Client Experience Team Leader

Herron Todd White; Brisbane; Presencial; AUD 150.000 - 210.000; Jornada completa

Descripción de la vacante

Herron Todd White Group in Brisbane is seeking an ambitious CX Team Leader to unify national client experience across Commercial, Agribusiness and Government divisions. You will lead a centralized CX function, set strategy, oversee high-volume workflows, and drive service excellence.

You will mentor a dispersed team, optimize processes, ensure SLA performance (2-hour turnaround frames), and expand client relationships with a commercial mindset.

Formación

• Proven leadership of national or multi-region CX teams.
• Experience in quote management, client growth, and relationship management.
• 5+ years in real estate operations or valuation.
• Ability to resolve disputes and manage high-risk client matters.

Responsabilidades

• Direct, mentor, and coach CX Specialists across regions.
• Set KPIs, performance reviews, rostering, and accountability.
• Drive quote management, follow-ups, and portfolio proposals.
• Oversee SLA compliance and fast response times across time zones.
• Lead escalation for key corporate clients and lenders.

Conocimientos

Leadership

Business development

Real estate / valuation

Problem solving

Data-driven improvement

Tech platforms

Educación

Tertiary qualification in Business or Real Estate

Herramientas

Property management platforms

Workflow software

Descripción del empleo

Are you looking to take the next step in your leadership career?

At Herron Todd White (HTW), our people, technology, and insights shape the future of Australian property. With a 700-strong national team and a reputation built on trust and innovation, we provide high-impact valuation solutions to the country’s leading financial and commercial sectors while continuously evolving how we deliver value to our clients.

We are looking for an ambitious, sharp, and growth-oriented Client Experience (CX) Team Leader based in Brisbane to lead our CX function across the Commercial, Agribusiness, and Government (CAG) division. If you thrive on leading high-performing teams, standardising national operations, and turning client touch points into long‑term commercial value, this is your opportunity to shape the future of our service delivery model.

About the Role

As the CX Team Leader, you will provide strategic direction and operational leadership for our centralised national Client Experience function. Serving as the central link between key clients, lenders, regional directors, and valuer teams, you will champion a unified "One Way" operating methodology. You will oversee national quote management, streamline high-volume workflows, ensure rigorous SLA compliance, and lead a dedicated team of CX specialists to deliver exceptional service standards.

Key Responsibilities

• National Leadership & Capability Building: Direct, mentor, and coach a geographically dispersed team of CX Specialists and Senior Specialists. Set KPIs, conduct performance reviews, manage capacity/rostering, and foster a high‑accountability culture.

• Business Development & Opportunities: Drive a proactive approach to quote management, follow‑ups, and portfolio proposals. Identify emerging commercial opportunities, enhance client conversion rates, and partner with valuation teams to expand business relationships.

• Operational Excellence & SLA Management: Own national service level performance, guaranteeing rapid response times (including 2‑hour turnaround frameworks) and efficient workflow execution across time zones.

• Senior Stakeholder & Escalation Leadership: Serve as the senior escalation point for key corporate clients and lenders. Handle complex enquiries, valuation disputes, tenders, and high‑risk client matters with commercial acumen and poise.

• Process Optimisation & Governance: Maintain standard operating procedures, eliminate regional variations, and drive continuous system and process enhancements.

What We Are Looking For

• Proven Leadership Capabilities: Demonstrated track record leading high‑performing operational or customer experience teams, ideally across multi‑regional or national footprints.

• Strong Business Development Background: Highly beneficial. A commercial mindset with proven capability in quote strategy, client growth, conversion optimization, and strategic relationship management.

• Industry Experience: 5+ years in real estate operations, property valuation, or corporate CX leadership within a fast‑paced, high‑volume environment.

• Problem Solving & Escalation Skills: Advanced ability to resolve complex disputes, manage high‑risk client scenarios, and deliver under pressure.

• Tech Agility: Proficient in property and workflow management platforms and data‑driven continuous improvement.

• Qualifications: Tertiary qualification in Business, Property, Real Estate, or a related field is desirable.

Why You'll Love Working With Us

At Herron Todd White, we value Collegiality, Professionalism, Innovation, Fairness & Equity, and Accountability. You will join a supportive, forward‑thinking environment where your strategic vision and leadership directly influence business outcomes across Australia.

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.