Role Overview
We are seeking an experienced leader to manage our inbound call centre, supporting families across multiple regions.
This role is perfect for someone who enjoys blending day-to-day team leadership with strategy, reporting and driving improvements across the family engagement journey.
* Manage a high-performing contact centre team handling family enquiries via phone, email and web platforms.
* Oversee the enrolment pipeline across multiple centres ensuring a smooth and positive family experience.
* Work closely with our Centre Directors and Area Managers to improve conversion rates and local outcomes.
* Develop team coaching programs and quality assurance frameworks to deliver high standards.
* Partner with the Head of Marketing to enhance reporting lead management and service benchmarks.
* Drive system and process improvements to deliver growth and operational efficiencies.