At a Glance
- Tasks: Manage client communications and drive quote processes to enhance client experience.
- Company: Join Herron Todd White, a leader in property valuation and data solutions.
- Benefits: Supportive culture, career growth opportunities, and a chance to work with industry experts.
- Other info: Exciting opportunity for those passionate about real estate and client relations.
- Why this job: Be the heartbeat of client interactions and fuel business growth in a dynamic team.
- Qualifications: Strong customer service skills and proficiency in CRM systems are essential.
The predicted salary is between 62100 - 75900 $ per year.
At Herron Todd White (HTW), we combine deep local expertise with cutting-edge data, technology, and digital valuation solutions to power Australia’s banking, finance, and property sectors. Our Commercial Operations team serves as the central hub connecting clients, lenders, and valuers, managing the full valuation lifecycle from initial enquiries and quoting to administrative workflows and report delivery.
We are seeking a proactive, client-focused, and driven Client Experience (CX) Specialist to join our dynamic national CAG team in either Brisbane or Perth. In this pivotal role, you will manage end-to-end communication, guide quote processes, and expertly handle escalations while driving high quote conversion rates and identifying new opportunities with existing clients.
Key Responsibilities
- Client Communication & Escalation Management: Act as the first line of contact for client enquiries, managing high-volume email and phone communications using CRM systems. Proactively manage report delivery escalations and communicate realistic timeframes to clients.
- Quote Management & Growth: Prepare, issue, and follow up on quotes for Mortgage and Non-Mortgage Security within national fee schedules. Partner with Valuers on complex quotes to increase quote conversion rates.
- SLA & Operations Support: Ensure strict SLA adherence across key operational platforms, guaranteeing milestones are met and reports are delivered on time.
- Document & Data Management: Triage incoming client documentation, verify property data, and equip valuation teams with all necessary information prior to inspection.
- Invoicing & Payments: Issue manual invoices upon quote acceptance, manage prepayments, and notify internal teams when payment is received.
What We Are Looking For
- Service Focus: A strong customer service mindset accompanied by excellent verbal and written communication abilities.
- Problem-Solving & SLA Management: The ability to thrive under pressure, triage complex queries, and stick to tight SLAs.
- Technical Skills: Proficiency with workflow/CRM systems, workflow navigation, word processing, and spreadsheets.
- Organisation: Exceptional time-management, prioritisation, and a meticulous eye for detail under tight timelines.
- Collaboration: A team player attitude combined with the autonomous drive to use your own initiative.
- Industry Knowledge: Prior experience in real estate operations, property valuation, or commercial property services is highly regarded.
Why Join Us?
At HTW, our culture is built on five core values: Collegiality, Professionalism, Innovation, Fairness & Equity, and Accountability. We offer a supportive environment where your career can grow alongside industry leaders. All successful candidates must hold Permanent Residency or Australian Citizenship and complete pre-employment background checks, including a company-paid Federal Police check.
Client Experience Specialist in Brisbane employer: Herron Todd White Group
At Herron Todd White, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our commitment to employee growth is evident through ongoing training and development opportunities, ensuring you thrive in your role as a Client Experience Specialist. With a national presence in vibrant cities like Brisbane and Perth, you'll enjoy a dynamic environment where your contributions directly impact our clients and the broader property sector.
