Client Engagement Officer

The Client Engagement Officer supports the smooth functioning of New Hope Community Services’ facilities by managing day-to-day operational and administrative tasks. This includes coordinating maintenance schedules, conducting routine inspections, liaising with tenants, and handling basic office administration. The role also involves enforcing site policies, supporting emergency protocols, and ensuring compliance with organisational standards. The Client Engagement Officer must be detail-oriented, physically capable, and possess strong interpersonal and problem-solving skills to effectively balance both client engagement and backend operations.

**Key Responsibilities**:
**Laundry and Premises Maintenance**
- Assist with the routine cleaning and maintenance of laundry machines, ensuring they are operating efficiently.
- Monitor the laundry room for cleanliness and safety, and report issues to the appropriate staff.
- Support other maintenance tasks, including safety checks and relocating furniture or equipment as needed.

**Financial Management Support**
- Conduct meter readings across all units for utilities (e.g., water, electricity) as directed.
- Record and log the readings into designated forms or Excel sheets.
- Support staff with the tracking and management of records as necessary.

**Logistics and Maintenance Assistance**
- Support stock-taking, inventory organization, and assist with maintaining storage areas.
- Help with event setup and logístical support for community activities.
- Assist with routine safety, cleanliness, and security checks, as well as relocation of furniture and materials.
- Support other maintenance tasks, including safety checks and relocating furniture or equipment as needed.

**Unit Inspections and Reminder Notifications**
- Support full-time staff in conducting unit inspections, carrying out and recording inspections.
- Send SMS, make calls, or issue reminder letters to tenants regarding scheduled inspections.
- Support with conducting patrol rounds, highlighting issues to the Client Engagement team or agency for follow-up or action as instructed.

**Client Engagement and Administrative Support**
- Assist with non-confidential administrative tasks such as data entry, filing, and sorting documents.
- Help distribute materials for events, manage sign-in sheets, and clean up after events.
- Address client feedback professionally and assist with inquiries, directing more complex issues to the relevant staff.
- Oversee vendor and contractor work, ensuring that tasks are completed to standard and report any issues to the Client Engagement team.

**Emergency Response**
- Assist with manning operations phone
- Support staff as directed, such as informing them of urgent matters or relaying information
- Support full-time staff as required during emergencies

**Other Duties**
- Perform other NHCS-related tasks as assigned, based on ability and with staff supervision and support

**Physical Requirements**:

- Must be physically fit and capable of performing manual tasks, such as inspections, lifting, and prolonged periods of standing or walking.
- Ability to lift up to 10kg and move equipment or supplies as needed.
- Capacity to work in varying environmental conditions encountered during facility inspections and maintenance tasks.

**Qualifications & Skills**:
**Experience**:

- Prior experience in operations, facility management, or community engagement is preferred.

**Skills**:

- Strong organisational, communication, and problem-solving skills.
- Ability to enforce rules while maintaining a supportive and collaborative tenant relationship.
- Familiarity with maintenance coordination, inventory tracking, and scheduling tasks.
- Proven physical fitness to manage the demands of routine manual tasks and emergency response.

**Personal Attributes**:

- Proactive and dependable with an eye for detail.
- Adept at liaising with tenants and managing appointment schedules efficiently.
- Committed to upholding privacy, confidentiality, and compliance guidelines.

**Duration of Attachment Offered**:

- 6 months