Head of Customer Experience at Australia’s #1 Mortgage Brokerage!

Flint is Australia’s leading mortgage brokerage, setting the gold standard in complex lending solutions.

We work with every type of borrower – from first home buyers to upgraders, investors, business owners, high-net-worth clients and sophisticated borrowers – delivering tailored loan strategies at scale.

As we continue to grow across the country, we’re looking for a Head of Customer Experience (South Australia) to lead the front-end client journey, manage our sales pipeline, and ensure every borrower receives a world-class experience – from first contact through to loan strategy delivery. You would be working closely with South Australia's Best Residential Broker, Sergio Stefano.

In this senior role, you’ll act as the bridge between new enquiries and high-quality lending outcomes, driving trust, conversion, and customer satisfaction.

This is a salaried position, with a highly attractive commission and bonus structure. Base salary is aligned with experience.

What You’ll Be Doing

Client Engagement and Lending Strategy

Be the first point of contact for new clients – handling enquiries across phone, email, and digital channels

Deliver fast, high-quality responses that maximise conversion and build client trust

Present tailored loan proposals to help clients understand their finance options

Build long-term relationships with clients through confidence, clarity, and expert guidance

Sales Pipeline and Process Management

Own and optimise the sales pipeline across South Australia

Ensure timely follow-ups and seamless progression through the sales journey

Book strategy calls with brokers and ensure efficient, professional handovers

Track, report and continuously improve performance metrics

Leadership and Collaboration

Work closely with brokers and national leadership to deliver best-in-class lending experiences

Oversee and support the credit team, ensuring service excellence

Coach, provide feedback, and uphold high standards of delivery across every interaction

Customer Experience Innovation

Identify and implement improvements across the end-to-end customer journey

Help refine and streamline internal processes to increase efficiency and effectiveness

Monitor client feedback and maintain our position as Australia’s benchmark in finance experience

Who You Are

You have 2+ years of experience in home lending, ideally from a bank or mortgage broking environment

You’re a natural relationship builder who thrives on delivering exceptional service

You understand sales psychology and know how to manage pipelines and boost conversions

You’re highly organised – capable of managing multiple clients without dropping the ball

You’re a confident communicator – able to present strategies with clarity and purpose

You’re a proactive problem-solver who anticipates client needs and removes friction

Why Join Flint?

Be the CX leader in a high-growth, national business
Work with elite clients – HNW investors, business owners, and complex borrowers
Join a dynamic, fast-paced team solving real financial challenges
Enjoy real career progression – Flint is growing, and so are the opportunities
Attractive base salary + commissions + performance bonuses

Ready to Lead the Future of Lending in South Australia?

Apply now – send your resume to [email protected]
Or reach out for a confidential chat.