Customer Experience Leader

1 day ago


Geelong, Victoria, Australia Contour Education Full time
About the Role

We are seeking a dedicated Customer Service Manager to lead exceptional service across our campuses.

As the primary liaison between the Victorian Campus Manager and Service Team Leaders, you will ensure clear and consistent communication, aligning team objectives with broader customer service goals and the organisation's mission.

You will represent the customer service team in management discussions, providing insights on performance and operational needs. Your role will involve overseeing daily workflows for Service Team Leaders, ensuring tasks are efficiently executed.

You will implement structured scheduling and task delegation to maintain high service standards, identify and resolve areas for improvement in the overall service delivery and operational processes.

Establish and monitor KPIs to ensure service excellence across all campuses, analyse customer service trends and feedback, implementing improvements where necessary.

Provide regular coaching and performance feedback to Service Team Leaders, fostering leadership development, develop training programs and professional development initiatives for continuous team growth.

Evaluate the effectiveness of current processes and implement improvements as needed, ensure Service Team Leaders have the necessary tools and resources to support their teams effectively.

Develop and implement customer service strategies that enhance satisfaction, retention, and overall experience.



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