Customer Service Manager - Bentleigh

Contour-Education; Melbourne; On-site; AUD 65,000 - 86,000; Full time

Benefits offered by this job

Extra leave

EAP access

Lifestyle perks

Job summary

Contour is seeking a Campus Leader (Customer Service Manager) for the Bentleigh campus, responsible for full ownership of operations and an elite student and parent experience. You will lead the campus experience team, uphold Contour standards, and drive improvements to ensure tutors excel and students thrive.

We value hands-on leadership on-site with a focus on service excellence, systems discipline, and continuous improvement to elevate the overall campus journey for families and staff.

Qualifications

• Prior customer service leadership experience in education, operations, or related fields.
• On-campus availability and willingness to be on-site full-time.
• Strong communication, problem solving, and continuous improvement mindset.
• Ability to lead a campus team and ensure operational discipline.

Responsibilities

• Own campus operations and ensure safety, organization, and elite student experience.
• Lead and develop the campus service team.
• Represent campus to maintain brand standards and resolve issues.
• Manage walk-in and student support, trial experience and conversions.

Skills

Customer service leadership

Team leadership

On-site presence

Communication

Tools

CRM systems

Job description

Be the ultimate custodian of the Contour Campus experience

We are looking for a superstar full time Campus Leader (Customer Service Manager) for our Bentleigh campus . At Contour our Campus Leaders hold full ownership of the assigned campus, ensuring it operates with uncompromising excellence across every dimension of student, parent, and tutor experience. You will lead and develop the campus experience team, safeguard operational discipline, and drive continuous improvement so that the campus is a model of “The Contour Standard.” This role is not only about managing day-to-day campus operations; it is about creating a living, breathing environment where students thrive, parents trust, and tutors excel.

Who We Are

At Contour, we’re reshaping education, one student at a time.

Born from the frustration of students who knew the system could be better, we set out to build what we once wished existed: tutoring that actually works. Not generic classes. Not recycled notes. Not overpriced, overcrowded rooms with an out-of-touch teacher who couldn’t relate. But a complete ecosystem of tutoring, resources, and support, meticulously designed to help every student reach their full potential.

Since 2020, over 15,000+ students have trusted Contour to guide their academic journey, and we’ve grown to over 500+ team members. We’ve produced hundreds of 99+ ATARs, tutored the World-Record UCAT scorer, and placed more students into medical school than any school in Australia.

Our growth is a testament to the simple philosophy: Put the student first, always. Everything we design, from our world-class tutor-training programs to our purpose-built campuses, exists to help students master content faster, perform with confidence, and even rekindle the joy of learning.

Contour is a group of three brands united by one goal: to give every student the best chance to achieve their full potential:

• Contour Education: Reshaping how students master their high school subjects with small-group tutoring, structured resources, and 1-on-1 support across Maths, Science, and English.
• Contour Medprep: Reshaping medical preparation with a proven, step-by-step pathway through the UCAT, interviews, and admissions, led by a team of 100+ medical students.
• Contour TestPrep: Reshaping test preparation, starting with the selective entry exam, through rigorous tutoring, mock exams, and data-driven feedback to give students a decisive advantage.

This is Contour. Built by students, for students.

What You Will Do

Leadership

• Campus Ownership - Full accountability for the campus being safe, well-organised, and elite-experience-ready every day.
• Team Leadership & Development - Lead, coach, and develop the Service Team into high-performing operators.
• Campus Representation - Champion the campus within Contour, escalating issues and upholding brand standards.
• Crisis & Issue Management - Lead confidently through disruption, resolving issues quickly while protecting the student experience.

Operations

• Operational Excellence - Oversee core campus processes (opening/closing, class readiness, reschedules, attendance, inventory, phone/email/text service) with disciplined, flawless execution.
• Tutor Enablement - Build trusted tutor relationships, keeping classrooms, resources, and tech fully prepared.

Experience

• Experience Stewardship - Safeguard the full student and parent journey, from first trial to the hundredth class, ensuring every touchpoint is seamless and delightful.
• Walk-In & Student Support Oversight - Ensure clear, empathetic, accurate support for walk-ins and students/parents, building trust and confidence.
• Trial Experience & Conversion - Own the trial experience end-to-end, from trial pack prep to delivery, maximising conversion.

Improvement

• Workflow & Process Improvement - Identify gaps and embed solutions that lift campus efficiency and student experience.
• Standards & Quality Assurance - Audit operations, experience touchpoints, and team performance for uncompromising adherence to Contour standards.

What You Will Bring

• Relevant Experience – Prior customer service leadership experience (education, operations, retail, hospitality etc.)
• Team Leadership – Guides, supports, and develops service team.
• On-Campus Commitment – Ready to be present on-site full-time, leading from the floor every day, with availability across weeknights and weekends when classes run.
• Communication – Clear, empathetic, and professional with students, families & team members.
• Operational Discipline – Keeps systems, processes, and standards on track.
• Problem Solving – Handles issues calmly and decisively.
• Continuous Improvement – Always finding ways to work smarter and deliver better.
• Energy & Presence – Brings positivity and sets the tone on campus.
• Accountability – Owns outcomes and drives campus excellence.
• Long-Term Mindset – Willing to grow with the team and brand.
• Student & Customer Focus – Genuinely motivated to create positive experiences for students, parents, and staff.

Why You Will Love It

• The opportunity to own your campus and deliver the Contour standards of excellence
• Autonomy and trust, your ideas and improvements will be heard and implemented
• Close collaboration with senior leaders in a non-corporate, high-impact environment
• Deeply meaningful work, supporting students and families through important moments
• Opportunity for career development to progress as the organisation grows
• Competitive salary of $75,000 AUD + super, plus extra leave, EAP access, and lifestyle perks