Tenancy & Property Officer – VIC

Enliven Housing is a registered Specialist Disability Accommodation (SDA) provider who strives to provide innovative accommodation to the disability sector. We endeavour to provide premium and tailored SDA homes across the country with effective tenancy support to Australians with disability, so they can live their best independent lives.

Our head office is based in Sydney, with a secondary office in Melbourne. The organisation operates nationally, supported by satellite Tenancy & Property Officers located across Queensland, South Australia, and Western Australia, enabling responsive, localised service delivery across regions.

Enliven Housing is changing the way people with disability think about their housing options across multiple dwelling types and living arrangements.

GENERAL OVERVIEW

Enliven Housing is looking for a dedicated team member with a customer-focused mindset, to delivered outstanding service to our residents. Reporting to the Tenancy Team Leader, you will play a key role in supporting the day‑to‑day operations of our property portfolio and ensuring our customers feel supported, heard, and valued.

As part of a collaborative and hands‑on team, you will help deliver a compassionate, responsive, and customer driven housing management service. Our approach is grounded in respect, dignity, and partnership — empowering people with disability to experience great housing outcomes and genuine choice and control.

Serve as the customer’s main point of contact, effectively managing and coordinating requests across multiple areas of the business to deliver consistent, timely, and person-centred service. You will play a crucial role in advocating on behalf of the residents in your portfolio to ensure we are providing them with a high value tenancy service. As a key representative of Enliven Housing, you will also actively develop and maintain strong relationships and networks within your relevant state, promoting and embedding the Enliven brand in all engagements.

This role follows standard office hours, with occasional tasks, travel, or meetings outside normal times. You will also be required to complete the NDIS Worker Check, which includes a Police Check and four learning modules.

SPECIFIC DUTIES

Key responsibilities include:

• Visiting sites to help resolve customer concerns and complaints with empathy and fairness, conduct annual property inspections and customer service.
• Conduct property viewings and open days as required to promote occupancy, effectively showcasing properties and engaging with prospective tenants and their support networks.
• Ensuring all customers receive timely, helpful, and proactive communication and follow‑up.
• Supporting new customer’s by managing lease sign‑ups, ensuring rent payments are arranged, and offering flexible solutions where needed.
• Manage complex and high-risk tenancies through effective coordination, problem-solving, and person-centred decision-making.
• Monitoring rent payments and proactively following up on overdue rent with a supportive, solutions‑focused approach.
• Lodgement and monitoring of repairs and maintenance, ensuring timely follow‑up and clear communication with Customers.
• Working closely with the Home & Living Team to welcome new Customers, ensuring they feel supported and have a clear point of contact for queries, minor adjustments, or repairs.
• Using IT systems effectively to maintain accurate, up‑to‑date customer data, with detailed and well‑documented file notes.
• Building and maintaining strong, respectful relationships across the disability sector — including on‑site Support Providers, Support Coordinators, Allied Health professionals, advocates, and family members.
• Collaborating with strata management, building managers, and developers to support positive property outcomes.

EDUCATION / EXPERIENCE

Year 12 Certificate (or equivalent).

Knowledge of state tenancy legislation.

Minimum 2 years’ experience in property management or a similar role.

Demonstrated passion or volunteer experience in the disability or community housing sectors (desirable).

Completion of the NDIS Worker Orientation Module (4 online units) will be required if successful.

SKILLS

Commitment to customer service excellence with a proactive and solutions focused approach.

Strong communication and interpersonal skills, with the ability to build trust and adapt your communication style depending on varying needs and preferences.

Ability to work independently whilst remaining accountable response and aligned with the team and organisational priorities.

Strong time management with the ability to manage competing priorities.

High attention to detail with accurate and compliant documentation and record keeping.

Confidence in working onsite and maintaining a visible and professional presence.

Ability to collaborate effectively within a dispersed, national team.

Proficiency in Microsoft Office, Adobe, CRM & property management systems.

ATTRIBUTES

• Communication – Actively listen and communicate clearly so that information is easily understood by diverse audiences.
• Presence – Maintain calmness, professionalism, and confidence in all interactions.
• Innovation – Bring fresh thinking and contribute ideas that enhance the customer experience and improve processes.
• Adaptability – Adjust confidently to changes, showing resilience and responsiveness in varied situations.
• Collaboration – Build positive partnerships and work effectively with others toward shared goals.
• Advocacy – Ensuring resident voices are heard and decisions are being made to support their well being and the retention of customers.
• Resilience – Some people that we work with can get easily frustrated, you will need to exercise discretion, maturity, and calmness.

WORKING ENVIROMENT

This role is based at our Melbourne office on Collins Street in the CBD. Standard office hours apply but there may be requirements for additional tasks, travel, or meetings outside of normal business hours. This is a desk and field-based role, and you will be expected to regularly visit properties within your portfolio.

TRAVEL

This role may involve occasional interstate travel to support Tenancy and Property Officers in other states, as required, as well as for team and company engagement activities.

COMMITMENT TO DIVERSITY

As a company that strives to build a world where people unite and take action to create lasting change, Enliven Housing values diversity and celebrates the contributions of people of all backgrounds, regardless of their age, ethnicity, race, colour, abilities, religion, socioeconomic status, culture, sex, sexual orientation, and gender identity.

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