DHA is seeking a Service Quality and Performance Coordinator to drive the development, implementation and sustainment of quality assurance and capability improvement initiatives within our Service Operations division. Our ideal candidate is passionate about improving staff support and customer outcomes, and can generate high quality written material, reporting and training resources. 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. To find out more about DHA, please refer to our website or read our latest Annual Report . The key duties of the position include About your team 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, DHA's housing assets 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. 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 As a Service Quality & Performance Co-ordinator, you will lead a team of specialists to define service quality and performance standards, key capabilities and quality controls for contact centre and regional operations teams. You will partner with key stakeholders in DHA to maintain and implement service quality and capability frameworks that align with DHA's strategic objectives. You will oversee activities that support the delivery of consistent customer services and capability improvement across multiple service delivery teams and business units. This role requires strong stakeholder engagement skills, and you will be required to work with Service Quality & Performance team colleagues to ensure that Service Delivery staff have access to the support and development they need to deliver excellent results to our customers. This may include, but is not limited to, the creation and maintenance of knowledge articles, training material, reporting and data analysis.
