Customer Service Manager

4 weeks ago


Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time
About Home-in

Home-in is a leading provider of conveyancing services across Australia, with a vision to make home buying and selling secure and confident for all Australians. Our mission is to deliver exceptional conveyancing experiences that are valued by home lenders and real estate agents, and recommended to all their customers.

Job Title: Customer Service Manager

We are seeking an experienced and passionate Customer Service Manager to join our team at Home-in. As a key member of our Customer Experience team, you will be responsible for leading a team of 8-10 customer experience specialists to maintain and improve our customer NPS of 60.

Key Responsibilities:
  • Lead and coach the Customer Experience team to deliver exceptional customer service and support
  • Build strong relationships with our law firm partners to ensure outstanding conveyancing services
  • Analyse and improve team performance and customer experience using data insights
  • Manage complex customer complaints and escalations through coordination with our partner law firms and CommBank lenders
Requirements:
  • 3-5 years' experience leading a customer experience or customer service team
  • Demonstrated leadership experience leveraging coaching and other techniques to support a high-performance team
  • Strong analytical capability to generate data insights for decision making
  • Exceptional team player with a genuine empathy for home buyers
Why Join Us?

At Home-in, we offer a flexible and dynamic startup environment, competitive salary and bonus structure, opportunities for professional growth and development, and access to the best in class benefits that CommBank offers. If you're passionate about delivering exceptional customer experiences and making a difference in the lives of home buyers, we want to hear from you



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