Our People: Erin O’Reilly – Customer Experience Manager

What did you do before coming to Mosaic?

Soon after graduating with an accounting degree, I was unexpectedly presented with an opportunity to join a property development company as an Assistant Development Manager, sparking my interest in the dynamism that is the property industry. I enjoyed being challenged on a regular basis and being forced to develop new skills while honing existing capabilities.

What attracted you to join Mosaic?

I was drawn to Mosaic because their vision and ethos were in line with my own values. From small and humble roots, they continue to care for their staff despite having grown significantly. Mosaic also invest heavily in the community by developing buildings in consultation with neighbouring stakeholders and will give generously via their Foundation.

Describe your role at Mosaic

My role as the Customer Experience Manager encompasses the full customer journey from the commencement of construction through to post-handover care. Clients will know me as their main point of contact once their sales contract is unconditional and are welcome to contact me directly with any questions during the delivery phase of our projects.

We continue to innovate the customer journey, always seeking ways to improve the overall experience for each customer.

What do you love most about coming to work every day?

My favourite part of the job is definitely the people I work for and alongside. Taking our wonderful clients through their property for the first time and seeing the nervous anticipation turn to relief and excitement for handover is one of the most rewarding aspects of my role. Equally, every day I look forward to working with my dedicated and hardworking colleagues, all of whom work tirelessly to deliver the best possible outcomes.

Why do you think people love living in Mosaic properties?

Mosaic carefully considers every aspect of living comfortably in a home and this is clear when walking through one of our finished properties. Never completely content, there is an avid drive within our business to improve with every single project.

Having delivered 50+ projects, we have a pretty good understanding of what our residents want. We appreciate while creating floorplans that cater to a broad range of living preferences and price points that thoughtful design is always essential.

Describe Mosaic in one word.

Energetic.

What advice could you offer to anyone starting out or wanting to work in the property industry?

One of my most surprising discoveries on entering the workforce was that you don’t need to limit your career path to your formal education. There are obvious exceptions, however many jobs can be performed by people from many different backgrounds, so long as they are willing to learn and seek out alternative opportunities. Example paths include taking volunteer or work experience roles, completing bridging courses or just having an eagerness to meet people outside of your usual orbit.

Do you have any interests or are you involved in an industry activity outside of work?

I have a keen interest in the environment and sustainability and participated in a straw bale house building internship for several weeks in 2018. This involved a small group of volunteers living off-the-grid while learning natural building techniques. Activities were very hands-on and included tying straw bales, mixing cob and lime render, and creating and rendering walls. The rewarding experience has motivated me to engage in further research and workshops to boost my knowledge of sustainable building.

Do you have any mentors or people you look up to or have helped you along the way?

I’ve had the privilege of working for several excellent managers that have been invested in my personal and professional development. I wouldn’t be the person I am today without their collective influence. I also take inspiration from a non-exhaustive list of role models that includes comedian Deborah Frances-White and philosopher Peter Singer. Both demonstrate in their own way a commitment to living honestly in an imperfect world.

How do you balance the demands of business and personal commitments?

Striking a balance is not always easy but it’s something I am getting better at over time. I’ve learned the importance of setting aside personal time each week as a requirement for good mental health and relationships with friends and family. This includes making a point of leaving my laptop in the office on weekends and learning to speak up when I need help.

How do you like to relax/spend your downtime?

Playing soccer and gardening are my preferred tools to stay healthy and manage stress. I also enjoy thinking in spreadsheets so weekends will often find me creating over-complicated budgets that I won’t follow.