Customer Relationship Officer

About Keystart
Keystart is a progressive, innovative, purpose-driven organisation that delivers real social impact by making the dream of an affordable home a reality for more people.  We’re proud of our workplace culture, and we prioritise the wellbeing and job satisfaction of our people. We acknowledge and understand the importance of disconnecting from work and believe that our employees have the right to enjoy time off without non-essential work-related interruptions**.**

About the role

This role will use your customer service experience and product knowledge to introduce customers to home ownership, support them through the financial journey that accompanies a mortgage and increase their knowledge to enable refinancing at their chosen point in time.

You’ll also:

• Provide an outstanding customer experience as measured by customer satisfaction ratings, Net Promotor Score, surveys, customer feedback and complaints.
• Manage customer enquiries in line with Keystart’s values and in accordance with policies/procedures.
• Accurately pre-qualify new Keystart customers from a diverse range of referral sources.
• Actively work to identify and assist with the implementation of improvements to the customer experience and team processes.

Roster preferences will be discussed at interview, with some flexibility on start and finish times. 

This role is available on a 12-month contract.

About You

You love supporting our customers and feel pride and success when the customer successfully obtains and maintains their home loan. You even love it when they take the final step of refinancing because it means you have made home ownership a reality for someone who would not have got the chance if it wasn’t for Keystart.

You enjoy change and use your curiosity to continuously improve the customer experience. Demonstrating a commitment to Keystart’s values of teamwork, customer focus, agility, and integrity; you love working in a diverse and inclusive team environment. You are not shy in raising matters, but you do so in a manner that builds trusting relationships and are always looking for ways to learn and grow.

Some benefits of working at Keystart

At Keystart, we are more than a workplace, we are a community with purpose. Every day, our people help make the dream of an affordable home a reality for more Western Australians.

What makes Keystart unique is our culture of trust, inclusion, and genuine care. We believe that when our people thrive, our customers and communities do too.

We offer meaningful work with real impact, flexibility, and opportunities to grow. Our benefits are designed to support balance, connection, and wellbeing, and include:

• Flexible leave options, including wellbeing and volunteering leave
• Flexible work arrangements including WFH to support balance and connection
• A supportive Social Club and community partnerships with local discounts
• Salary sacrifice and corporate private health options
• A modern Subiaco office close to public transport

At Keystart, your voice matters, your contribution counts, and your purpose helps more people call Western Australia home.

Curious? Like to do things a bit different? Us too!

• If this role sounds like you, and you are excited about the prospect of working for an organisation where you can really make an impact, then great! This role is a real opportunity to become part of a team that excels in delivering exceptional customer outcomes, continuously strives for improvement and has fun doing so.
• Here at Keystart we celebrate and support inclusion, diversity, and engagement. We pride ourselves on our diverse workforce, valuing different perspectives and unique ways of thinking that drive our growth, collaboration, innovation and scalability.
• Keystart always welcomes people from all backgrounds and encourage diversity of age, faith, ability, gender, sexuality and culture, including Aboriginal and Torres Strait Islander peoples. We are proud of our culturally, safe, diverse and inclusive team.