Director of Service Operations - Customer Service Centre

Director of Service Operations - Customer Service Centre

Job no: 493668
Work type: Full Time, Full Time / Part Time
Location: Adelaide
Classification: Executive Level 2

About us

DHA was established in 1988 following passage of the Defence Housing Australia Act 1987 (DHA Act) to provide adequate and suitable housing for, and housing related services to, members of the Australian Defence Force (ADF) and their families. We remain committed to our purpose of providing housing, and housing related services, to ADF members and their families to support Defence's operational needs.

DHA manages an expanding portfolio of housing solutions and provides housing for over 17,200 ADF members and their families and administers rent allowance for more than 16,000 ADF members and their families in private rental accommodation. DHA provides housing related services advising on eligibility, providing posting support, and managing bookings and allocation services for all DHA provisioned housing and on base accommodation to approximately 60,000 ADF members.

The Service Delivery Group is responsible for providing all housing and customer services to contractors, landlords, ADF members and their families. This includes managing DHA's housing portfolio, administering housing benefits and providing property care services to landlords.

The Service Delivery Group are responsible for supporting DHA to meet its strategic outcomes through:

• Operational delivery of tenancy, landlord and property management functions across regions.
• Administration of housing benefits in accordance with Defence policy.
• Provision of DHA's asset management function, delivery of upgrades work, Defence construction projects and contract management functions.
• Provision of operational training content for Service Delivery staff.
• Provision of specialised customer service and property management.
• Provision of high level contract management and tender support to a national panel of repairs and maintenance contractors.
• Ensuring property repairs, maintenance and asset management are planned, co ordinated and standardised.

About the role

In this role, you will be a strategic leader within the Customer Experience branch, dedicated to achieving strong operational performance outcomes for the Customer Service Centre. You will be responsible for meeting operational and financial performance targets, effective workforce planning, and ensuring all contractual requirements are fulfilled.

You will lead a geographically diverse team, ensuring that business outcomes align with corporate objectives. Through supportive coaching and performance management, you will empower your team to deliver exceptional customer service to all stakeholders. You will provide clear guidance and direction to foster a high performing and engaged team. Building strong and honest relationships with high profile stakeholders, based on an ethical foundation, will be a key aspect of your role.

Benefits for working at DHA include:

• 15.4% superannuation
• Generous leave entitlements, including 18 days personal leave and 20 days annual leave per year
• Work life balance and flexible working options (including part time arrangements)
• A positive workplace culture where you can bring your whole self to work
• Opportunities to broaden your industry knowledge and experience
• Career progression and opportunities
• A dedicated Employee Assistance Program for you and your family to access in times of need
• ADF partner employment conditions when posting to a new location

This is a Non ongoing Engagement for a period of up to 12 months with possibility of extension or permanency.

All successful applicants are required to be eligible to complete a Baseline Vetting security clearance for consideration of the Australian Government Security Vetting Agency (AGSVA).

How to apply

To apply, click the Apply Now button below with your current resume and a 500-word pitch, addressing the requirements of the role. For more information about the role, click View Candidate Information Pack button below.

Please contact Meagan Jaunutis, Head of Customer Experience.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit:

Employment with DHA is conditional on successful applicants demonstrating that they are an Australian citizen and can obtain and maintain a security clearance at the required level.

Inclusion and Diversity

DHA is committed to building an inclusive and diverse workforce. We welcome applications from across our community including, Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, ex defence members, mature aged employees and carers.