Customer Operations Lead — Elevate Service

Stage School Australia; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Creative culture

Growth opportunities

Inclusive workplace

Wellbeing support

Job summary

Stage School Australia is seeking an experienced Customer Operations Lead to join our Head Office team in Moreland. You will oversee the day-to-day customer and administrative operations, lead reception, enrolments and admin support, and ensure consistent service standards during peak periods.

You will coach staff, manage escalations, document procedures and drive improvements across systems. This role suits a practical leader who thrives in a busy service environment and is passionate about

Qualifications

• Experience leading customer service or operations in a busy service environment.
• Experience supervising staff and prioritising competing work.
• Excellent written and verbal communication.
• Strong judgment in issue resolution and escalation.
• Experience with CRM, databases or ticketing/workflow systems.
• Experience documenting procedures and driving improvements.
• Digital capability and quick learning of new systems.
• Experience in education or performing arts is advantageous.
• Current Working with Children Check or equivalent clearance is required.

Responsibilities

• Lead daily work of enrolments coordinator, receptionists and admin assistant.
• Set priorities and plan coverage for phones, inboxes and reception.
• Coach team and support onboarding and training.
• Maintain service standards for phone, email and in-person.
• Coordinate escalations and document outcomes.
• Improve core procedures, scripts and templates.
• Plan seasonal workload and cross-department handovers.
• Monitor service volumes and data quality.
• Lead small operational improvement projects.

Skills

Leadership

Team supervision

Customer service

Communication

Escalation handling

Process documentation

Process improvement

Digital literacy

Arts education

WCC clearance

Tools

CRM software

Ticketing systems

Workflow management

Database systems

Job description

Stage School Australia is seeking an experienced Customer Operations Lead to join our Head Office team in Moreland. You will oversee the day-to-day customer and administrative operations, lead reception, enrolments and admin support, and ensure consistent service standards during peak periods.

You will coach staff, manage escalations, document procedures and drive improvements across systems. This role suits a practical leader who thrives in a busy service environment and is passionate about