Customer Support Coordinator, Learning for Life

The Smith Family; City of Brisbane; On-site; AUD 56,000 - 72,000; Full time

Benefits offered by this job

Flexible work options

Salary packaging

Discounts with retailers

Job summary

The Smith Family is a national charity focused on helping Australian children and families overcome educational inequality. We seek a Customer Support Coordinator to join the Learning for Life Contact Centre and deliver high-quality service across multiple channels.

Reporting to the Team Leader, you will manage inquiries, support volunteers, and maintain accurate data entry while contributing to initiatives to improve the customer experience. The role offers hybrid working arrangements.

Qualifications

• Proven customer service experience, preferably in a contact-centre setting.
• Strong written and verbal communication skills.
• Caring and respectful approach with diverse backgrounds.
• Self-motivated, proactive, reliable and able to work independently or in a team.
• High attention to detail with good computer/database skills.
• Flexible, resilient and professional during change.

Responsibilities

• Provide excellent customer service to Learning for Life families via phone, chat, email and web tickets.
• Handle both incoming enquiries and proactive outbound support.
• Assist volunteers and team members as needed.
• Complete accurate data entry and reporting for all interactions.
• Record family feedback to help improve their experience.

Skills

Customer service

Written & verbal communication

Diversity & inclusion awareness

Attention to detail

Teamwork

Tools

CRM software

Job description

Customer Support Coordinator, Learning for Life

The Smith Family is a national children’s education charity that works with children and young people to overcome educational inequality caused by poverty - so they can thrive now and into their futures.

• Help young Australians to improve their long-term educational outcomes


• Flexible work arrangements to give you more balance, including hybrid working

About the role

We are seeking a Customer Service Coordinator to join our Learning for Life Contact Centre. Reporting to the Learning for Life Contact Centre Team Leader and working alongside dedicated, energised, and passionate team members, you will:

• Provide great customer service to Learning for Life families through phone, chat, email, and web tickets


• Handle both incoming enquiries and proactive outbound support


• Assist volunteers and team members as needed


• Complete accurate data entry and reporting for all customer interactions


• Record feedback from families to help improve their experience

About you

As well as passion for community, you will bring the following:

• Proven customer service experience, preferably in a contact‑centre environment, with strong written and verbal communication skills


• A caring and respectful approach when supporting people from diverse backgrounds, including low SES, ESL and low‑literacy groups


• Self‑motivated, proactive and reliable, with the ability to work independently and as part of a team


• High attention to detail and accuracy, supported by confident computer and database skills


• The ability to remain flexible, resilient and professional during times of change


• A commitment to ongoing learning and development, building skills and sharing knowledge with the team

Employees are at the centre of The Smith Family's values and operations. By joining our team, you can expect to:

• Find balance; with flexible work options and opportunities to purchase additional annual leave


• Maximise your take home pay; with salary packaging, as well as opportunities to save with discounts at retailers across the country


• Fulfill your potential, with excellent career opportunities, a suite of development programs and a dedicated learning and development platform


• Feel you belong; with inclusive leave options, including paid parental, cultural and gender affirmation leave


• Thrive; with support for you and your family's mental and physical health including a complete care and safety platform, unlimited Employee Assistance and access to a huge range of fitness facilities with Fitness Passport

Closing date: Sunday 18 Ocotober 2026 (advert may close earlier if a suitable candidate is successful)

Due to the nature of this role, the successful candidate must be prepared to undertake a National Police Check and a Working with Children's Check. We are an equal opportunity employer and are committed to principles of cultural diversity. Applications from people of Aboriginal and Torres Strait Islander descent are encouraged.