Job Description

Customer Support Manager

• Make an impact leading a collaborative, supportive team delivering great customer experiences daily!
• Work across multiple leading property brands impacting millions of users!
• Full time permanent role based in Sydney

We're REA
With bold and ambitious goals, REA Group is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to have been named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Where the team fits in

The Customer Solutions & Operations team reports through to a broader function called the Customer Group. The group supports the organisation to deliver customer & operational excellence; use data to deliver customer solutions that ensure the profitability and sustainability of the REA Group; and deliver future focused strategic and operational planning.

Customer Solutions & Operations is accountable for delivering customer and operational excellence through all service experiences, including - customer onboarding, product fulfilment, help & support, feedback management, credit and payment solutions.

The Customer Support Manager is responsible for leading a team to deliver service excellence to REA customers and consumers. The Customer Support team provide an end-to-end experience, delivering best-in-class support for a broad range of products and technical troubleshooting.

What the role is all about

• Leading and coaching the team to deliver customer service excellence that drives brand advocacy and loyalty; working across the business to remove roadblocks
• Connecting the team to purpose and strategy, ensuring they understand the meaning and contribution of their role
• Empowering the team with performance data, feedback and quality conversations to support their development and progression
• Understanding the metrics that matter and optimising how they are used to improve team productivity, efficiency and quality
• Leading continuous performance improvement, of both people and processes, with the ultimate goal of driving customer value
• Actively manage operations and work with the Customer Support leadership team to optimise the workforce to meet customer expectations for timeliness and quality of service
• Effectively managing operational risk in your area of responsibility, ensuring risks are proactively identified and effectively controlled.

Who we’re looking for

• Runs on the board: Experience in a customer service and/or operational environment that is fast- paced and change intensive
• A leader who can capture the hearts and minds of their team, help them understand our business purpose and strategy, and inspire them to perform and grow
• Proven success with creative problem solving to deliver a better customer and employee experience
• Experience working as a team to continuously and sustainably improve processes and drive customer value
• Comfortable with operational metrics and improving productivity, efficiency and quality to meet performance targets
• Knowledge of forecasting and capacity planning in an operational environment
• Experience working with internal stakeholders to reduce customer and employee pain points

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow.

Some of our Perks & Benefits include:

• A hybrid and flexible approach to working
• Flexible leave options including, birthday leave and purchase additional leave
• Flexible parental leave offering for primary and secondary carers
• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity
• Hackdays so you can bring your big ideas to life

Our commitment to Diversity, Equity, and Inclusion

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.

Join our Talent Neighbourhood

Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood!

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