Service Delivery Expert

6 days ago

City of Whitehorse, Australia beBeeCustomer Full time $60,000 - $80,000
Job Title

Customer Service Manager - Opportunity to Make a Real Impact

Are you passionate about creating positive experiences for students and their families? We are seeking a dedicated Customer Service Manager to lead exceptional service across our campuses. As the vital link between campus managers and service teams, you'll oversee daily operations, coach leaders, and ensure teams have the resources to deliver outstanding support.

What You Will Do
  1. Act as the primary liaison between campus managers and service teams, ensuring clear and consistent communication.
  2. Align team objectives with broader customer service goals and organisational 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 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.

If you're detail-oriented, organised, and excited to contribute to our mission, this role is an opportunity for you to make a difference.

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 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
Benefits
  • Above market rate compensation
  • Significant improvement in public speaking, team, and leadership skills (and you get paid for it)
  • Personalised mentorship, training and feedback to improve your customer service and communication skills
  • Creative freedom in a fun start-up environment
  • Satisfying and fulfilling work that ultimately helps students thrive and succeed
  • Opportunities for career growth and long-term opportunities in a rapidly growing education company

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