Meet the Tockers
Customer Hub Team Lead
Walk the Tiimely floor and you'll find Bridget leading her experienced 5-star team of Home Loan Specialists. Phone calls, emails, and live chat are a walk in the park for this leader.
With the number of customer interactions TIimely manage on a daily basis, you'd think there were multiples of Bridget, but somehow there's just the one. What a star. We catch up with Bridget to learn about her role as Tiimely's Customer Hub Team Lead.
Had you heard of Tiimely before?
A former colleague had moved into a role at Tiimely, which is how I learned about the company. Even before I applied for the role, I was interested in how Tiimely started up and what it was aiming to do. Using technology to streamline the home lending process seems like common sense, yet Tiimely has tackled this in such a unique way. It is refreshing to be a part of the process and see things in a different light.
Is Adelaide your hometown, and what do you enjoy about working in the city?
I moved here from Toowoomba, Queensland, a rural city about 1.5 hours west of Brisbane. Adelaide, although a much bigger city, has a very similar feel to Toowoomba. Everyone seems to know everyone else either directly or through a few degrees of separation. I love it here because, even though it’s a growing city, it never really feels like the metropolis is taking over.
What are your thoughts on Tiimely’s company values?
I love them. I have worked in a number of companies, both large and local and they all have values. At Tiimely, our values are so true to how we all are every day, both at work and outside of work, so they resonate with every part of my life. Our values ‘We make time to build bonds’ and ‘be human’ can be seen at any moment in the office, especially in our weekly business meetings. We all celebrate the wins, regardless of which department or team achieved them. It’s great to know that the support and encouragement will be reciprocated when it’s your own turn.
Can you explain your current role?
I currently work as a Customer Hub Team Lead in our operations team. The Customer Hub are the first point of contact for customers through email, chat or phone. I pride myself on being customer-centric, so in this role I can share my experience in the industry and my passion for providing amazing service with both our customers and team members. I am lucky to work with so many like-minded Home Loan Specialists, striving to provide the best experience with our own individual flair thrown in.
What was the most important lesson you learned from your previous role?
Passion for what you do and the business you work in is key as it can mean the difference between having a job and building a career. Whether it was during my years in banking and finance or my time as a travel agent, my most memorable and fulfilling days happened when I was able to share the experience and be part of the journey with the customer in front of me.
What do you find most rewarding about your role?
Our customers! I love helping people through the home buying journey, especially when they are new to the digital platform. It is such a change of process compared with the traditional lending appointment in a bank or with a broker. Customers are often learning as they go, and I am here to help support them through that journey. I also love seeing our technology grow and develop. From sharing ideas to participating in the development process, I learn something every day, growing my knowledge and opening me to more and more interests.
Tiimely’s office is quite open and airy. Does this differ from your previous workplaces, and do you prefer it?
It’s beautiful. The open space makes it feel like we are all part of the same team and working together, regardless of which department you’re in. I am as connected and accessible to my colleagues in Operations as I am with the developers, marketing team or a member of our leadership team. The big open kitchens and break rooms are great places to connect, especially when we have our shared lunches, or embrace your competitive side during one of our bake-offs!
How did you get started in your field?
After I graduated from university with my Bachelor of Arts (Psychology), I just couldn’t face any further study. I applied for a job with Commonwealth Bank in their Brisbane call centre as a temporary measure, where I discovered my passion for helping customers. I stayed with the Bank for 12 years, working through the branch networks in southwest Queensland. After a few years, where I followed my love of travel as a travel agent, I returned to finance where I continue to help both customers and now team members as a leader.
What are you reading or listening to right now?
Foo Fighters are never too far away on my playlist, I am currently on the look out for upcoming Australian artists. I like a rock or punk feel, so The Chats are a favourite right now, and Australian Hip Hop is usually high on the list. I’m always open to suggestions for new music!
How do you like your coffee?
Hot and frequent! My go-to is a cappuccino or a flat white and I enjoy them as often as I can.