Posted:
8/14/2024, 5:00:00 PM
Location(s):
New South Wales, Australia ⋅ Sydney, New South Wales, Australia
Experience Level(s):
Mid Level ⋅ Senior
Field(s):
Customer Success & Support
Workplace Type:
Hybrid
Who are we?
We’re Home-in and we are on a mission to help simplify and guide any homebuyer in their home buying and selling journey.
While buying and selling property is exciting, it can also be time-consuming, complex and stressful. There’s conveyancing, building and pest inspections, making an offer, liaising with your lawyer, lender and real estate agent…. and that’s just the beginning!
What if all of this could happen in one place and you could be guided through the required steps to purchase your home using an intuitive, easy-to-follow checklist?
Home-in is a virtual home buying concierge that simplifies the complex process of buying and selling a home. Designed to seamlessly support the home buyer and seller every step of the way, it brings everything the buyer needs together in one place with a dedicated buying assistant.
Big data and cutting-edge tech is used to digitally help buyers navigate the home buying journey from helping you shortlist homes, getting a loan pre-approved, making an offer, connecting securely to professionals, including conveyancing, and settling on their dream home.
What’s more, Home-in is proudly part of x15ventures!
Home-in is a business operating within CBA’s x15ventures. x15ventures is a venture-scaler powered by CommBank. That means we build, buy, and invest in startups that could benefit the bank’s 15 million customers and beyond.
If you want to be a part of one of a fast-growing customer-driven start-up that supports people through their home-buying journey, we want to hear from you!
Where do you fit in?
We are seeking an experienced and passionate Customer Experience Manager to join Home-in to support our customers through their home-buying and selling journey. The Conveyancing Operations and Customer Experience Team are pivotal to our business as we are responsible for ensuring the success of our customers’ property journeys– from search to settlement.
What you’ll do day-to-day:
Manage a team of Customer Success Co-Ordinators, including, but not limited to coaching, developing and reviewing. (Currently a team of 8-10 people).
Liaise with our law partners and Lenders as required building advocacy and resolving requests.
Conduct continual data analysis and reporting and use the insights to continuously improve processes and systems.
Educate internal stakeholders on customer advocacy and implementing improvement strategies.
Monitor the team’s operational performance ensuring SLAs and productivity are met.
Complaints escalation and resolution.
Embedding a customer centric mindset that the team live and breathe on a daily basis.
What you’ll need to be successful in this role:
3-5 years' experience managing a team with key focus on customer happiness
A commitment to providing exceptional customer service, continuous improvement and creating a customer centric culture.
Proven experience working in a task-driven, deadline-driven environment,
Experience uplifting/ scaling a Customer Experience function within startup, scale-up or high growth business.
Prioritisation and planning skills to manage work volume appropriately
Demonstrated team leadership experience including coaching, driving change and tracking performance.
Ability to leverage data and insights to drive decision making.
Exceptional team player and desire to join a winning team!
Please note that we are a national business, based in Sydney. To provide support to our customers in WA, this role may require you to work outside business hours some of the time. The timing will likely be 12pm-8pm, 1-2 days per week.
What's in it for you?
We offer flexible work options to support your well-being in the role
We pay generous equal parental leave - understanding there’s more to life than work
We celebrate an authentic team culture and promote collaboration, innovation and general mucking in
You can choose your own adventure, with amazing development and career progression programs to help you grow
We support hybrid working and have a beautiful base at South Eveleigh - a brand new state-of-the-art precinct that is part of Sydney’s wider technology community
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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Website: https://commbank.com.au/
Headquarter Location: Sydney, New South Wales, Australia
Employee Count: 10001+
Year Founded: 1911
Last Funding Type: Post-IPO Debt
Industries: Banking ⋅ Finance ⋅ Financial Services ⋅ Wealth Management