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
We are seeking a passionate and strategic leader to manage our Customer Relations team, driving exceptional customer journeys across every touchpoint. This role is responsible for shaping and delivering the customer experience strategy, using data‐driven insights and customer feedback to enhance satisfaction, strengthen loyalty, and improve Net Promoter Score (NPS) outcomes. You will play a key role in reviewing and optimising systems, policies and processes to ensure operational efficiency and alignment with business objectives.
As a collaborative leader, you will work cross‐functionally with other departments to improve conversion funnels, support new product and policy implementations, and deliver seamless customer handovers.
You will lead, mentor and develop a high‐performing team, fostering a culture of service excellence and accountability. As the business owner for key customer‐facing systems and technology initiatives, you will support ongoing digital transformation efforts, including CRM and app enhancements, while identifying risks and driving innovation. This is an opportunity to influence meaningful change, elevate the customer experience and deliver measurable business impact.
About You
High level of understanding of residential mortgage lending – Minimum 3 years' experience.
Demonstrated experience leading teams and managing cross‐functional initiatives.
Sound knowledge of the National Consumer Credit Protection Act, regulatory obligations and customer lifecycle.
Some benefits of working at Keystart
* 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, 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.
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 encourages 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.
Your application will include the following questions:
* Which of the following statements best describes your right to work in Australia?
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