Customer Support Consultant

Learning Links; Sydney; On-site; AUD 42,000 - 62,000; Part time

Benefits offered by this job

Above-award pay

Salary packaging up to $18,549

Career development and training

Supportive team culture

Meaningful community outcomes

Job summary

Learning Links is seeking a Part-time Customer Support Consultant based in Peakhurst to guide families from enquiry to assessment and therapy bookings. You’ll engage families by phone and email, provide guidance on services, and coordinate appointments within Salesforce CRM while achieving team KPIs.

This role requires strong communication, relationship-building, and a commercial mindset, with hours Mon, Tue, Thu, Fri 10am–6pm totaling 30.4 hours weekly.

Qualifications

• Experience in sales, customer service, call centre, intake, or appointment-based environments.
• Confidence managing a high volume of inbound and outbound calls.
• Proven ability to build rapport quickly and influence outcomes.
• Strong organisational skills and ability to manage competing priorities.
• Experience working towards KPIs, sales targets, and performance targets.
• Excellent communication and active listening skills.
• Confidence using CRM systems and Microsoft Office applications.

Responsibilities

• Manage a high volume of inbound and outbound calls, emails, and enquiries from families seeking support for their child.
• Build rapport and trust with families while identifying their needs and recommending assessments, therapies, and support services.
• Convert enquiries into bookings through consultative conversations while ensuring families feel supported and informed.
• Manage bookings, scheduling changes, payments and client records accurately within Salesforce CRM.
• Achieve individual and team KPIs relating to enquiry conversion, bookings, call quality, productivity, and service utilisation.
• Proactively manage waitlists, clinician availability, and appointment vacancies to maximise service delivery opportunities.
• Work closely with Program Managers and clinical teams to match families with the most appropriate services.
• Maintain accurate records and customer interactions within Salesforce CRM.
• Provide guidance regarding Learning Links services, funding pathways, NDIS options, and pricing structures.
• Identify opportunities to improve processes, customer experiences, and team performance.
• Contribute positively to a collaborative, high-performing team culture

Skills

Sales experience

Customer service

Call centre

Intake / bookings

KPIs & targets

CRM systems

Microsoft Office

Active listening

Tools

CRM systems

Microsoft Office

Job description

At Learning Links, we believe every child deserves the opportunity to learn, develop and thrive. We are committed to Diversity, Equity, Inclusion, and creating a genuine sense of belonging. Behind every successful outcome is a team of talented people dedicated to making a difference.

We're looking for a Customer Support Consultant who thrives in a fast-paced, target-driven environment and is passionate about helping families access the services their children need. This role combines customer engagement, relationship-building, consultative sales conversations, and service coordination to guide families from their initial enquiry through to assessment and therapy bookings.

This is Part-time position in Peakhurst office, working a total of 30.4 hours per week. The hours of this role are:

• Monday - 10am - 6pm
• Tuesday - 10am - 6pm
• Thursday - 10am - 6pm
• Friday - 10am - 6pm

As the first point of contact for many families, you'll play a critical role in understanding their needs, providing expert guidance on Learning Links services, and helping them navigate the next steps in their child's journey. Success in this role requires confidence on the phone, strong commercial awareness, and the ability to balance outstanding customer experiences with achieving team performance goals.

Reporting to the Senior Customer Support Consultant, this role forms part of our Intake Team and works closely with Customer Care, Program Managers, and Clinical teams.

Why Join Learning Links?

Joining Learning Links means becoming part of a collaborative, values-driven organisation dedicated to helping children and young people thrive.

Learning Links has over 50 years’ experience delivering evidence-based therapy, education, and support services that help children build the skills and confidence to learn, develop, and thrive. We work closely with families, schools, and professionals to create a community where difficulties learning are no longer a barrier to a fulfilling life.

At Learning Links, you’ll enjoy:

• Above-award pay + salary packaging up to $18,549
• Career development and ongoing training opportunities
• Supportive and collaborative team culture
• The opportunity to contribute to meaningful community outcomes

What Success Looks Like in This Role

Success in this role will be measured through customer outcomes, team performance, service utilisation, and contribution to organisational goals. In this role, you will:

• Manage a high volume of inbound and outbound calls, emails, and enquiries from families seeking support for their child.
• Build rapport and trust with families while identifying their needs and recommending appropriate assessments, therapies, and support services.
• Convert enquiries into bookings through consultative conversations while ensuring families feel supported and informed throughout the process.
• Manage bookings, scheduling changes, payments and client records accurately within Salesforce CRM.
• Achieve individual and team KPIs relating to enquiry conversion, bookings, call quality, productivity, and service utilisation.
• Proactively manage waitlists, clinician availability, and appointment vacancies to maximise service delivery opportunities.
• Work closely with Program Managers and clinical teams to match families with the most appropriate services.
• Maintain accurate records and customer interactions within Salesforce CRM.
• Provide guidance regarding Learning Links services, funding pathways, NDIS options, and pricing structures.
• Identify opportunities to improve processes, customer experiences, and team performance.
• Contribute positively to a collaborative, high-performing team culture

About You

You enjoy speaking with people, building relationships, and helping customers find solutions. You are confident managing conversations, working towards targets, and balancing customer needs with organisational priorities.

You will bring:

• Experience in sales, customer service, call centre, intake, or appointment-based environments.
• Confidence managing a high volume of inbound and outbound calls.
• A proven ability to build rapport quickly and influence positive outcomes.
• Strong organisational skills and the ability to manage competing priorities.
• Experience working towards individual or team KPIs, sales targets, and performance targets.
• Excellent communication and active listening skills.
• Confidence using CRM systems and Microsoft Office applications.
• A proactive, resilient, and positive approach to work.

You’ll Stand Out If You

• Have experience in allied health, healthcare, education, disability, or community services.
• Have worked in a contact centre, intake, bookings, sales, or lead conversion environment.
• Are comfortable discussing services, fees, funding options, and next steps with families.
• Have experience managing enquiry pipelines and achieving conversion targets.
• Enjoy working in a fast-paced environment where no two days are the same.
• Are passionate about helping children and families access the support they need.

Child Safety

Learning Links is a child-safe organisation committed to the safety and wellbeing of children and young people.

Successful applicants will be required to complete:

• Working with Children Check
• NDIS Worker Screening Check