Jennifer, or Jen, has been an integral part of Defence Housing Australia (DHA) for over two decades. As a property manager based in Brisbane, Jen’s journey with DHA is marked by dedication, resilience, and a passion for providing exceptional service to Defence families. In this Q&A, Jen shares her experiences, challenges, and the rewarding moments that have defined her career at DHA. 

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What attracted you to DHA? 

 

I relocated from Sydney to Brisbane to support my sister, who was working full-time with two children under four. She was already employed by DHA, and her husband, who is in the military, was often away for long periods. 

Just as I was settling into my new home and my son’s schooling, my sister called and asked if I’d be interested in a receptionist role at DHA for a three-month non-ongoing contract during the peak period. Although I was initially reluctant due to my lack of knowledge about Defence or DHA, my sister was enthusiastic and had already spoken to management about my strong customer service background. 

After an informal interview, I felt a strong connection and saw a supportive environment willing to train me. I knew I had found my tribe. 

What was your experience prior to joining DHA? 

I worked in a family business for 25 years as an Office Manager in the refrigerated transport sector, which involved logistics, strong communication skills, and customer service. Additionally, I ran my own house cleaning business for five years. 

You’ve worked here for almost 23 years. What has been the defining factor for staying at DHA? 

The defining factor has been the people. I’ve had the pleasure of working with incredible, inspirational colleagues and formed long-term friendships that continue to this day, even though many have moved on. 

The office culture has always been welcoming and supportive. My role in the housing team for 15 years was particularly fulfilling, as we had a strong team that supported each other both professionally and personally. 

I’ve always loved providing excellent customer service to ADF families and working through their challenges with them. The personal satisfaction from my job as a property manager on the road keeps me motivated and happy. 

Your niece Emily also works here, did you encourage her to apply? 

Yes, I did. My niece was unhappy working in private real estate, and I knew she would appreciate the company culture and the dynamics of the role at DHA. She has been with us for seven years now. I also encouraged my nephew’s wife in Sydney to apply for a property management role, and she has been with DHA for 10 years. I knew they were the right fit, and I was right!

What does a typical day look like for you and what are some of the challenges you face?  

My day starts with various inspections, which I try to complete in the morning to allow for valuable office time in the afternoon. The challenges are numerous and varied, ensuring no day is ever dull. Weather events can impact workloads, and managing tenants' expectations and timelines for turning houses around are constant tasks.  

Can you tell us about a rewarding experience you've had while working at DHA? 

I’ve had many rewarding experiences over the years, including receiving two major awards for customer service and trips to Canberra to receive them. Meeting and assisting Defence families has always been a highlight, and I cherish the positive impact I’ve had. I’ve enjoyed team-building and social functions, like sitting on top of a tank at the Defence Ball with a spotlight on me—such funny and memorable moments. 

 

How has your role evolved since you first started? 

I’ve held two different roles at DHA: Housing Consultant and Property Manager. Both have seen significant changes, particularly with the implementation of new IT systems that streamline processes. DHA encourages growth and development, and I’ve taken many opportunities for both professional and personal growth within the company. 

What advice would you give to someone pursuing a career in property management? 

Go for it! It may seem overwhelming at first, but with good training, everything falls into place. As a property manager, we have a lot of support, even though we have complete ownership of our roles. The work is constantly evolving, and you learn something new every day. Working with Defence families and understanding their challenges helps to achieve positive outcomes. 

When you’re not at work, how do you spend your free time? 

I love spending time with my large family. Shopping, especially finding bargains in second-hand shops, is a favourite pastime. I also enjoy watching romantic comedies on Netflix—if I can get my partner to switch off the sports channel! 

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Jen’s dedication to DHA and her passion for supporting Defence families shine through in her extensive career. Her story is a testament to the rewarding and dynamic environment at DHA, and her advice and experiences offer valuable insights for anyone considering a career in property management within the defence sector.  

 

If you're interested in becoming a property manager or joining our wider team, check out our current opportunities.