Family Support & Complaints Specialist

G8 Education Ltd; Brisbane; Hybrid; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Hybrid work model (3 days in office)

Staff childcare discount (50%)

Career development opportunities

Rewards program access

Competitive salary

Job summary

G8 Education Ltd is seeking a Family Support and Administration Specialist to join our national team. You will handle escalated customer enquiries and complex complaints, provide practical solutions, and support enrolments and payments across multiple centres.

We value empathy, strong communication, and collaboration with internal stakeholders. You will work within a busy contact centre environment, maintaining confidential records and aligning with company policies and compliance requirements.

Qualifications

• 12+ months in customer service or contact centre environment.
• Experience in complaints handling or dispute resolution is highly regarded.
• Strong written and verbal communication skills across multiple channels.
• Ability to navigate multiple systems and maintain accurate records.

Responsibilities

• Manage escalated customer enquiries and complaints with empathy and professionalism.
• Investigate concerns, identify root causes, and provide timely resolutions.
• Build relationships with families and coordinate with internal teams to resolve issues.
• Maintain accurate records of interactions and outcomes across databases.
• Support administration relating to family inquiries, enrolments and payments.

Skills

Customer service

Complaint handling

Empathy

Communication

Stakeholder management

Organisational skills

Problem solving

Independent work

Technology proficiency

Tools

CRM systems

Data entry software

Job description

G8 Education Ltd is seeking a Family Support and Administration Specialist to join our national team. You will handle escalated customer enquiries and complex complaints, provide practical solutions, and support enrolments and payments across multiple centres.

We value empathy, strong communication, and collaboration with internal stakeholders. You will work within a busy contact centre environment, maintaining confidential records and aligning with company policies and compliance requirements.