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customer success co ordinator
Customer Success Co-Ordinator
Home-in
Customer Success and Operations
Sydney / Melbourne
The Opportunity
Please note: This is a 12-month role covering parental leave.
Who are we?
We’re Home-in and we are on a mission to simplify the experience of buying property.
While buying 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?
Enter Home-in. We provide you with a central hub featuring everything you need to buy a property so that you can purchase with confidence. We are the first of our kind and we are proudly transforming the property purchase experience across Australia.
What’s more, Home-in is proudly part of x15ventures.
x15ventures is a dynamic venture-scaler, powered by CommBank.
What’s a venture-scaler you might ask? Well for us, it means we’re not your typical VC fund - we have the mandate to build, acquire and invest-in early-stage digital endeavours that can scale through CommBank’s assets. We actively support experienced entrepreneurs, providing guidance and access to our customer base and distribution networks.
Together, we’re building the next generation of solutions for 15 million CommBank customers and pioneering new ways of working as we go. It’s a cross section of limitless opportunity, and huge unknowns. Your hands will get dirty, and every day will be nothing like the last. If this excites you, you’re in the right place.
Where do you fit in?
We are seeking a Customer Success Coordinator to join Home-in to support our customers through their home-buying journey. The Operations and Customer Success Team is pivotal to our business as we are responsible for ensuring the success of each and every one of our customers’ property journeys– from search to settlement. You will be answering customer enquiries and delivering exceptional service via both phone and emails.
What you’ll do day-to-day:
Manage multiple work streams including processing of all necessary tasks across the property purchase journey including contract review, exchange and settlement.
Liaise with our lawyer partners and lenders as required to ensure our platform is a comprehensive one-stop shop for customers.
Manage our support inbox – You will respond to a multitude of customer queries demonstrating empathy and our commitment to exceptional customer service.
Process all tasks and support requests within agreed turnaround times.
Ensure consistent accuracy in a high volume and deadline-driven environment.
Stay up-to-date on our business rules, operating procedures, quality standards, internal policies and any other applicable laws and regulations required for us to operate.
What you’ll need to be successful in this role:
Experience in customer service, ideally with exposure to administration or operational support.
Passionate about making the home buying process simpler for our customers.
A commitment to providing exceptional customer service every time.
Proven experience working in a task-driven, deadline-driven environment, managing multiple competing priorities.
Prioritisation and planning skills to manage work volume appropriately.
Exceptional team player and desire to learn and be curious.
What’s in it for you?
At x15, we’re building ventures in a way that’s never been done before. Part of pioneering a new way of working means there’ll be ambiguity, experimentation and limitless opportunity. This will invigorate you.
Some benefits to keep in mind:
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
We value a diverse range of backgrounds and ideas and know this is fundamental for our future success.
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.
Where do you fit in?
We are seeking a Customer Service/Operations Coordinator to join Home-in to support our customers through their home-buying journey. The Operations and Customer Success Team is 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 multiple work streams including processing of all necessary tasks across the property purchase journey including contract review, exchange and settlement.
Liaise with our law partners and lenders as required to ensure our platform is a comprehensive one-stop shop for customers.
Process all tasks and support requests within agreed turnaround times to deliver our customer promise.
Ensure consistent accuracy in a high volume and fast paced deadline-driven environment.
Stay current on our business rules, operating procedures, quality standards, internal policies and any other applicable laws and regulations required for us to operate.
What you’ll need to be successful in this role:
A few years work experience in customer service, administration, analytics or operational support
A commitment to providing exceptional customer service
Proven experience working in a task-driven, deadline-driven environment, managing multiple competing priorities.
Prioritisation and planning skills to manage work volume appropriately
Exceptional team player and desire to join a winning team!
Other things to keep in mind
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 11am-7pm, 1-2 days per week.
We work out of CBA’s brand-new contemporary office in South Eveleigh but also support remote working for part of the week.
Our authentic team culture promotes collaboration and innovation
This role is initially a 12-month fixed term contract (secondment if you are already working as part of CommBank)
About x15
What is x15ventures?
We're a venture scaler powered by CommBank. We build, buy and invest in startups that will benefit the bank's 15 million customers and beyond.
We're navigating the space between corporate and startup worlds and harnessing the collision of careers, ideas and expertise to help build and scale the next generation of digital businesses.
© 2023 CBA New Digital Businesses Pty Ltd ABN 38 633 072 830 and Australian Credit Licence 516487, trading as x15ventures. x15ventures is a trade mark of CBA New Digital Businesses Pty Ltd. CBA New Digital Businesses Pty Ltd is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. CBA New Digital Businesses Pty Ltd is not an Authorised Deposit-taking Institution for the purposes of the Banking Act 1959 and its obligations do not represent deposits or other liabilities of Commonwealth Bank of Australia. Please refer to the venture websites for specific venture-related disclosures and other important information. Read our Privacy Policy.
© 2023 CBA New Digital Businesses Pty Ltd ABN 38 633 072 830 and Australian Credit Licence 516487, trading as x15ventures. x15ventures is a trade mark of CBA New Digital Businesses Pty Ltd. CBA New Digital Businesses Pty Ltd is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. CBA New Digital Businesses Pty Ltd is not an Authorised Deposit-taking Institution for the purposes of the Banking Act 1959 and its obligations do not represent deposits or other liabilities of Commonwealth Bank of Australia. Please refer to the venture websites for specific venture-related disclosures and other important information. Read our Privacy Policy.