Head of Contact Centre

• Own the front door — lead the team and strategy behind every interaction with our 7,500+ members.
• Build, coach, and inspire a small high-performing team that lives for exceptional service!
• 109 years of legacy, start-up energy — join one of WA's most respected member organisations at a time of real momentum.
• Subiaco location + parking + WFH flexibility

Who we're looking for

Real estate agents, property managers, and sales professionals across WA have demanding, fast-moving jobs — and when they need help, they need it quickly. Whether it's a tricky tenancy question, a compliance issue mid-transaction or support with their training, our call centre is the first place they turn. Every call and email lands here first, and we're looking for a leader who can make that experience exceptional.

You're a natural customer service person, someone who brings energy, loves solving problems and genuinely thrives on helping people. You've led call centre or customer service teams before, and you know how to coach, build capability and give people the confidence to make a difference.

You also understand the dual nature of this role. It is about delivering great service in the moment, but just as importantly, recognising where processes are failing, getting to the root cause, and putting forward solutions and options. You see every contact as a chance to fix things properly, not just patch them.

Our members are at the heart of what we do. They're real estate professionals who place real trust in us to support them and their businesses, and we need someone who is passionate about taking on that responsibility and thrives in those conditions.

If you're motivated by building capable teams, improving how things work and creating outstanding experiences for the people we serve, we'd love to hear from you .

Who we are

REIWA is the peak body for Western Australia's real estate profession. For 109 years we've supported the industry, and today we serve around 7,000 members through industry training, events, advocacy and reiwa.com, the state's leading property listings portal. We have a century of legacy behind us and a start-up's energy and momentum driving us forward.

The position

You'll lead the team that sits at the heart of REIWA's Member Experience. Every phone call, email and enquiry starts here, making your team the front door to our organisation.

Reporting to the Chief Operating Officer, you'll be responsible for ensuring every interaction delivers value while using member insights to improve services, influence business decisions and help shape the future of our member experience.

It's a role that combines people leadership, customer service excellence and continuous improvement with the opportunity to influence how one of WA's most respected member organisations supports its members.

This is more than a service delivery role. It's an opportunity to shape the future of member experience, develop a high-performing team and make a meaningful contribution to one of Western Australia's most respected member organisations.

What you will be doing

• Leading the team behind every member interaction, creating a culture where exceptional service and member experience are at the heart of everything we do.
• Setting the direction for how REIWA supports and engages with its members, ensuring our services continue to evolve to meet their changing needs.
• Driving improvements to our member services and digital platforms to deliver a more seamless and valuable experience for our members.
• Using member insights and data to identify opportunities, influence decisions and continually improve the services we provide.
• Building trusted relationships across REIWA and with our members to ensure their voice helps shape our services and future direction.
• Leading the evolution of our member services and digital platforms, working collaboratively across the organisation to improve how we support our members.

To excel in this role, you will bring.

• Demonstrated experience leading contact centre, customer service, member experience or service delivery teams.
• Experience leading service improvement initiatives and using data to drive better outcomes.
• Experience managing CRM platforms and member-facing digital services.
• A passion for creating exceptional customer or member experiences.
• Strong leadership skills with the ability to coach, develop and inspire others.
• Excellent stakeholder engagement and relationship-building skills.
• A continuous improvement mindset, with an openness to adopting new technologies and smarter ways of working.

How to apply

Please submit your application, including your current resume and a cover letter outlining your suitability for the role. For further information about this position, please contact Kerry Akhurst, Executive Manager People & Culture, on (08) 9380 8262 or via email at ***email_hidden***.

Please note: This opportunity is open only to applicants with unrestricted working rights in Australia.

We respectfully request that recruitment agencies do not submit applications or candidate enquiries for this position