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Customer Experience Manager

Impel ManagementSydney, NSW, AU

5 days ago

Job description

Our client is seeking an energetic and empathetic Customer Experience Manager to join the dynamic Sydney team. You'll be the frontline connection between the business and their customers – including brokers, partners, and direct applicants – guiding them through their property journey with clarity, urgency, and care.

This is a fast-paced, high-impact role perfect for someone who thrives under pressure and gets excited about helping people secure their dream homes!

Key Responsibilities

50% Customer Service : Deliver exceptional service across phone and email, handling enquiries with speed, empathy, and expertise
40% Application Processing : Guide customers through the deposit bond process, conduct due diligence searches, and manage applications with ownership and urgency
10% Follow-Up : Make outbound calls for lead management and provide application status updates
Collaborate cross-functionally with Sales, Underwriting, and Product teams to optimize customer outcomes
Identify process improvements and help enhance customer journeys

What We're Looking For

2-3+ years’ experience in customer-facing, phone-based roles within banking, lending, mortgage broking, or financial services

Exceptional communication skills – clear, warm, and confident in both written and verbal communication

Highly organised with excellent time management and ability to prioritize under pressure

Detail-oriented with commitment to accuracy in documentation and processing

Self-starter with proactive mindset, professional attitude, and sense of urgency

Tech-savvy – comfortable with CRM systems and quick to learn new platforms

Mortgage & finance experience highly desirable (but not essential)

Team-first approach with positive attitude, resilience, and adaptability

If you are passionate about the property industry and want to help Australians achieve property ownership faster, easier, and smarter, this is the perfect role for you!

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Customer Experience Manager • Sydney, NSW, AU