Life at Mission Australia

When you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive. United by our Christian purpose and values, we advocate for a fairer Australia, to meet the growing needs of people across the country. Together we’re building hope and possibility for all. Find out more about us and our purpose.

Your opportunity

Are you passionate about making a real difference in people’s lives? Mission Australia is seeking a compassionate, organised, and proactive Liaison Officer to join our Common Ground team.

In this dynamic front-of-house role, you will be the welcoming face of the service, delivering exceptional concierge-style customer support to tenants, clients, visitors, and stakeholders. Working within a trauma-informed and person-centred framework, you will help create a safe, respectful, and supportive environment for people accessing housing and support services.

This role will support tenants with housing needs, coordinating services, responding to enquiries and maintaining strong relationships with internal and external stakeholders.

Your key responsibilities will be to:

• Deliver high-quality front-of-house customer service and reception support
• Assist tenants and clients with housing enquiries, maintenance requests, and support services
• Respond professionally to phone, email, and in-person enquiries
• Maintain accurate records, files, reports, and wellbeing lists
• Support vulnerable tenants through compassionate engagement and referral pathways
• Build strong relationships with tenants, community agencies, and service providers
• Promote positive tenant engagement and community participation
• Assist in de-escalating incidents using trauma-informed practices
• Ensure the concierge and foyer areas remain welcoming, safe, and well-organised

Requirements for success

• Relevant qualification and/or demonstrated experience in customer service, social housing, community services, homelessness environments
• Strong administration and organisational skills
• Excellent interpersonal and communication skills
• Ability to manage sensitive situations with professionalism and discretion
• Proficiency in Microsoft Office and database systems
• Understanding of trauma-informed and person-centred practice

Before starting work with us, you will need to undertake a national police history check, qualifications, referee checks and WWCC.

Your benefits

• Rewarding Work- every day you know you’re making a real difference
• Not-for-profit salary packaging, reducing your tax (details via AccessPay)
• Free external, confidential counselling and access to chaplaincy support
• Volunteering opportunities
• Opportunity to purchase additional annual leave
• Extra leave including: Mission Australia Thank You Day & Work Anniversary Day off

• Deliver high-quality front-of-house customer service and reception support
• Assist tenants and clients with housing enquiries, maintenance requests, and support services
• Respond professionally to phone, email, and in-person enquiries
• Maintain accurate records, files, reports, and wellbeing lists
• Support vulnerable tenants through compassionate engagement and referral pathways
• Build strong relationships with tenants, community agencies, and service providers
• Promote positive tenant engagement and community participation
• Assist in de-escalating incidents using trauma-informed practices
• Ensure the concierge and foyer areas remain welcoming, safe, and well-organised

• Strong administration and organisational skills
• Excellent interpersonal and communication skills
• Ability to manage sensitive situations with professionalism and discretion
• Proficiency in Microsoft Office and database systems
• Understanding of trauma-informed and person-centred practice

• Relevant qualification and/or demonstrated experience in customer service, social housing, community services, homelessness environments