Customer Experience Specialist

Home Integrity; Perth; On-site; AUD 65,000 - 75,000; Full time

Job summary

Home Integrity Building Consultants is seeking a Customer Experience Specialist in WA. You will handle warm inbound inquiries, guide clients through service options, and convert enquiries into confirmed bookings to support growth.

The role requires excellent communication, problem solving, and a customer‑centric approach, with training on our services and workflows. West Perth office offers a collaborative environment and growth opportunities.

Qualifications

• 2+ years in customer service or sales coordination.
• Strong phone communication and rapport-building skills.
• Ability to ask discovery questions and handle objections.
• Excellent attention to detail and organisational skills.
• Experience with CRM systems, preferably HubSpot.

Responsibilities

• Respond to inbound enquiries with warmth and professionalism.
• Explain services, pricing and next steps clearly.
• Prepare accurate quotes and secure bookings.
• Coordinate handovers and information across the client journey.
• Support scheduling and bookings changes as required.
• Identify improvements to customer experience and sales processes.

Skills

Customer service

Communication

Active listening

Organisation

Tools

HubSpot

Microsoft Office

Job description

Job Description

About Home Integrity

Home Integrity Building Consultants exists to raise the standard in property and construction across WA.

We provide clarity, confidence and technical excellence to people making major property decisions. Our clients range from individual homebuyers and homeowners through to builders, property managers and other industry stakeholders.

• Behind our field-based consultants is a capable, high-performing office team that drives client experience, accurate information and operational flow.
• We are in an exciting growth phase, building smarter systems, improving the way we engage with clients and creating a seamless experience for our clients and team.
• We are WA’s largest privately owned building inspection business, with more five-star Google reviews than any other building inspection company in WA. We have also been recognised with a Master Builders Customer Service Award over multiple years, most recently in 2026.

This role plays a critical part in that journey.

You will often be the first person a client speaks to when they are making an important – and sometimes stressful – property decision.

You will listen, ask the right questions and help each client understand which inspection service is right for them. When you do your job well, an uncertain enquiry becomes a confident booking, the client feels looked after, and the right information reaches our scheduling and inspection teams.

You will play a key role in creating an outstanding client experience while supporting the continued growth of Home Integrity.

About the Role

Australian work rights are required for this position.

Reporting to the Business Improvement Manager, the Customer Experience Specialist is a central role responsible for managing warm inbound enquiries, guiding clients through their options and converting suitable enquiries into confirmed bookings.

There is no cold calling. You will be speaking with people who have already contacted Home Integrity or have been referred to us.

• Respond to inbound phone, email, website and referral enquiries with warmth and professionalism
• Ask the right questions to understand each client’s property, timeframe and inspection needs
• Clearly explain our services, inclusions, pricing and next steps
• Prepare accurate quotes and confidently ask for the booking
• Follow up open enquiries and quotes so worthwhile opportunities are nurtured
• Respond to common questions and concerns in a helpful and commercially aware way
• Maintain accurate client, quote, deal and follow-up information in HubSpot
• Coordinate reliable handovers, bookings and service information across the client journey
• Assist with scheduling, access arrangements and booking changes when required
• Identify practical ways to improve the customer experience, sales process and internal workflow

Who You Are

You are a confident and personable communicator who enjoys helping people make decisions.

You are commercially aware and motivated by results, but you build trust rather than applying pressure. You take pride in following through, keeping information accurate and making the experience easy for the client and your colleagues.

You will likely have:

• 2+ years’ experience in customer service, client liaison, client engagement, sales coordination, account management or a similar role
• Confidence speaking with clients over the phone and building rapport quickly
• Strong listening skills and the ability to ask useful discovery questions
• Experience responding constructively to questions, hesitation or objections
• Strong organisational skills and excellent attention to detail
• The ability to manage multiple enquiries and priorities without losing track of follow-ups
• Confidence using Microsoft Office and CRM systems (we use HubSpot)
• A clear, calm and professional written communication style
• The ability to work independently while contributing to a collaborative team

Experience in property, real estate, construction, building inspections or professional services would be helpful, but it is not essential.

Experience using HubSpot or another CRM would also be valuable. More important is your ability to communicate, organise, follow through and create a genuinely positive client experience. We can teach the right person our industry and systems.

If you enjoy speaking with people, solving problems and turning genuine enquiries into confident bookings, you will thrive at Home Integrity.

What We Offer

• Warm inbound enquiries with no cold calling
• A modern West Perth office close to public transport
• A supportive, collaborative working environment
• Hands-on training in our services, systems and workflows
• Variety across customer engagement, sales and operational coordination
• The opportunity to contribute ideas and see practical improvements implemented
• Real pathways to grow as the role and business continue to develop
• Access to our wellbeing Employee Assistance Program
• Quarterly team events and activities
• A values-driven culture focused on integrity, empathy, collaboration, enjoyment and practical innovation