Client Services Coordinator

Our Organisation - Mā Mātou

Haumaru Housing provides tenancy, wellbeing and asset management services for 1,527 rental units for older adults. These homes are located in 63 villages across Auckland.

What is exciting about working for Haumaru Housing is the chance to make a real and positive impact on older adults’ lives. We are committed to our vision to be a leading provider of affordable housing for older people in New Zealand. We are passionate about our values of kindness, respect, responsiveness and accountability.

Our Story - Te Tikanatanga

Haumaru Housing is a purpose-driven partnership between Auckland Council and the Selwyn Foundation. Our focus is providing safe, secure and affordable long-term tenancies, while creating positive and inclusive communities that support senior people to live well in the comfort and security of their home.

The Role - He Kōrero Mō Te Tūranga

We are looking for a highly organised Client Services Coordinator to join our team. This role supports the efficient operation of our office and service desk, helping ensure tenant, staff and stakeholder enquiries are managed professionally, accurately and with care.

The roles’ primary function includes answering tenant enquiries, triaging maintenance work orders, contractor follow-up, and reporting. It is also responsible for reception duties, administration and ensuring the office is running smoothly. Working alongside the Lead Client Service Coordinator you’ll be operating at pace, asking the right questions, following clear processes and keeping accurate records so issues are directed to the right person and followed through to resolution.

You’ll bring a calm, practical and resilient approach, with a strong customer service focus and an understanding that every enquiry relates to someone’s home, safety or wellbeing.

Key Responsibilities

• Manage tenant, staff and stakeholder enquiries professionally, recording information clearly and escalating matters as required.
• Triage, record and liaise directly with contractors regarding maintenance work orders in line with priorities, policies and service level requirements.
• Escalate clarifications, asset issues, welfare concerns, health and safety matters or critical issues to the appropriate person.
• Monitor and report on service level response and completion times.
• Maintain accurate registers, service desk data, and tenancy information.
• Support tenants through coordinating van trips, and assisting the placements team with mailouts, and village fliers.
• Provide practical office coordination, including reception, meeting preparation, catering, consumables and general administration.

What You Will Bring - Ngā Pūmanawatanga Ōu

• 2+ years experience in a call centre, service desk, or phone based customer service.
• A calm, compassionate, professional, resilient and respectful approach.
• Strong attention to detail, accurate record keeping and process driven mindset.
• Practical problem solving and ability to ask the right questions to understand urgency and risk.
• Strong computer skills and confidence to learn new systems.
• Experience in property, social housing, aged care, or community services highly regarded.
• Sound understanding of tikanga Māori or culturally responsive practice highly regarded.
• A current full New Zealand driver’s licence.

We Offer - Ko Tā Mātou Mahi

• Make a meaningful difference in the lives of older Aucklanders.
• Join a values-led organisation focused on community wellbeing.
• Work with a supportive and collaborative team that values diversity and respect.
• Enjoy variety through service desk, administration, stakeholder support and office coordination.
• Receive a competitive salary and benefits.
• Access opportunities for ongoing professional development.
• A day off annually to give back to or volunteer at to a community group or organisation.
• Access opportunities for ongoing professional development.

Join Us | Tūhono Mai

If you’re someone who brings warmth, accuracy and compassion to your work – someone who values people as much as process – we’d love to hear from you.

Please including in your covering letter:

1.     3 reasons why you would be great at this job

2.     Why you want to join the Haumaru Housing team.

To request a copy of the job description please email [email protected] and follow the Seek online process to apply for this role. If you have any questions, please contact Anne Herbert on [0277 631 088](tel:0277 631 088).

Haumaru Housing - Kindness. Respect. Responsiveness. Accountability.