Manager Customer Service

Bendigo Kangan Institute; City of Melbourne; Hybrid; AUD 132,000 - 162,000; Full time

Benefits offered by this job

Flexible work options

Free onsite parking

Fitness Passport

EAP and wellbeing initiatives

Meaningful work and social impact

Job summary

Bendigo Kangan Institute (BKI) invites applications for a newly created Manager Customer Service to shape frontline services across metro and regional campuses. Reporting to the Head of Customer Service, you will lead three Team Leaders and oversee customer and student enquiries, call centre and campus counter services.

You will drive a consistent service model, use data to optimise demand and resource allocation, ensure compliance and risk controls, and partner with Education Delivery to

Qualifications

• Experience leading multidisciplinary service teams in complex operations.
• Strong VET sector knowledge including RTO operations and compliance.
• Ability to manage complex workflows and peak demand across locations.
• Strategic and operational mindset translating plans into service delivery.
• Advanced leadership experience driving change, performance and continuous improvement.
• Strong analytical skills using data to improve performance and customer outcomes.
• Excellent stakeholder engagement and executive communication.

Responsibilities

• Lead integrated customer, student, teaching support and Foundations services across BKI.
• Set the service operating model, performance framework and frontline standards.
• Oversee enquiries and transactions across phone, counter, digital and self‑service channels.
• Use demand and performance data to guide resourcing and service improvement.
• Partner with Education Delivery and senior leaders to support teaching readiness and learner outcomes.
• Lead and develop three Team Leaders and their teams, fostering performance and inclusion.
• Maintain compliance, audit readiness and operational risk controls across service streams.
• Drive innovation and continuous improvement across customer and teaching services.

Skills

People leadership

Customer service leadership

Data analytics

Stakeholder engagement

Strategic planning

Change management

Continuous improvement

Executive communication

Education

Relevant qualification or equivalent experience

Job description

Location: Any Metro campus, with regular travel to all campus locations including Bendigo
Role Type: Full‑time, Ongoing | Hybrid
Salary: From $147,000 plus 12% superannuation

About us

At Bendigo Kangan Institute (BKI), we change lives through the power of education and skills. As a Victorian public TAFE and public sector entity, BKI brings together Bendigo TAFE, Kangan Institute, VETASSESS and eWorks to deliver future-ready skills, training, assessment and lifelong learning opportunities.

As a public sector education entity, BKI operates in a complex, regulated and purpose‑led environment, supporting learners, industry and communities across Victoria. This role will help shape the structures, ways of working and workforce foundations needed to deliver our ambitions in a complex, multi‑campus public vocational education environment.

The Opportunity

We’re looking for an experienced service leader to step into the newly created role of Manager Customer Service and shape how frontline services are delivered across BKI.

In this organisation‑wide role, you’ll lead and integrate the teams responsible for customer and student enquiries, call centre and campus counter services, teaching support, attendance services and Foundations operations. You’ll create a consistent, responsive service model across metro and regional campuses, with clear ownership from first contact through to resolution.

Reporting to the Head of Customer Service, you’ll lead three Team Leaders and work closely with Education Delivery and senior stakeholders to align services with teaching needs, manage operational and compliance risk and improve the experience of students and customers.

This is an opportunity for a strategic and hands‑on leader who enjoys bringing teams together, lifting performance and turning complex service environments into simpler, more connected experiences.

What You’ll Do

• Lead integrated customer, student, teaching support and Foundations services across BKI.
• Set the service operating model, performance framework and frontline standards.
• Oversee enquiries and transactions across phone, counter, digital and self‑service channels.
• Use demand and performance data to guide resourcing and service improvement.
• Partner with Education Delivery and senior leaders to support teaching readiness and learner outcomes.
• Lead and develop three Team Leaders and their teams, fostering performance and inclusion.
• Maintain compliance, audit readiness and operational risk controls across service streams.
• Drive innovation and continuous improvement across customer and teaching services.

What You’ll Bring

You’ll be an experienced people and service leader who can move confidently between strategy and day‑to‑day operations. You’ll bring sound judgement, a customer‑centred mindset and the ability to create clarity across complex, high‑volume services.

• Extensive experience leading multidisciplinary service teams in complex operational environments.
• Strong VET sector knowledge, including RTO operations, compliance and the student lifecycle.
• Ability to manage complex workflows, competing priorities and peak demand across teams and locations.
• Ability to work strategically and operationally, translating plans into consistent service delivery.
• Advanced leadership experience driving change, performance, capability and continuous improvement.
• Strong analytical skills, using data and insights to improve performance and customer outcomes.
• Highly developed stakeholder engagement, executive communication and collaborative problem‑solving skills.
• A relevant qualification or equivalent experience is desirable, with flexibility to travel across BKI campuses, including Bendigo.

We can offer you

• Flexible work options and attractive work‑life balance
• Free onsite parking at most campuses
• Fitness Passport access for you and your family
• EAP, health and wellbeing initiatives
• Meaningful work that drives positive social impact
• Career opportunities with one of Australia’s leading vocational education and training providers

The Essential Paperwork

• Working with Children Clearance (WWCC)
• Certified right to work documentation
• Certified copies of your qualifications and transcripts

Only applications from candidates with valid working rights will be considered. We are a child safe and equal opportunity employer, and the successful candidate will be required to hold a current Working with Children Check clearance.

We welcome and encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse people, LGBTIQA+ people and people of all ages.

Bendigo Kangan Institute acknowledges that our campuses are located on the ancestral lands of the Djaara people of Dja Dja Wurrung, Wurundjeri Peoples of the Kulin Nations, Yorta Yorta Nations and the Gunaikurnai people. The Institute respects their Elders past, present and emerging, their cultural heritage, and recognises their continuing connection to land, waters and culture.

Applications close: Wednesday 21 October 2026

Applications will be assessed as they come in – we may start interviews before the closing date.

NOTE: Bendigo Kangan Institute reserves the right to withdraw this position at any time.