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Lead a service-driven team supporting schools nationwide, ensuring exceptional engagement and delivery of My Mind Check for student wellbeing.
- Salary Package: From $108,391 (HEW Level 7) including 17% employer's superannuation and annual leave loading
- Appointment Type: Full-time, Fixed-Term until 31 October 2025
- Location: Wallumattagal Campus, North Ryde
About the Role
We are seeking a proactive and experienced Customer Service Manager to lead the delivery of high-quality, responsive support to schools across Australia participating in the My Mind Check initiative – a national program supporting student mental health and wellbeing in educational settings.
In this pivotal role, you will oversee a high-performing customer service team, foster strong relationships with school leaders and other key stakeholders, and ensure the consistent provision of excellent service. You will play a vital role in capturing and analysing feedback from stakeholders, contributing to product development and refinement, and ensuring the service model evolves to meet schools' needs.
Please note: This is a fixed-term contract until 31 October 2025. Given the short duration, this role may suit applicants who:
• Are available for an immediate or quick start
• Are seeking project-based or interim leadership opportunities
• Value contributing to a high-impact national mental health initiative within a defined timeframe
About You
You are a dynamic leader with a passion for stakeholder engagement, team management, and customer service excellence. You bring strong interpersonal and communication skills, a deep understanding of the education sector, and proven experience leading successful teams in high-demand service environments. You're adaptable, analytical, and committed to improving mental health outcomes in school communities.
Key Responsibilities
• Lead and manage the customer service team supporting the My Mind Check tool
• Develop strong relationships with schools and education stakeholders
• Organise and deliver training, webinars, and ongoing engagement sessions
• Manage escalated enquiries and ensure timely resolution
• Gather, analyse, and communicate stakeholder feedback to drive service improvements
• Collaborate with internal teams on product updates and communication strategies
• Maintain accurate records, prepare stakeholder engagement reports, and ensure compliance with internal processes
• Ensure high service standards through quality assurance initiatives
About Us
The My Mind Check initiative is part of the Voluntary Mental Health Check Tool (VMHCT) project within the Faculty of Medicine, Health and Human Sciencesat Macquarie University. This digital tool helps schools support student mental health by providing timely insights and recommendations. The project engages extensively with students, educators, families, and experts to ensure that the tool meets the real needs of Australian school communities.
At Macquarie University, we aim to create a healthier, more resilient future for all. As part of this vision, the FMHHS combines innovative education, world-class research, and integrated clinical care to transform lives.
Macquarie is a university engaged with the real and often complex problems and opportunities that define our lives. Since our foundation in 1964, we have aspired to be a different type of university. Over the years, we have grown to become the centre of a vibrant local and global community. Connect with us today.
At Macquarie, we believe in You to the Power of Us — the strength of individuals working together to make a greater impact.
• Minimum 5 years' experience in a customer service leadership role
• Proven experience managing, motivating, and supporting a high-performing team
• Demonstrated ability to build strong relationships with school leaders and stakeholders
• Excellent verbal and written communication skills with the ability to convey information clearly and persuasively
• Strong analytical and problem-solving skills
• Experience working in cross-functional teams (e.g., communications & management, data analysis, product team, stakeholder engagement)
• Sound knowledge of the education sector and it's challenges
• Proficiency in O365 and Salesforce
• Strong time management and attention to detail
• Ability to work independently and adapt to changing priorities and stakeholder needs
Other Specific Role Requirements
• A satisfactory national police check
• Working with Children Check (please include clearance number in resume)
• Some flexibility in work hours may be required to meet operational needs
*** Note: Applicants must hold valid full working rights in Australia.
How to Apply
To be considered, please submit your application online, including a cover letter addressing the selection criteria and a current resume.
Specific Role inquiries: Hilary Tucker, Clinical Product Manager on hilary.tucker@mq.edu.au
Applications Close: Monday 7 July 2025 at 11:59 p.m. (AEST)
*** Applications will be reviewed as they are received, and we reserve the right to progress or decline an application prior to the application closing date. We also reserve the right to close the advertisement early if a sufficient number of qualified applicants is received.
Diversity and Inclusion
Innovation and ingenuity thrive at Macquarie University when diversity, equity and inclusion take centre stage. At the University, we embrace a culture where diversity of background, experience and perspective are fundamental to our success.
We do not discriminate on gender identity, age, culture, disability, sexuality, Indigeneity, family and caring responsibilities or religion. See our journey towards leadership in Equity, Diversity and Inclusion in Higher Education.
Flexible Work
At Macquarie, we believe by providing flexibility in when, where and how work is done, we can support our staff to manage their personal commitments, while optimising their work performance and contributions to the University. See how we lead in flexible work to enable an outcome focused and inclusive workplace. To learn more about our culture and hiring process, explore our Candidate Resource Hub.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service, Education, and Quality Assurance
* Industries
Higher Education
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