Customer Care Representative – Children's Programs - Hybrid

The Y Victoria; Melbourne; Hybrid; AUD 38,000 - 55,000; Full time

Benefits offered by this job

Gym & pool access

Virtual Y access

Health insurance savings

Cinema discounts

Workplace banking benefits

Job summary

The Y Victoria is seeking a Customer Care Representative for Children’s Programs. You will support families and staff across Early Learning Centres, Outside School Hours Care, and School Holiday Programs, handling inquiries via phone, email, live chat, and tickets with empathy and accuracy.

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

Responsibilities

• 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
• 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

Job description

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

Admin & Enrolments

• 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.

Benefits

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.