This is a Customer Experience Lead role with Place Estate Agents based in Brisbane, QLD, AU Place Estate Agents Role Seniority - mid level More about the Customer Experience Lead role at Place Estate Agents At Place, we believe the auction experience should be seamless, professional, and memorable for every client involved - from agents and vendors to buyers and auction attendees. We are seeking an Auctions Customer Experience Lead to play a pivotal role in ensuring our auction operations deliver an exceptional, consistent service experience across the business. This role sits at the heart of our Auctions team and focuses on elevating the customer journey, ensuring auctions are delivered with precision, professionalism, and a strong service mindset. Working closely with the Head of Auctions and internal stakeholders, you will coordinate auction processes, support our agents and offices, and ensure every auction interaction reflects the high standards of the Place brand. The Opportunity As the Auctions Customer Experience Lead, you will oversee the operational delivery of auctions while ensuring every interaction with the Auctions team is smooth, efficient, and customer-focused. You will act as a key liaison between agents, internal teams, and auction support staff, ensuring auctions are well organised, professionally executed, and supported by strong administrative processes. This role requires someone who thrives in a fast-paced environment, enjoys creating exceptional client experiences, and can manage multiple moving parts with confidence and attention to detail. Key Responsibilities Customer Experience & Service Delivery Lead the end-to-end coordination of auction bookings to ensure a seamless experience for agents, vendors, and buyers Maintain exceptional service standards across all auction-related interactions Provide guidance and support to offices regarding auction processes and best practices Act as a key point of contact for auction-related enquiries across the business Auction Operations Oversee auction administration and scheduling processes Coordinate auction events and logistics in partnership with the Head of Auctions Ensure auction service standards and operational procedures are consistently maintained Support agents with booking and coordinating auction services Team & Process Leadership Manage Auction Patrol staff Ensure high standards of presentation and professionalism across the Auction Patrol team Delegate and oversee work across auction administrative functions Reporting & Finance Coordination Manage auction budgets and monitor operational costs Approve auction invoices and work closely with the Finance team to maintain accurate reporting Ensure clear documentation and record-keeping across auction processes About You You are someone who genuinely cares about delivering an exceptional customer experience and takes pride in making complex operations run smoothly. You Will Likely Bring Strong customer service or client experience background Excellent communication skills, both written and verbal Outstanding organisational and time management ability The ability to remain calm and solutions-focused in fast-paced environments High emotional intelligence and the ability to build strong stakeholder relationships Strong attention to detail and confidence managing multiple priorities Why Join Place At Place, we are passionate about creating exceptional experiences, not only for our clients, but for our people. You will join a collaborative, high-performing team where initiative, professionalism, and service excellence are valued. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Place Estate Agents team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading customer experience and service delivery Overseeing auction operations Managing team and process leadership Key Strengths Customer service or client experience background ️ Excellent communication skills ️ Outstanding organisational and time management ability High emotional intelligence Strong attention to detail ️ Solutions-focused mindset A Final Note: This is a role with Place Estate Agents not with Hatch.
