Adelaide-based Home Loans Customer Experience Specialist

Tiimely Pty Ltd; Adelaide; On-site; AUD 55,000 - 75,000; Full time

Job summary

Tiimely is seeking an experienced Customer Service Specialist to join our Customer Hub in Adelaide. You will guide customers through their home loan journey, handle enquiries across phone, chat and email, and own issues from first contact to resolution.

This role emphasizes practical problem solving, empathy and clear communication, with no scripted responses. You will collaborate with internal teams and contribute to continually improving the service experience for customers navigating home

Qualifications

• Experience in customer service, customer support or customer experience roles.
• Strong communication and rapport-building skills.
• Ability to handle complex enquiries and difficult conversations.
• Genuine passion for helping customers and achieving positive outcomes.
• Strong problem-solving and critical thinking when assessing needs.

Responsibilities

• Manage enquiries across phone, chat and email.
• Support customers with home loan related enquiries and documentation.
• Understand customer circumstances and guide them through the journey.
• Own customer enquiries from initial contact to resolution.
• Collaborate with internal teams to resolve issues and deliver positive outcomes.
• Handle complaints and escalations with empathy and professionalism.
• Provide accurate information about products, processes and policy requirements.
• Navigate multiple systems with accuracy and attention to detail.
• Contribute ideas to improve experiences, processes and service delivery.

Skills

Multichannel support

Customer empathy

Problem solving

Clear communication

Relationship building

Adaptability

Job description

Tiimely is seeking an experienced Customer Service Specialist to join our Customer Hub in Adelaide. You will guide customers through their home loan journey, handle enquiries across phone, chat and email, and own issues from first contact to resolution.

This role emphasizes practical problem solving, empathy and clear communication, with no scripted responses. You will collaborate with internal teams and contribute to continually improving the service experience for customers navigating home