Job Description N Who We Are N At Contour, we’re reshaping education, one student at a time. N 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. N 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. N 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. N Contour is a group of three brands united by one goal: to give every student the best chance to achieve their full potential: N n 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. N 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. N 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. N n This is Contour.Built by students, for students. N n What You Will Do N n Campus Ownership: Take full accountability for the success of the campus, ensuring it is consistently protected, well-organised, and ready to deliver an elite experience every day. N Team Leadership & Development: Lead, coach,



and develop the campus Service Team to become high-performing operators who consistently deliver excellence. N Experience Stewardship: Safeguard the entire on-campus student and parent journey (from the very first trial, to the hundredth Contour class) ensuring every touchpoint feels seamless, supportive, and delightful. N Operational Excellence: Oversee all core campus processes (opening/closing, class readiness, reschedules, attendance, inventory, daily service operations across phone, email, and text) and ensure flawless execution through disciplined systems and standards. N Walk-In & Student Support Oversight: Ensure the team consistently provides clear, empathetic, and accurate support to walk-ins and students/parents before or after class, turning questions and doubts into moments of trust and confidence. N Trial Experience & Conversion: Oversee the trial experience end-to-end, from preparation and delivery of trial packs to ensuring every trial interaction (including on-the-spot bookings) is exceptional and maximises the likelihood of conversion. N Tutor Enablement: Build trusted relationships with tutors, ensuring their classroom environment, resources, and tech are always prepared and supported to the highest standard. N Workflow & Process Improvement: Identify gaps, inefficiencies, and opportunities for improvement, and embed solutions that elevate both campus efficiency and student experience. N Standards & Quality Assurance: Regularly audit campus operations, student experience touchpoints, and team performance to ensure uncompromising adherence to Contour standards. N Campus Representation: Act as the campus’s champion within Contour, communicating insights, escalating campus-specific issues,



and upholding brand standards. N Crisis & Issue Management: Lead confidently in moments of disruption, ensuring quick resolution while protecting the student experience. N n n What You Will Bring N n Relevant Experience – Prior customer service leadership experience (education, operations, retail, hospitality etc.) N Team Leadership – Guides, supports, and develops service team. N 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. N Communication – Clear, empathetic, and professional with students, families & team members. N Operational Discipline – Keeps systems, processes, and standards on track. N Problem Solving – Handles issues calmly and decisively. N Continuous Improvement – Always finding ways to work smarter and deliver better. N Energy & Presence – Brings positivity and sets the tone on campus. N Accountability – Owns outcomes and drives campus excellence. N Long-Term Mindset – Willing to grow with the team and brand. N Student & Customer Focus – Genuinely motivated to create positive experiences for students, parents, and staff. N n n Why You Will Love It N n The opportunity to own your campus and deliver the Contour standards of excellence N Autonomy and trust, your ideas and improvements will be heard and implemented N Close collaboration with senior leaders in a non-corporate, high-impact environment N Deeply meaningful work,supporting students and families through important moments N Opportunity for career development to progress as the organisation grows N Competitive salary ($85,000 AUD + super) plus flexibility, extra leave, EAP access, and lifestyle perks N n How To Apply N If you’re excited about shaping the next generation of high achievers, express your interest by applying now with your CV. Application Process N We will review submissions and reach out once new opportunities become available at your preferred campus. N

📌 Customer Service Manager - Expression Of Interest (Melbourne)
🏢 Contour Education
📍 Melbourne