Customer Service Manager
2 months ago
Opportunity to work from home 2 days per week
- Be located in either Sydney or Melbourne
- Opportunity to make a real difference to the lives of International Students
This is an exciting opportunity for a Customer Service Manager to join Australia’s leading graduate employability specialist
Our client is looking for an experienced and motivated Customer Service Manager to lead the offshore student services team and their onshore reception team across all campuses.
This person will be responsible for ensuring that both the onshore and offshore team are providing exceptional customer service and are set up for success.
This is a newly created role and can be either based in Sydney or Melbourne.
**The Role**:
- Manage and lead both the onshore and offshore team
- Ensure that students feel supported from the team whilst on campus
- Monitor customer service performance and provide feedback for improvement
- Provide coaching and mentoring to ensure the team are equipped for success
- Build relationships and trust with the team and wider stakeholders
- Manage KPI’s and staff training for the outsourced student services team
- Ensure a smooth process for admissions via the outsourced team and support where needed
- Ensure that all processes from enrolment and admissions through to graduation are efficient and compliant.
- Experience managing customer service teams across multiple locations
- Prior experience leading student services teams in the education sector - advantageous
- Adaptable to various projects and deadlines
- Highly organised and able to work with competing priorities
- Ability to problem solve and take ownership of various tasks
- Strong compliance understanding
- Stakeholder management experience
**What’s in it for you?**
- Hybrid working - WFH 2 days per week
- Work with a growing company and supportive team
- Enjoy the benefits of social club with fun team events and nights out
- Be based in Sydney CBD or Melbourne CBD
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