Customer Care Representative – Children's Programs

The Y Australia; Melbourne; Híbrido; AUD 38.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Gym and pool access

Staff benefits

Descripción de la vacante

YMCA Victoria is seeking a Customer Care Representative – Children’s Programs to support families and staff across Early Learning Centres, Outside School Hours Care, and School Holiday Programs.

You will handle high-volume enquiries via phone, email, live chat, and tickets, while ensuring billing accuracy and managing direct debits to maximise income with empathetic service. Hybrid work; $33.87/hour plus staff benefits.

Formación

• Experience in customer service across multiple channels (phone, email, live chat, tickets).
• Experience handling direct debit processes and billing tasks.
• Ability to manage data accuracy and meet KPIs.

Responsabilidades

• Handle enquiries across phone, email, chat, and tickets.
• Support families with CCS, bookings, cancellations, and statements.
• Log, manage, and elevate customer interactions.
• Run and reconcile fortnightly direct debits.
• Follow up dishonours and update payment details.
• Proactively reduce rejections through data checks and contact.
• Maintain accurate customer and lead records.
• Complete recurring admin tasks to meet KPIs and deadlines.

Conocimientos

Customer service

Multi-channel comms

Data entry

Descripción del empleo

Customer Care Representative – Children's Programs

Flexible working arrangements working both from home and currently one day in our Box Hill state office (Wednesday).

Our Vision is a better tomorrow where all people can belong. With over 5,000staff and volunteers, we deliver services at more than 150 locations every day, including: Children's Programs, Action Sports, Camps, Recreation and Youth Services.

About the Role

The Customer Care Representative – Children’s Programs supports families and staff across YMCA Victoria’s Early Learning Centres, Outside School Hours Care, and School Holiday Programs. You’ll manage a high volume of enquiries via phone, email, live chat, and ticketing, providing timely, accurate, and empathetic support.

A key focus is managing direct debit processes—monitoring dishonours, recovering missed payments, and maintaining financial accuracy to support families and maximise income.

Key Responsibilities

Customer Service

• Handle enquiries across phone, email, chat, and tickets
• Support families with CCS, bookings, cancellations, and statements
• Build strong relationships with centres and internal teams
• Log, manage, and elevate customer interactions
• Conduct retention conversations with families wishing to cancel

Debits & Debt Management

• Run and reconcile fortnightly direct debits
• Follow up dishonours and update payment details
• Proactively reduce rejections through data checks and contact
• Ensure billing accuracy and support debt reporting
• Guide families through enrolments and booking steps
• Maintain accurate customer and lead records
• Track leads, follow-ups, and family feedback
• Complete recurring admin tasks to meet KPIs and deadlines

Flexible working arrangements working both from home and currently one day in our Box Hill state office (Wednesday). The hourly rate of this position is $33.87 + Y staff benefits including free access to gyms and pools across the state.

At the Y Victoria we value our people. Working for us means you’ll enjoy great work/life balance and a range of benefits which improve your wellbeing and help you develop as an individual, such as:

• Flexible working and rostering arrangements
• Opportunities for career development and growth
• Free access to gyms, recreation, and aquatics centres across the state
• Free access to the Virtual Y – online health and wellness
• Savings on health insurance, discounted cinema tickets & access to workplace banking benefits.

Commitment to Child and Young People Safety

YMCA Victoria (the Y) has robust policies and practices to prevent harm to children and young people. The Y is committed to identifying and removing potential risks and hazards. All positions are subject to a satisfactory Police Check, Working with Children Check and a pre-employment medical declaration prior to commencement.

Y Victoria is an equal opportunity employer committed to diversity and social inclusion. We warmly welcome applications from individuals of all backgrounds.

Y Victoria are proud to be a 2026 Circle Back Initiative Employer, we commit to respond to every applicant.