CUSTOMER OPERATIONS LEAD

Stage School Australia is looking for an experienced and customer-focused Customer Operations Lead to join our Head Office team in Moreland!

We are seeking a confident and practical leader to oversee the day-to-day effectiveness of our customer and administration operations. This role leads the team responsible for reception, enrolment administration and general administrative support, while establishing consistent service standards, coordinating customer escalations and ensuring work is prioritised and completed accurately across seasonal peaks.

This is a fantastic opportunity for someone who enjoys leading people in a busy service environment, improving the way work gets done and creating exceptional experiences for families across our performing arts programs.

About the Role

• Lead, support and coordinate the daily work of the Enrolments Coordinator, Receptionists and Administration Assistant.
• Set priorities, allocate work, monitor capacity and plan coverage for phones, inboxes, reception and key workflows.
• Coach team members, coordinate onboarding and support recurring role training and development.
• Set and maintain clear standards for phone, email and in-person customer service.
• Coordinate complex enquiries and complaints, documenting outcomes and escalating matters appropriately.
• Document and improve core procedures, scripts, templates, service standards and escalation guides.
• Coordinate seasonal workload planning and cross-functional handovers with other departments.
• Monitor service volumes, backlog, response quality, data quality and delivery risks.
• Lead small operational improvement projects and support the implementation of new systems and workflows.

What We Are Looking For

• Demonstrated experience leading customer service, administration or operations in a busy service environment.
• Experience supervising staff, allocating work, coaching performance and managing competing priorities.
• Excellent written, verbal and interpersonal communication skills.
• Strong judgement in customer issue resolution and escalation management.
• Experience with CRM, database, ticketing or workflow systems.
• Experience documenting procedures and implementing service or process improvements.
• Strong digital capability and confidence learning and embedding new systems.
• Experience in education, performing arts, family services or a seasonal multi-site operation will be highly regarded.
• A current Working with Children Check and other role-relevant clearances required by the Company.

We would love for you to join our team and lead a positive, capable and consistent customer operations function that supports our students, families and wider community.

Dynamic Performing Arts Company

Stage School Australia is one of Australia's largest performing arts organisations, specialising in providing training for young people aged 4 to 18 years. With 40 years of legacy, 30 venues across Melbourne and Brisbane, over 6,000 students, and a faculty of 200+, Stage School Australia is the industry leader in its field.

Our programs include singing, dancing and acting classes, performance opportunities, workshops and events designed to inspire creativity and confidence in young people.

This role is primarily based at our Head Office in Moreland and forms an integral part of the team supporting the delivery of our programs across Victoria and Queensland.

Why Join Stage School Australia?

• Creative & Dynamic Environment: Be part of a team where your work makes a real difference to thousands of young performers and their families.
• Purpose-Driven Culture: Guided by our values of Excellence, Growth, Fun and Opportunity, we empower our staff to be inspired, supported and to thrive.
• Inclusive & Supportive Workplace: We embrace diversity, celebrate difference and create a professional environment where people can be themselves.
• Wellbeing Support: Access our confidential Employee Assistance Program whenever you need it.

Child Safety Commitment

All children who come to Stage School Australia have a right to feel and be safe. The welfare of the children in our care is always our first priority and we have a zero-tolerance approach to child abuse and neglect, and harm or risk of harm. We aim to create a child safe and child-friendly environment where children feel safe and have fun while enjoying learning the performing arts. All allegations and safety concerns will be treated very seriously and consistently with our policies and procedures.

We support and respect all children, as well as our staff and volunteers. We are committed to the cultural safety of Aboriginal children, the cultural safety of children from culturally and/or linguistically diverse backgrounds, and to providing a safe environment for children with a disability.

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