Customer Experience Manager, Home-in

Job Description

Who are we? We are Home-in, and our vision is that all Australians buy and sell their home securely, with confidence. To turn this vision into reality, our mission is to provide exceptional conveyancing for buyers and sellers, which is also so valuable to home lenders and real estate agents that they recommend Home-in to all their customers. Home-in provides conveyancing services across Australia, settling over $7B in homes since 2020. Our value proposition to customers is ‘Expert conveyancers, digital convenience’: Conveyancers and lawyers with years of experience and local expertise. Award-winning app built by CommBank with digital ID verification, chat and more. We believe conveyancing is a key part of a customer’s home buying journey. Through our partnership with CommBank and integration with the CBA home loan process, we continually strive to create the best home buying experience in Australia. 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 Service Manager to join Home-in and support our customers through their home-buying and selling journey. The Customer Experience Team is pivotal to our business as they are responsible for ensuring the success of our customers’ property journeys – from search to settlement. What you’ll do day-to-day: Lead our passionate Customer Experience team of 8-10 to maintain and improve our customer NPS of 60. Coach, mentor and develop the Customer Experience team members to effectively support customers through what’s typically the largest financial transaction of their lives. Lead and inspire Customer Experience team members to meet and exceed their individual KPIs, while working together to consistently deliver exceptional customer experience. Build strong relationships and influence our law firm partners so they provide outstanding conveyancing services to our customers. Leverage our extensive data to continually analyse and improve team performance and customer experience. Skilfully manage complex customer complaints or escalations through coordination with our partner law firms and CommBank lenders. Take ownership of change management delivery within the team to ensure early adoption of new processes and procedures. What you’ll need to be successful in this role: Demonstrated leadership experience leveraging coaching and other techniques to support a high-performance team. 3-5 years' experience leading a customer experience or customer service team. A commitment to providing exceptional customer service, continuous improvement and creating a customer centric culture. Strong analytical capability to generate data insights that you’ll use for decision making. Exceptional team player with a genuine empathy for home buyers. Research shows that people from underrepresented backgrounds sometimes hesitate to apply for roles if they don't meet every requirement. If this is you, don’t worry - we still encourage you to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone, and your unique skills and perspective might be just what we’re looking for! Why Join Us? Enjoy a flexible and dynamic start-up environment. We nurture a safe space for our people to show up as they are! Competitive salary and bonus structure. Opportunities for professional growth and development. Access to the best in class benefits that CommBank offers. 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. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 12/03/2025 #J-18808-Ljbffr