Description/n

/n Come shape the future of education with us. /n At Compass, we’re on a mission to transform the school day for everyone - from staff and students to families and administrators. We build smart, seamless technology that empowers schools to focus on what really matters: learning, growing and thriving. /n Thousands of schools rely on Compass every day to run their operations. When they need help, our Contact Centre is the front line and the experience we deliver matters. /n We’re looking for Customer Support Officers to join our Contact Centre team and help schools get the most out of the Compass platform. /n About the Role & Team /n Reporting to one of our Contact Centre Team Leaders, the Customer Support Officer provides comprehensive support to schools using Compass across multiple jurisdictions. /n You’ll assist schools through phone, live chat and email, helping them resolve issues, understand the platform and get the most value from Compass . /n This is a role for someone who enjoys helping people, solving problems and working in a fast-paced setting where customer experience is everything. /n What you'll do: /n /n

- Deliver excellent customer support by responding to enquiries across phone, email and live chat, helping schools find the right solutions quickly and clearly.

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- Resolve issues first time where possible, taking the time to understand each customer’s needs and following up promptly when further investigation is required.

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- Work collaboratively with your team and other departments to deliver the best outcomes for customers.

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- Stay curious and keep learning,



building your knowledge of the Compass platform and updates so you can confidently support schools.

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- Contribute to a positive team culture by celebrating wins, supporting colleagues and actively participating in training and development opportunities.

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- Capture and share customer feedback so it can be used to improve products, services and support processes.

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- Meet service standards and performance targets, including response times, quality scores and customer satisfaction metrics.

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- Maintain accurate records in internal systems to ensure customer interactions and follow-ups are well documented.

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- Identify risks or recurring issues early and escalate them appropriately to your Team Leader.

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Requirements/n

/n About You /n You’re someone who enjoys helping people, stays calm under pressure and takes pride in delivering high-quality customer service. /n You also bring: /n /n

- 2+ years’ experience in customer/member service roles within a contact centre or similar support environment.

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- Strong communication skills and the ability to build positive relationships with customers.

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- Confidence solving problems and investigating issues to find the right solution.

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- A proactive approach to learning new systems and product features.

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- The ability to manage multiple enquiries and prioritise tasks in a fast-paced workplace.

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- A team-focused mindset with a strong commitment to customer outcomes.

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- Flexibility to work a rotational roster between the hours of 7am to 8pm AEST.

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Benefits/n

/n What’s in it for you? /n You’ll join a purpose-driven company at a genuinely exciting stage of growth, with the opportunity to directly influence the performance of our support function. /n What we offer: /n /n

- Learning and development opportunities, including a dedicated PD budget.

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- 24/7 access to our Employee Assistance Program (EAP), including face-to-face, phone and live chat support.

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- A parental leave program for both primary and secondary carers.

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- A supportive, inclusive culture where your voice is valued and heard.

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- The environment to grow alongside a fast-moving, ambitious organisation.

/n /n Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees. /n Prior to commencing employment, you’ll need: /n /n

- A valid Employee Working With Children Check

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- A satisfactory National Police Check

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- Verification of unrestricted work rights in Australia (e.g. citizenship, passport or birth certificate)

/n /n Ready to make a difference? /n If you enjoy solving problems, helping people and working in a supportive, quick-paced team, we’d love to hear from you. /n Apply now and help us build the foundations that empower schools to focus on what matters most: teaching and learning. /n Find out more about Compass on our website - https://www.compass.education/.

📌 Customer Support Officer (Melbourne)
🏢 Compass Education
📍 Melbourne