Customer Service Officer

Member Engagement Officer

• Hybrid Work Opportunity
• Highly Competitive Salary
• Permanent Career Opportunity

Who we’re looking for

You’re a natural connector, someone who lights up when you help a customer solve a problem and walks away energised, not drained. You have hands-on experience in customer service or engagement, or client success, and you’ve learned that the best interactions aren’t just about answering questions, they’re about making people feel genuinely supported.

You’re proactive. You don’t wait for issues to land in your lap; you reach out, check in, and find ways to add value before anyone has to ask. You’re comfortable picking up the phone as easily as firing off an email, and you have a knack for explaining technical things in plain language.

Most importantly, you want to work somewhere that matters. REIWA is the peak body for Western Australia’s real estate sector, we support real estate agents, property managers and industry professionals across every corner of the state.

If you’re looking for a role where your work has real impact, and where you’ll be surrounded by a team that shares your drive, this is it.

The position

As a Customer Service Officer, you’ll be the primary point of contact for REIWA’s members, connecting with them daily, supporting their needs, and ensuring they get genuine value from their membership. No two days are the same, and that’s exactly how you like it.

What you’ll be doing

• Managing incoming enquiries with a friendly, professional approach and resolving issues in a timely manner.
• Proactively reaching out to members — both inbound and outbound — to ensure they’re getting ongoing value from their membership.
• Educating members on REIWA’s full suite of products and services, with a focus on how these support their day-to-day roles.
• Supporting the onboarding of new members, ensuring they’re set up for success and confident using REIWA platforms.
• Providing technical assistance across REIWA systems (including our listing portal reiwa.com), helping members navigate tools with confidence.
• Gathering member feedback, escalating where required, and following through to ensure timely resolution.
• Collaborating with internal teams to support marketing campaigns, member initiatives, and project delivery.
• Delivering or supporting member education through webinars and training sessions.
• Contributing to continuous improvement, working with your team and Team Lead to sharpen processes and elevate the member experience.
• Assisting with general office and facilities administration tasks.

This is a full-time role based in Subiaco. We’d love to hear from you if you’re ready to bring your energy and expertise to a team that’s shaping the future of real estate in WA.

To excel in this role, you should possess the following skills and experience:

• A strong commitment to a customer first approach, with a genuine focus on delivering value and building relationships.
• A solution focused mindset.
•  Proven experience in a customer service role .
• Experience using CRM systems (Salesforce experience highly regarded).
• Confidence in supporting customers with website navigation and technical enquiries.
• Excellent organisational and time management skills.
• Strong verbal and written communication skills.
• A collaborative mindset with the ability to work effectively across teams.
• Experience assisting customers via phone and email.
• Solid computer literacy, including Microsoft Office (Outlook, Word,Excel)
• Experience working in a contact centre (preferred).

We can offer

• Modern open plan offices.
• Central Subiaco Location.
• Thriving Social Club with regular events.
• One volunteer day per year.
• Regular team engagement activities.

Applications are open to individuals with unrestricted working rights in Australia.

How to apply

Send your resume and cover letter through the online application process. For any position inquiries please contact Kerry Akhurst at kerry.akhurst@reiwa.com.au or 9380 8262.

About REIWA

The Real Estate Institute of Western Australia (REIWA) is the peak body for the real estate sector, representing more than 90 per cent of active agents across the state. We advocate for policies that support a stable property market across all sectors including residential, commercial, industrial and agricultural real estate.

With more than 100 years of industry leadership and local knowledge, REIWA provides real estate professionals and the public with data, insight and analysis to empower their property decisions. REIWA has a proud history of innovation as a PropTech pioneer, operating WA’s leading property listings site www.reiwa.com. REIWA is also a registered training organisation and curates a dynamic program of events for industry and the broader community.