Customer Resolution Specialist

G8 Education Ltd; Brisbane; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid working (3 days in office, 2 at

Brisbane CBD and Central Gold Coastoff

Discount on childcare fees

G8 Rewards Program

Career development opportunities

Job summary

G8 Education Ltd is seeking an experienced Family Support and Administration Specialist to join our national network of early learning centres. You will manage escalated customer complaints, investigate issues, and deliver practical solutions that restore trust and improve the family experience.

In this role you will work within our Family Support Team to support families through their childcare journey, coordinating with internal stakeholders and ensuring compliance with policies.

Qualifications

• 12 months’ experience in customer service, ideally in a contact centre or high-volume environment.
• Experience in complaints handling, dispute resolution or escalated customer issues is highly regarded.

Responsibilities

• Manage complex customer enquiries and escalated complaints with professionalism and a solutions-focused approach.
• Investigate customer concerns, identify root causes and pursue timely, effective resolutions.
• Build positive relationships with families, ensuring they feel heard and supported throughout the resolution process.
• Collaborate with internal teams and stakeholders to investigate issues and achieve positive outcomes for customers.
• Provide high-quality customer support in a busy, high-volume contact centre environment.
• Maintain accurate records of customer interactions, complaints and resolutions across multiple systems and databases.
• Escalate sensitive or complex matters to management with clear and accurate information.
• Support general administration activities related to family enquiries, enrolments and payments.
• Ensure all interactions and resolutions align with company policies, procedures and compliance requirements.

Skills

Customer service

Empathy

Problem solving

Communication

Stakeholder management

Complaint handling

De-escalation

Organisational skills

Attention to detail

Independent work

Tools

CRM systems

Databases

Job description

Nurturing the greatness in every child - and in you.

Join one of Australia’s Largest Leading Early Education Providers!

At G8 Education, we’re on a mission to shape the future! With 350 early education and care centres under 21 brands, our 7,000+ dedicated team members nurture over 40,000 children every day.

As an ASX listed growth company, we’re committed to empowering, rewarding, and supporting every team member – from our centre educators to our leadership and support team.

The Opportunity

We are looking for an experienced, empathetic and solutions-focused Family Support and Administration Specialist to join our Family Support Team (FST). Our Family Support Team plays a vital role in supporting families across our national network of early learning centres, ensuring they receive the care, guidance and assistance they need throughout their childcare journey. In this role, you will specialise in managing escalated customer complaints and resolving complex enquiries, taking ownership of challenging situations and working collaboratively with families and internal stakeholders to achieve positive outcomes. You will play an important role in identifying the root causes of complaints, navigating sensitive conversations and delivering practical solutions that restore trust and improve the overall family experience.

Key Responsibilities

• Manage complex customer enquiries and escalated complaints with professionalism, empathy and a solutions-focused approach.
• Investigate customer concerns, identify root causes and work towards timely and effective resolutions.
• Build positive relationships with families, ensuring they feel heard, supported and valued throughout the resolution process.
• Collaborate with internal teams and key stakeholders to investigate issues and achieve positive customer outcomes.
• Provide high-quality customer support in a busy, high-volume contact centre environment.
• Maintain accurate records of customer interactions, complaints and resolutions across multiple systems and databases.
• Escalate sensitive or complex matters to management when required, providing clear and accurate information.
• Support general administration activities relating to family enquiries, enrolments and payments.
• Ensure all interactions and resolutions align with company policies, procedures and relevant compliance requirements.

About You

We are looking for someone who brings a genuine passion for helping people, strong problem-solving skills and the confidence to manage challenging conversations with empathy and professionalism.

You will bring:

• A minimum of 12 months’ experience in customer service, ideally within a contact centre or high-volume customer support environment.
• Previous experience in complaints handling, dispute resolution or managing escalated customer issues will be highly regarded.
• Strong conflict resolution and de-escalation skills, with the ability to manage difficult conversations professionally.
• Excellent investigative and analytical skills, with a focus on identifying root causes and delivering practical solutions.
• Exceptional written and verbal communication skills, including the ability to communicate sensitive information clearly and confidently.
• Strong stakeholder management skills and the ability to collaborate across different teams to achieve effective outcomes.
• Excellent organisational skills, attention to detail and the ability to manage multiple priorities.
• Confidence in making sound decisions, taking ownership of issues and working independently.
• The ability to navigate multiple technology platforms and maintain accurate, confidential records.
• Hold a valid working with children check or willingness to obtain upon commencement.

Benefits at G8

• Competitive salary package
• Hybrid working conditions with 3 days in office and 2 from home.
• You have the option to choose out of our two state-of-the-art support offices. Located Brisbane CBD and Central Gold Coast.
• Career development opportunities as part of a large ASX-listed company
• Access a 50% discount on early education and childcare fees at any G8 Education Centre.
• Exclusive access to our G8 Rewards Program with benefits across more than 600 retailers, exclusive cash discounts and more!

Find out more here: G8 Education

United by purpose. Guided by values.

At G8 Education, we’re proud to celebrate, support, and inspire our 7,000+ team members as they make a lasting difference in the lives of children and their own.

Driven by our purpose “to nurture the greatness in every child to grow, thrive and learn” and guided by our values, we’re shaping bright futures for children, families, communities, and each other.

Our values:

Safety First & Always, Thriving Together, Owning the Outcome, Being the Difference, Building Bright Futures.

Our Recruitment Process

Our recruitment process includes police checks and verification of qualifications and right-to-work status.

G8 Education is a committed advocate for child protection, safety and wellbeing. We have a zero tolerance for any form of child abuse or harm. The safety and wellbeing of children will always be our priority, and all team members are expected to embrace this shared commitment.