Fleur Christmas
Manning,WA
Summary
I am an enthusiastic, self-motivated, reliable, responsible and hard working person. I am a mature team worker and adaptable to all changing and challenging situations. I am able to work well both in a team environment as well as using my own initiative. I work well under pressure and adhere to deadlines.
Overview
3
3
years of professional experience
Work History
A/HOUSING SERVICES OFFICER
DEPARTMENT OF COMMUNITIES - HOUSING
05.2024 - Current
- Completed HSO JRT, White Card and Asbestos accreditations and currently managing a 'round'
- Respond to tenant's face to face, phone, email or text enquiries regarding accounts, maintenance and tenancy
- Provide tenancy support through offering referrals to and liaising with Government and non-Government agencies – CPFS, THRIVE, Zonta
- Assess and make recommendations on Transfer Applications
- Schedule and carry out property inspections – issue Property Standards Instructions and Form 19 notices as required
- Maintain and provide statistics for key performance indicators
- Issue relevant Legal Notices
- Monitor payment of rent, water and repairs accounts, process Refund Requests, initiate recovery action and offer supports to financial counselling if required
- Process Rent Assessments and tenancy eligibility reviews
A/BUSINESS SUPPORT OFFICER
DEPARTMENT OF COMMUNITIES - HOUSING
- 04.2024
- Supported executive-level staff by handling complex scheduling needs and managing confidential information discreetly – managing the mail box, colour coding Ministerial, Parliamentary and Customer feedback enquiries and updating relevant spreadsheets
- Handled sensitive documents securely while maintaining strict confidentiality protocols in line with company policy – prepared Appeals for Tier 1 Review
- Responded to Customer Feedback and General Enquiries via email and phone
CUSTOMER SERVICES OFFICER
DEPARTMENT OF COMMUNITIES - HOUSING
08.2022 - 03.2024
- Provided information to clients and Advocates on benefits and advantages of Housing products and answered enquiries via phone, email or face to face
- Delivered exceptional customer service to every client by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Managed high call volumes and front counter client demands while maintaining a calm demeanour and professional attitude under pressure
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference
- Supported colleagues during periods of high demand or staff shortages, displaying a strong teamwork mentality – assisted on front counter as and when required and assisted with higher duties appointments
- Assisted in training, sharing best practices for exceptional customer service delivery – trained front counter and allocations customer service officers
- Participated in ongoing professional development opportunities aimed at enhancing skills pertinent to the role of Customer Services Officer – extensive Objective training relative to CSO and front counter requirements
- Balanced competing priorities effectively while consistently meeting deadlines in a fast-paced work environment – prioritising allocation of properties to meet key performance indicator goals
- Facilitated successful cross-departmental communication to ensure seamless coordination in resolving client enquiries – regular communications between CSO, HSO and PSO teams to provide unwavering client support
- Handled escalated client concerns with diplomacy and tact, finding agreeable solutions that satisfied both parties
Education
Recent Professional Development:
Skills
- Communication and Interpersonal
- Teamwork and Collaboration
- Critical Thinking and Problem-solving
- Time management and Work Prioritisation
- Adaptability and Flexibility
Timeline
A/HOUSING SERVICES OFFICER
DEPARTMENT OF COMMUNITIES - HOUSING
05.2024 - Current
CUSTOMER SERVICES OFFICER
DEPARTMENT OF COMMUNITIES - HOUSING
08.2022 - 03.2024
A/BUSINESS SUPPORT OFFICER
DEPARTMENT OF COMMUNITIES - HOUSING
- 04.2024
Recent Professional Development:
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