional tasks, travel, or meetings outside normal times. You will also be required to complete the NDIS Worker Check, which includes a Police Check and four learning modules.
SPECIFIC DUTIES
Key responsibilities include:
- Visiting sites to help resolve customer concerns and complaints with empathy and fairness, conduct annual property inspections and customer service.
- Conduct property viewings and open days as required to promote occupancy, effectively showcasing properties and engaging with prospective tenants and their support networks.
- Ensuring all customers receive timely, helpful, and proactive communication and follow‑up.
- Supporting new customer’s by managing lease sign‑ups, ensuring rent payments are arranged, and offering flexible solutions where needed.
- Manage complex and high-risk tenancies through effective coordination, problem-solving, and person-centred decision-making.
- Monitoring rent payments and proactively following up on overdue rent with a supportive, solutions‑focused approach.
- Lodgement and monitoring of repairs and maintenance, ensuring timely follow‑up and clear communication with Customers.
- Working closely with the Home & Living Team to welcome new Customers, ensuring they feel supported and have a clear point of contact for queries, minor adjustments, or repairs
- Using IT systems effectively to maintain accurate, up‑to‑date customer data, with detailed and well‑documented file notes.
- Building and maintaining strong, respectful relationships across the disability sector — including on‑site Support Providers, Support Coordinators, Allied Health professionals, advocates, and family members.
- Collaborating with strata management, building managers, and developers to support positive property outcomes.
WORKING ENVIRONMENT
This role is a remote (work-from-home) role requiring travel across the allocated region to support operational delivery. The role requires high level autonomy, with the ability to manage competing priorities, maintaining a strong onsite presence, and delivery responsive customer focused outcomes. You will be supported by our national team with someone always available online or by phone to answer your questions and will be provided the tools / resources needed to succeed in your role.
EDUCATION / EXPERIENCE
- Year 12 Certificate (or equivalent).
- Knowledge of state tenancy legislation.
- Minimum 3 years’ experience in property management or a similar role.
- Proven experience delivering exceptional customer service.
- Demonstrated passion or volunteer experience in the disability or community housing sectors (desirable).
- Completion of the NDIS Worker Orientation Module (4 online units) will be required if successful.
SKILLS
- Commitment to customer service excellence with a proactive and solutions focused approach.
- Strong communication and interpersonal skills, with the ability to build trust and adapt your communication style depending on varying needs and preferences.
- Ability to work independently whilst remaining accountable response and aligned with the team and organisational priorities.
- Strong time management with the ability to manage competing priorities.
- High attention to detail with accurate and compliant documentation and record keeping.
- Confidence in working onsite and maintaining a visible and professional presence.
- Ability to collaborate effectively within a dispersed, national team.
- Proficiency in Microsoft Office, Adobe, CRM & property management systems.
ATTRIBUTES
- Communication – Actively listen and communicate clearly so that information is easily understood by diverse audiences.
- Presence – Maintain calmness, professionalism, and confidence in all interactions.
- Innovation – Bring fresh thinking and contribute ideas that enhance the customer experience and improve processes.
- Adaptability – Adjust confidently to changes, showing resilience and responsiveness in varied situations.
- Collaboration – Build positive partnerships and work effectively with others toward shared goals.
- Advocacy – Ensuring resident voices are heard and decisions are being made to support their well being and the retention of customers.
- Resilience – Some people that we work with can get easily frustrated, you will need to exercise discretion, maturity, and calmness.
TRAVEL
This role may involve occasional interstate travel to support connection and engagement with satellite team members, as well as providing additional on-the-ground support to Tenancy & Property Officers across other states when required
COMMITMENT TO DIVERSITY
As a company that strives to build a world where people unite and take action to create lasting change, Enliven Housing values diversity and celebrates the contributions of people of all backgrounds, regardless of their age, ethnicity, race, colour, abilities, religion, socioeconomic status, culture, sex, sexual orientation, and gender identity.
