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Customer Service Lead

7 days ago

City of Whitehorse, Australia Contour Education Full time

About Contour Education

We empower students to achieve their personal goals by providing an ecosystem of highly effective tutoring, resources, and support. Our mission is to reshape education, starting with tutoring.

The Role

We're seeking a dedicated Service Operations Manager to lead exceptional service across our campuses. As the vital link between the Victorian Campus Manager and Service Team Leaders, you'll oversee daily operations, coach leaders, and ensure the team has the necessary tools and resources to deliver outstanding support.

Responsibilities

  • Align team objectives with broader customer service goals and the organisation's mission.
  • Represent the customer service team in management discussions, providing insights on performance and operational needs.
  • Oversee daily workflows for Service Team Leaders, ensuring tasks are efficiently executed.
  • Implement structured scheduling and task delegation to maintain high service standards.
  • Analyse customer service trends and feedback, implementing improvements where necessary.
  • Establish and monitor KPIs to ensure service excellence across all campuses.
  • Provide regular coaching and performance feedback to Service Team Leaders, fostering leadership development.

Requirements

  • A high level of empathy and honesty.
  • Detail-oriented and organised.
  • Energy and enthusiasm.
  • Independence and proactiveness.
  • Willing to listen, learn, and grow.

Preferred Qualifications

  • A completed VCE and performed well.
  • A Bachelor's Degree in Commerce/Business Management/Marketing/Operations (ideal).
  • 3+ years experience in sales and/or customer service/management/operations experience (ideal).

Benefits

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