Job Description
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Who We Are
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Contour was founded in **** by students who saw that the quality of your education was basically a lottery. Teachers stretched thin by the system, learning materials that wide-ranging from school to school, and support that stopped the moment you left the classroom.
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We began with 5 students in a room. Today 15,000+ students have trusted Contour as their academic partners, and we've grown to 500+ team members across 10 campuses in Australia. In **** we ranked #8 on the AFR Fast 100 of fastest-growing companies.
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We've produced hundreds of 99+ ATARs, tutored the world-record UCAT scorer, and placed 850+ students into medical and dental schools across Australia.
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Contour is made up of three brands:
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Contour Education
→ academic performance in high school
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Contour MedPrep
→ entry into medical and dental schools
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Contour TestPrep
→ entry into selective and scholarship schools
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Contour is built by students, for students.
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What You Will Do
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Campus Ownership:
Take full accountability for the success of the campus, ensuring it is consistently safe, well-organised, and ready to deliver an elite experience every day.
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Team Leadership & Development:
Lead, coach, and develop the campus Service Team to become high-performing operators who consistently deliver excellence.
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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.
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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.
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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.
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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.
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Tutor Enablement:
Build trusted relationships with tutors, ensuring their classroom environment, resources, and tech are always prepared and supported to the highest standard.
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Workflow & Process Improvement:
Identify gaps, inefficiencies, and opportunities for improvement, and embed solutions that elevate both campus efficiency and student experience.
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Standards & Quality Assurance:
Regularly audit campus operations, student experience touchpoints, and team performance to ensure uncompromising adherence to Contour standards.
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Campus Representation:
Act as the campus's champion within Contour, communicating insights, escalating campus-specific issues, and upholding brand standards.
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Crisis & Issue Management:
Lead confidently in moments of disruption, ensuring quick resolution while protecting the student experience.
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What You Will Bring
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Relevant Experience
– Prior customer service leadership experience (education, operations, retail, hospitality etc.)
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Team Leadership
– Guides, supports, and develops service team.
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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.
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Communication
– Clear, empathetic, and professional with students, families & team members.
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Operational Discipline
– Keeps systems, processes, and standards on track.
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Problem Solving
– Handles issues calmly and decisively.
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Continuous Improvement
– Always finding ways to work smarter and deliver better.
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Energy & Presence
– Brings positivity and sets the tone on campus.
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Accountability
– Owns outcomes and drives campus excellence.
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Long-Term Mindset
– Willing to grow with the team and brand.
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Student & Customer Focus
– Genuinely motivated to create positive experiences for students, parents, and staff.
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Why You Will Love It
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The opportunity to own your campus and deliver the Contour standards of excellence
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Autonomy and trust, your ideas and improvements will be heard and implemented
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Close collaboration with senior leaders in a non-corporate, high-impact environment
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Deeply meaningful work, supporting students and families through important moments
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Opportunity for career development to progress as the organisation grows
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Competitive salary ($85,000 AUD + super) plus flexibility, extra leave, EAP access, and lifestyle perks
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How To Apply
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If you're excited about shaping the next generation of high achievers, express your interest by applying now with your CV.
Application Process
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We will review submissions and reach out once new opportunities become available at your preferred campus.
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📌 Customer Service Manager - Expression Of Interest (Melbourne)
🏢 Contour Education
📍 Melbourne