Customer Service Manager - City of Whitehorse - Contour Education

    Contour Education
    Contour Education City of Whitehorse

    1 week ago

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    Description

    Creating positive experiences for students and their families is a core passion of Contour Education. As a dedicated Customer Service Manager, you will lead exceptional service across our campuses, acting as the vital link between the Victorian Campus Manager and Service Team Leaders.

    About Our Vision

    We empower students and their studies by providing an ecosystem of highly effective tutoring, resources, and support. Our weekly small-group tutoring sessions are presented by young and experienced tutors, teaching in a simple, intuitive, and engaging way.

    We supplement these sessions with weekly workshops, complimentary 1-on-1 support, and a learning portal with a comprehensive suite of resources and practice material to help students master their subjects.

    About the Role

    This role involves:

    1. Acting as the primary liaison between the Victorian Campus Manager and Service Team Leaders, ensuring clear and consistent communication.
    2. Aligning team objectives with broader customer service goals and the organisation's mission.
    3. Representing the customer service team in management discussions, providing insights on performance and operational needs.
    4. Overseeing daily workflows for Service Team Leaders, ensuring tasks are efficiently executed.
    5. Implementing structured scheduling and task delegation to maintain high service standards.
    6. Identifying and resolving areas for improvement in the overall service delivery and operational processes.
    7. Establishing and monitoring KPIs to ensure service excellence across all campuses.
    8. Analysing customer service trends and feedback, implementing improvements where necessary.
    9. Providing regular coaching and performance feedback to Service Team Leaders, fostering leadership development.
    10. Developing training programs and professional development initiatives for continuous team growth.
    11. Ensuring Service Team Leaders have the necessary tools and resources to support their teams effectively.
    12. Developing and implementing customer service strategies that enhance satisfaction, retention, and overall experience.

    Requirements

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

    Experience

    • 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)

    Benefits include above market rate compensation, personal mentorship, training, and feedback, creative freedom, and opportunities for career growth and long-term opportunities in a rapidly growing education company.

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