About CDA Coliving

CDA Coliving is a dynamic and rapidly growing company specialising in providing quality furnished rooming accommodation across Sydney. We pride ourselves on creating vibrant communities that offer comfortable and convenient living spaces for international travellers and local residents alike. With more than 1,200 rooms under management and a passionate team of 50+ staff, we're dedicated to making the experience of living in Sydney exceptional.

Position Summary

The Head of Occupant Support & Compliance is responsible for leading the Occupant Support team and ensuring exceptional tenant support while maintaining compliance with company policies, tenancy standards, and operational procedures. This role oversees daily operations, drives process improvements, develops team capability, and collaborates with other departments to enhance the overall occupant experience.

Department Leadership & Strategy

• Lead and manage the Occupant Support & Compliance department.
• Develop departmental objectives, KPIs, and operational strategies.
• Foster accountability and continuous improvement.
• Partner with senior leadership on service initiatives.

Team Leadership & Performance Management

• Lead, mentor, coach and develop the team.
• Monitor KPIs and service standards.
• Conduct meetings and performance reviews.
• Support recruitment and onboarding.

Occupant Support & Escalation Management

• Act as final escalation point for complex occupant concerns.
• Ensure timely and professional issue resolution.
• Maintain SOPs and communication standards.

Compliance & Quality Assurance

• Ensure compliance with policies and tenancy standards.
• Conduct audits and implement corrective actions.
• Identify operational risks and improve controls.

Maintenance Coordination & Operational Oversight

• Oversee maintenance workflows.
• Coordinate with internal teams and contractors.
• Review emergency maintenance processes.

Reporting & Continuous Improvement

• Analyse performance metrics.
• Prepare weekly/monthly reports.
• Lead process improvements and automation.

Budget & Resource Management

• Monitor departmental budget.
• Review major maintenance quotations.
• Recommend resource allocation.

Cross-Functional Collaboration

• Work with Leasing, Maintenance, Finance, HR and other teams.
• Support company-wide initiatives.

Training & Development

• Deliver training and coaching.
• Maintain competency assessments.

Emergency Response & Business Continuity

• Oversee emergency response procedures.
• Coordinate critical incident response.

Key Performance Indicators (KPIs)

• Occupant satisfaction
• Response and resolution times
• Team productivity
• Compliance audit results
• Maintenance turnaround times
• Process improvements
• Employee development
• Department objectives

Qualifications

• Bachelor’s degree in Property Management, Real Estate, Hospitality Management, or a related field. Equivalent work experience may be considered.
• Minimum of 5 years of experience in real estate, property management, facilities management, hospitality, or a related industry, with at least 3 years in a leadership or supervisory role.
• Proven experience in handling and resolving tenant/occupant concerns, complaints, and escalations while maintaining a high level of customer satisfaction.
• Strong knowledge of tenancy management, property operations, compliance requirements, and customer service best practices.
• Demonstrated experience leading, coaching, and developing high-performing teams.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Experience working with property management systems, CRM platforms, or ticketing systems is an advantage.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint).
• Strong analytical and problem-solving skills with the ability to identify operational improvements and implement effective solutions.
• Ability to collaborate effectively with cross-functional teams, including Leasing, Maintenance, Finance, and Human Resources.
• Professional, customer-focused, and results-driven with a commitment to delivering exceptional occupant experiences.

Additional Requirement

• Must be available to start as soon as possible.
• Due to the urgent nature of this position, preference will be given to candidates who are immediately available. Applicants who are currently employed and require a notice period may not be considered.
• This is a work-from-home position.
• Candidates must have a reliable home office setup, including a laptop or desktop computer, stable high-speed internet connection, and a quiet, professional workspace suitable for handling occupant and client communications.