Our purpose is to make skills, education and employment accessible to every person, so they can create their own world of unbounded possibilities.

About The BUSY Group…

The BUSY Group is a not-for-profit organisation which presents 45 years experience as a community partner. With multiple business entities operating across 100+ locations Australia-wide and now in New Zealand and the United Kingdom, we offer an extensive range of employment services and programs, vocational training, apprenticeships, mentoring, NDIS, disability employment support, specialist schools and allied health services.

About the position...

Love creating amazing customer moments? Obsessed with solving problems before they even happen?

We’re on the lookout for a superstar Customer Experience Manager to head up our buzzing National Contact Centre and shape next-level customer vibes across The BUSY Group.

In this dynamic, people-first role, you’ll lead a passionate team of customer legends who help make every call, click, and chat unforgettable (in the best way). You'll use data, empathy, and a sprinkle of CX magic to map out journeys, improve touchpoints, and spark real change across our organisation.

What you'll be busy doing at BUSY:

• Lead and coach a high-energy contact centre team to success
• Champion customer-led thinking and experience design
• Dive into insights, trends, and feedback to level up journeys
• Partner with stakeholders to bring fresh, customer-first strategies to life
• Own the numbers—think CSAT, first contact resolution, and more
• Make tech your BFF with our CRM, telephony, and digital tools
• Drive change, inspire innovation, and leave your CX legacy

This role is permanent full time based out of our Southport Head Office.

BUSY Benefits…

• Competitive salary; Circa $120k + super
• Training and Professional development commitment
• Paid Parental Leave, Retail Discounts, Annual My BUSY Day
• Career progression and internal transfer opportunities
• BUSY Benefits program
• Employee Assistance Program
• Tools of the trade to support your individual role

About you...

• 5+ years’ experience leading a contact centre, ideally in a similar industry
• Proven experience leading and developing high-performing contact centre teams in fast-paced environments.
• Strong knowledge of customer journey mapping, design thinking, and CX best practices.
• Skilled in setting KPIs, analysing data, and driving continuous service improvements.
• Excellent communication and stakeholder management skills, with a customer-first mindset.
• Ability to obtain a Blue Card and National Police Check with no outcomes

Next steps...

This role will actively commence recruitment from the date of advertisement. The closing date of this ad is dependent on the appointment of the role.

The BUSY Group is an organisation that prioritises the safeguarding of children and all vulnerable people by actively adopting strategies that embed a culture of zero tolerance for abuse of any kind. The appointment of successful applicants will be subject to satisfactory employment screening including criminal history and relevant working with children checks.

The BUSY Group is committed to achieving a diverse workforce and strongly encourages applications from First Nations People, people from culturally diverse backgrounds and people with disabilities.