Customer Service Lead - School Programs & Aquatics (PT)

Independentschools; City of Melbourne; On-site; AUD 39,000 - 52,000; Part time

Benefits offered by this job

Professional growth funding

Competitive remuneration

Onsite gym and facilities access

Employee Assistance Program (EAP)

Onsite staff parking

Collaborative team environment

Job summary

Camberwell Grammar School is seeking an experienced Customer Service Team Leader to guide the frontline teams across Aquatics and Community Programs. You will manage enrolments, resolve escalated inquiries, and uphold high standards of customer care in a busy school environment.

This part-time (0.58 FTE) role focuses on delivering a welcoming experience, staff leadership, and continuous improvement of processes and communications to support program growth and community engagement.

Qualifications

• Experience leading or supervising a customer service, reception or frontline team.
• Exceptional customer service, interpersonal and written communication skills.
• Strong administrative, organisational and time management skills with attention to detail.
• Experience using helpdesk ticketing, customer management or facility management systems; Jira and Envibe is highly regarded.
• Experience monitoring customer service performance and using KPIs to improve outcomes.
• Experience with point-of-sale systems, cash handling and financial reconciliation.
• Experience supporting marketing, digital communications or social media activities.
• Strong computer skills including Microsoft Office.
• Willingness to learn and thrive in a busy, team-oriented environment.
• Understanding of OH&S, child safety and safe facility operations.

Responsibilities

• Lead and support frontline Customer Service, Administration and Marketing teams.
• Oversee frontline operations and enrolments to ensure a welcoming, responsive experience.
• Manage escalated enquiries and feedback with professionalism and diplomacy.
• Oversee systems and processes supporting the delivery of programs, monitoring enquiries and retention.
• Identify opportunities to improve class occupancy and coordinate marketing and customer communications.
• Create a friendly, professional and customer-focused environment for students, families and the community.

Skills

Frontline leadership

Customer service

Communication

Administrative skills

Helpdesk systems

Jira

Envibe

KPIs

POS & cash handling

Marketing support

Microsoft Office

OH&S

Child safety

Education

First Aid Level 2

CPR

Pool Lifeguard Award

Working with Children Check

National Crime Check

AUSTSWIM or equivalent (desirable)

Tools

Jira

Envibe

Job description

Camberwell Grammar School is seeking an experienced Customer Service Team Leader to guide the frontline teams across Aquatics and Community Programs. You will manage enrolments, resolve escalated inquiries, and uphold high standards of customer care in a busy school environment.

This part-time (0.58 FTE) role focuses on delivering a welcoming experience, staff leadership, and continuous improvement of processes and communications to support program growth and community engagement.