05 September 2014 Contact Centre to provide seamless service


DHA has this week officially opened its Adelaide Contact Centre, a part of the new National Housing Network model.

The National Housing Network is the first point of contact for all Defence members and their families seeking information and assistance for housing solutions. The Adelaide Contact Centre is one of two Centres, the other is located in Townsville, which have been created to help streamline housing activity and provide members with a consistent national service model.

‘Last year we reviewed our service delivery model and, despite it working effectively, we identified several opportunities for improvement,’ DHA’s Managing Director Peter Howman said.

‘By creating these contact centres, which will work alongside our regional offices, we hope to provide a consistent and seamless customer experience for Defence members and their families.’

The DHA Regional Offices will remain as local experts, maintaining specialist resources for exceptional housing cases. While the Contact Centres will operate extended hours, allowing Defence members and their families to call and speak with a housing consultant regardless of time zones in Australia.

‘Our housing consultants are here to help no matter where you live, or where you’re headed,’ Mr Howman said.

‘This new call centre, along with the launch of the DHA kiosks, will not change the way  Defence members do business with us, but it will provide them more options.’

ENDS

More information:
DHA – 0421 040 098

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