Customer Experience Supervisor

About the Role

We’re looking for an experienced and people-focused Customer Experience Supervisor to lead our front-of-house (reception) and student support operations at our Melbourne campus. Lumify Group is Australia’s largest provider of IT Training in Australia and regularly host students on campus for classroom training.

We have a team of 10 Customer Experience Consultants based at each of our Campuses across Australia, New Zealand and the Philippines.

This role will manage the front desk and student experience duties for our Melbourne campus. In addition to leading the Melbourne campus experience, this role provides day-to-day leadership, coaching and operational oversight to a geographically dispersed Customer Experience Team across Australia, New Zealand and the Philippines.

This is a full-time, office-based role (Monday to Friday, 8am to 4pm). You will lead a small team responsible for delivering seamless on-campus experience, while ensuring high-quality administrative support across key business functions.

As a leader, you will set the standard for customer experience, operational efficiency, and team performance. This role suits someone who enjoys developing people, improving processes, and staying close to the detail.

Key Responsibilities

Lead, coach, and support the Customer Experience Team (CXT) to deliver a high standard of service to our students, and provide operational support to our scheduling teams.

Act as the escalation point for team issues and operational questions, driving a positive team culture and individual performance

Drive continuous improvement in systems, workflows, and customer experience

Lead and optimise front-of-house operations at our Melbourne campus, ensuring a welcoming and professional experience for students, clients, and visitors (in person and remotely)

Maintain campus standards across training rooms and hospitality areas, ensuring classroom readiness and smooth onsite logistics

Ensure accuracy and timeliness of administrative processes including data entry, record keeping, and month-end support

Collaborate with internal teams and stakeholders to resolve issues efficiently and enhance service delivery

About You
You’re a hands-on professional with experience across front-of-house/reception, customer service and administration. You enjoy leading by example, helping others succeed and hold high standards personally and for those around you. You bring structure, accountability, and a strong problem-solving mindset to everything you do.

Proven experience in team leadership, 2IC or senior coordination role

Background in administration, customer service, or operations

Experience overseeing reception or front-of-house functions

Strong organisational skills with the ability to manage competing priorities

Confident leading a team that is geographically dispersed

Proactive, solutions-focused, and comfortable taking ownership

Strong communication skills with the ability to influence and build relationships across teams

Working knowledge of Microsoft Office Suite; experience with Microsoft Dynamics is advantageous

Employee Benefits

$2,000 staff referral bonus

Employee Assistance Program (EAP)

Birthday &Volunteering leave every year

2 days study leave to attend courses or exams

Donation matching

Percipio membership: access to thousands of professional training courses

Free access to all training courses across Lumify’s group of companies

About Lumify Group

Lumify Group is the largest provider of IT training in Australasia, uniting trusted brands such as Lumify Work, Lumify Learn, Lumify People, Digital Skills, ENS International, and the Plain English Foundation.

We have been operating in the Australian market for 30 years and are passionate about empowering people and making learning accessible, engaging, and impactful.

Lumify Group is proudly B Corp certified, reflecting our commitment to balancing purpose and profit by meeting the highest standards of social and environmental performance, accountability, and transparency.

Proud winner of the Australian Business Awards – Employer of Choice (2023–current)