Q & A with Customer Experience Manager Erin O’Reilly

As part of Mosaic’s enduring value and customer focus, Erin O’Reilly plays an integral role in creating an exceptional customer journey experience.

In what is an exceptionally challenging but rewarding role, as the Customer Experience Manager Erin is the central point of contact for all of Mosaic’s purchasers during the construction journey, ensuring they feel supported and informed right through to, and well after, the moment the keys are handed over to their beautiful new home.

Here Erin shares her journey to Mosaic, insights into her role, and the keys to her success to date.

What led you to your current role at Mosaic?

Soon after graduating from an accounting degree I was unexpectedly presented with an opportunity to join a company as an Assistant Development Manager, which sparked my interest in the property industry. I have a passion for learning new skills, so the dynamic nature of the property industry, which is challenging, competitive and ever-evolving, led me to finally find my passion and profession at Mosaic.

Why is the customer experience so important to Mosaic?

Positive customer experience is pivotal to Mosaic’s success, as there is nothing more powerful than a happy customer. By engaging and communicating with our buyers we ensure they feel comfortable and happy in their purchase decision. Our “above and beyond” approach has resulted in Mosaic observing high levels of client satisfaction at handover, which is evidenced by positive feedback.

What would you say are the driving factors to your success at Mosaic?

I’d say my success is largely due to a sincere desire and willingness to work hard and go the extra mile to ensure Mosaic customers have the best experience possible. Nothing is too much trouble, even if it means travelling to the coast on weekends to meet clients to better understand their needs or assisting with final cleaning prior to a settlement inspection so that the property is viewed for the first time in its absolute best light. I also have a thirst for personal development and enjoy learning from my fellow teammates.

In an extremely busy role, how do you balance the demands of work and personal commitments?

I’ve learned the importance of setting clear boundaries between work and personal time. This means not allowing work to encroach on time I specifically set aside for my partner, friends, and family. Exercise also forms an important part of managing stress, keeping a positive mindset, and good health.

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 which saw me undertake a three-week straw bale house building internship in Braidwood, NSW in October 2018. This involved a small group of volunteers living off-the-grid while learning natural building techniques. Activities were extremely manual and included tying straw bales, mixing cob and lime render and creating and rendering walls. The rewarding experience motivated me to engage in further natural building workshops to boost my knowledge of sustainable building and construction techniques.

What insight or advice could you offer to others wanting to achieve their career goals?

Never feel like your education must dictate your career path; it is much more about showing enthusiasm, working exceptionally hard, and seeking out opportunities, so if you want something, then find a path to make it happen. This can be through training, finding a mentor or undertaking a course.

I also believe in working exceptionally hard, while being humble and showing integrity. This approach has helped me to foster positive, mutually respectful relationships with managers, which in turn has opened many doors. Of course, you need to work with strong leaders, so don’t accept poor conditions, believe in yourself and have the confidence to believe that you deserve good opportunities.