Customer Service Team Leader

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

ABOUT US

Camberwell Grammar School is an independent Anglican day school for boys from Pre-Preparatory to Year 12. We aim to give every student in our care the very best education in order to prepare them for life beyond school. We are a learning community, which encourages staff, students, past students and parents to involve themselves fully in all aspects of school life and to identify themselves with its values: Learning, Respect, Integrity, Courage and Optimism. We are proud of the warm spirit and sense of community that characterises our school family.

Our school campus is located in the leafy inner east suburb of Canterbury, on land originally inhabited by the Wurundjeri People of the Kulin Nation, and blends period architecture with exciting contemporary design and state-of-the-art facilities.

ABOUT THE ROLE

We are seeking an experienced and customer focusedCustomer Service Team Leaderto lead the frontline customer experience across Camberwell Grammar School’s Aquatics and Community Programs.

Working closely with the Aquatics Manager, you will lead and support our casual Customer Service, Administration and Marketing teams, oversee frontline operations and enrolments, and ensure our customers receive a consistently welcoming, responsive and high quality experience.

You will take ownership of customer service standards, manage escalated enquiries and feedback, and oversee the systems, processes and administration that support the smooth delivery of our programs. You will also contribute to program growth by monitoring enquiries, enrolments and retention, identifying opportunities to improve class occupancy, and coordinating marketing and customer communications.

This is a hands on role suited to someone who enjoys working with people, improving systems and processes, and making a genuine difference to the customer experience. You will play an important role in creating a friendly, professional and customer focused environment for students, families, program participants and the wider community.

This is apart-time (0.58 FTE), year-round position, working throughout the school terms and school holiday periods.

The role is 22 hours per week, primarily afternoons, with the hours as follows:

• Tuesday – Friday:2.00 pm – 6.30 pm
• Saturday:7.45 am – 11.45 am

The final working arrangement will be discussed and agreed with the successful candidate.

ABOUT YOU

You are an experienced customer service professional and people leader who takes pride in delivering exceptional service and creating positive experiences for customers and colleagues.

You are confident leading a frontline team, setting clear expectations and supporting staff to achieve high standards. You are organised, detail-oriented and comfortable managing competing priorities in a busy environment.

You bring a practical, solutions focused approach and are confident managing customer enquiries, complaints and escalated matters with professionalism and diplomacy. You enjoy identifying ways to improve systems, processes and service delivery and are comfortable working with data and performance measures to achieve better outcomes.

You will have strong digital and administrative skills, together with excellent communication and interpersonal skills. You are approachable, calm under pressure and willing to be hands on, with a genuine commitment to creating a welcoming and customer focused environment.

Knowledge & skills

• Demonstrated 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 exceptional attention to detail.
• Experience using helpdesk ticketing, customer management or facility management systems; experience with Jira and Envibe will be highly regarded.
• Experience monitoring customer service performance and using KPIs to improve team and service 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.
• A strong work ethic, positive attitude and willingness to learn.
• The ability to work effectively in a busy, team-oriented environment.
• A sound understanding of OH&S, child safety, emergency procedures and safe facility operations.

Qualifications

• Level 2 First Aid and CPR qualification
• Pool Lifeguard Award
• Working with Children Check
• National Crime Check
• AUSTSWIM or an industry recognised equivalent qualification (desirable)

WHY JOIN CAMBERWELL GRAMMAR SCHOOL?

At Camberwell Grammar School we have a vision of learning which encompasses all aspects of life – not just the intellectual, but also the social, cultural, physical and spiritual. Our programs are deliberately structured to educate the whole student – not just the mind. We hope to educate committed citizens of the future, interested and passionate about the problems facing our world and with the skills necessary to do something about them.

You will play a pivotal role in this vision.

BENEFITS OF WORKING AT CAMBERWELL GRAMMAR

• Genuine support and dedicated funding for continuous professional growth and learning opportunities
• Competitive remuneration and flexible salary packaging options
• Access to exceptional campus health and sports facilities, including an onsite gym, 50m swimming pool, and subsidised wellbeing classes
• Proactive staff wellbeing initiatives and confidential support through our Employee Assistance Program (EAP) for you and your family
• A structured, thoughtful onboarding process designed to welcome you warmly into the fabric of our school
• Dedicated onsite staff parking on our beautiful campus
• A welcoming, innovative, and deeply collaborative team environment
• The opportunity to contribute to a genuinely sustainable campus community

Applications close: Sunday 27 September 2026 at 11.00pm.

Child Safety Commitment Statement

Camberwell Grammar School is unwavering in its commitment to the safety and wellbeing of all children and young people in its care. We are dedicated to creating a secure, inclusive, and respectful environment where every student feels valued, respected, and empowered to thrive.

Child Safety and Wellbeing Responsibilities

This role involves active participation in maintaining and promoting child safety and wellbeing across all aspects of school life. Your duties and responsibilities include:

Ensuring Safety:

• Actively identify, assess, and mitigate risks to child safety within the school environment, both physical and digital.
• Implement the school’s child safety policies and practices to safeguard students from harm.

Fostering Wellbeing:

• Create a positive and inclusive environment that supports the emotional, social, and academic needs of all students.
• Work collaboratively with students, families, and colleagues to promote a culture of respect, inclusion, and safety.

Responding to Concerns:

• Monitor and report any concerns or incidents regarding child safety to the school’s Child Safety Officer or designated authority.
• Maintain accurate and confidential records of all child safety concerns or incidents.

Engaging with Diverse Needs:

• Support children from a variety of cultural, linguistic, and socioeconomic backgrounds.
• Demonstrate an understanding of and commitment to meeting the unique needs of students with disabilities or other specific challenges.

Modelling Ethical Conduct:

• Exhibit professional behaviour that aligns with the school’s values and child safety standards.
• Lead by example to foster a culture of trust, respect, and accountability.

Camberwell Grammar School invites candidates who share our commitment to child safety and wellbeing to contribute to our community and help every student reach their full potential.