Client Experience Specialist

Herron Todd White Group; Brisbane; On-site; AUD 70,000 - 110,000; Full time

Job summary

Herron Todd White Group is seeking a proactive Client Experience Specialist to join our national Commercial team, based in Chermside, Brisbane CBD, or Perth CBD. You will manage end-to-end client interactions, guide quote processes, and drive growth through higher quote conversions and proactive follow-ups with existing clients.

You will coordinate with valuers, manage escalations, and ensure timely delivery of reports and invoices while upholding our standards of exceptional client service

Qualifications

• Service-focused with excellent verbal and written communication.
• Ability to triage complex queries and meet tight SLAs.
• Proficiency with workflow/CRM systems, workflow navigation, word processing, and spreadsheets.
• Strong time management, prioritisation, and attention to detail under tight timelines.
• Team player attitude with initiative.
• Experience in real estate operations, property valuation, or commercial property services is valued.

Responsibilities

• Client communication and escalation management across high-volume inquiries.
• Quote management for Mortgage and Non-Mortgage Security within national fee schedules.
• Ensure SLA adherence and on-time report delivery.
• Document and data management to prep valuation teams for inspections.
• Invoicing and payments processing and coordination.

Skills

Customer service

Communication

SLA management

CRM proficiency

Team collaboration

Tools

CRM systems

Word processing

Spreadsheets

Job description

Turn client inquiries into high-value commercial deals

At Herron Todd White (HTW), we don't just crunch numbers—we combine deep local expertise with cutting-edge data, technology, and digital valuation solutions to power Australia’s banking, finance, and property sectors. With over 700 property professionals and a trusted national footprint, we are an industry leader committed to excellence.

Our Commercial Operations team serves as the central hub connecting clients, lenders, and valuers. By driving a standardised "One Way" approach, the team manages the full valuation lifecycle from initial enquiries and quoting to administrative workflows and report delivery. They ensure every touchpoint is seamless, efficient, and structured to deliver an exceptional experience for clients and valuers alike.

The Role

We are seeking a proactive, client-focused, and driven Client Experience (CX) Specialist to join our dynamic national Commercial team in Chermside, Brisbane CBD or Perth CBD.

In this pivotal role, you will be the primary heartbeat of our client interactions, managing end-to-end communication, guiding quote processes, and expertly handling escalations. But you won't just support day-to-day operations—you will actively fuel our business growth by driving high quote conversion rates, following up on key proposals, and identifying exciting 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 relentlessly 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 that guide everything we do: Collegiality, Professionalism, Innovation, Fairness & Equity, and Accountability. We offer a supportive environment where your career can grow alongside industry leaders.

For any questions, please reach out to our Talent team at ******@htw.com.au

All successful candidates must hold Permanent Residency or Australian Citizenship. Candidates are required to complete pre-employment background checks, including a company-paid Federal Police check.