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Customer Experience Director

2 weeks ago

Melbourne, Victoria, Australia contoureducation Full time

We are seeking a highly motivated and experienced professional to lead our customer service team at Contour Education. As a Customer Experience Director, you will be responsible for ensuring exceptional support is delivered across all campuses.

About the Role

You will:

  1. Act as the primary liaison between the Victorian Campus Manager and Service Team Leaders, fostering 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.

This role offers an exciting opportunity to contribute to the success of Contour Education and make a positive impact on the lives of our students.