Customer Excellence & Support Leader

Add expected salary to your profile for insightsAre you ready to help shape the Future of Home Ownership in South Australia?At HomeStart, we believe that home ownership should be within reach for more South Australians.

As a leader in innovative housing finance, we're looking for a Customer Excellence and Support Leader who can lead our customer facing functions across our digital, phone and face to face channels.About the RoleThis is a pivotal leadership position that sits at the heart of HomeStart's purpose to make home ownership a reality for more people in more ways.

Reporting directly to our Chief Customer Officer, you'll ensure a consistent and high-quality customer experience throughout the entire home loan journey.

You'll achieve this by : Leading and managing teams to deliver exceptional customer service.Driving initiatives to achieve home loan outcomes and portfolio growth.Developing and implementing strategies based on customer insights and analytics.Overseeing complaints management and ensuring timely resolution.Collaborating with internal and external stakeholders to enhance customer experience.Promoting a customer-first culture that aligns with HomeStart's core values.What We Are Looking For : 10+ years of sales leadership and / or contact centre operations experience within a financial services setting.Proven track record of leading successful sales teams.Strong experience in end-to-end customer home loan journey processes.Excellent communication and analytical skills.Ability to manage high workloads and maintain service standards in a fast-paced environment.Strong customer and business acumen.Why Join Us?Be part of an organisation where purpose drives performance.Make a tangible difference to South Australians' lives.Collaborate with passionate and supportive colleagues.CBD location with hybrid working arrangementsCompetitive remuneration with annual salary increases5 weeks annual leaveThis is your chance to lead a team that changes lives.Apply now and be part of something bigger than banking.How to ApplyIf you're ready to apply your lending and customer expertise to make a real difference in South Australians' lives, we want to hear from you.

Applications are only accepted via Seek and should include : Your resumeContact details for three professional refereesApplications close at 5pm 18 July 2025 and shortlisted candidates will be notified after 28 July 2025.Please contact (emailprotected) if you wish to discuss this opportunity further.

Position Descriptions can be obtained via our careers page : new employees are required to provide a satisfactory National Criminal History Record (PoliceCheck) prior to commencement.Please note candidate screening and interviews may commence prior to the closing date of the job advert, and you will only be contacted if you progress to interview.

We also reserve the right to close this vacancy early.At HomeStart, we believe in creating a welcoming, inclusive, and safe environment where everyone feels they truly belong.

We are proud to be an equal opportunity employer, celebrating diversity in all its forms.

No matter your gender identity or expression, sexual orientation, disability, culture, national origin, or age, you are warmly encouraged to apply - and we look forward to considering you for a role with us.How do your skills match this job?How do your skills match this job?Sign in and update your profile to get insights.Your application will include the following questions : Which of the following statements best describes your right to work in Australia?

What's your expected annual base salary?

Please tell us your motivation for applying for this role.

In 150 words or less, Can you describe a time when you successfully led a team to improve customer experience in a financial services setting?

What strategies did you implement, and what were the outcomes?

In 150 words or less, describe how you utilise customer insights and analytics to drive improvements in customer service?To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.

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