Head of Service Delivery

7 days ago


Melbourne, Victoria, Australia contoureducation Full time
About Us

Contour Education is a rapidly growing education company dedicated to delivering exceptional customer experiences to students. Our unique approach to education focuses on providing an ecosystem of tutoring, resources, and support that empowers students to achieve their potential.

Job Description

We're seeking a highly skilled and experienced Head of Service Delivery to join our team. In this role, you'll oversee the daily operations of our customer service team, ensuring seamless communication and alignment with organisational goals. You'll represent the team in management discussions, provide coaching and feedback, and develop strategies to enhance customer satisfaction and retention.

Responsibilities
  1. Act as the primary liaison between the Victorian Campus Manager and Service Team Leaders, ensuring clear and consistent communication.
  2. Align team objectives with broader customer service goals and the organisation's mission.
  3. Represent the customer service team in management discussions, providing insights on performance and operational needs.
  4. Oversee daily workflows for Service Team Leaders, ensuring tasks are efficiently executed.
  5. Implement structured scheduling and task delegation to maintain high service standards.
  6. Identify and resolve areas for improvement in the overall service delivery and operational processes.
  7. Establish and monitor KPIs to ensure service excellence across all campuses.
  8. Analyse customer service trends and feedback, implementing improvements where necessary.
  9. Provide regular coaching and performance feedback to Service Team Leaders, fostering leadership development.
  10. Develop training programs and professional development initiatives for continuous team growth.
  11. Ensure Service Team Leaders have the necessary tools and resources to support their teams effectively.
  12. Develop and implement customer service strategies that enhance satisfaction, retention, and overall experience.
Requirements

Skill Requirements

  • Honesty and Integrity
  • High Level of Empathy
  • Detail Oriented & Organised
  • Energy and Enthusiasm
  • Independence & Proactiveness
  • Willing to Listen, Learn & Grow

Experience Requirements

  • Completed the VCE and Performed Well
  • Bachelor's Degree (or higher) in Commerce/Business Management/Marketing/Operations (ideal)
  • 3+ Years Experience in Sales, and/or Customer Service/Management/Operations Experience (ideal)

Personal Requirements

  • Passionate and Engaged
  • Long-Term Mindset & Vision
  • Genuine Desire to Help Students & Parents
  • Full Academic Year Commitment
  • Ability to Commit to Hours
  • Travel to Our Campuses
  • Sign an NDA
  • Agree to a non-compete clause
  • Past VCE Graduate (we still accept applications from non-VCE graduates in exceptional circumstances)

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