Family Support Consultant

Only About Children; St Leonards; Hybrid; AUD 60,000 - 80,000; Full time

Job summary

Only About Children’s St Leonards office is seeking a dedicated Family Support Consultant for a maternity leave contract. You will assist with enrolment, onboarding, bookings, billing and account enquiries, delivering a consistently high-quality service across the enrolment journey.

Based in a hybrid role with 3 days in the office and 2 days at home, you’ll collaborate with campuses and internal teams, work across Xplor, Home, Playground and HubSpot, and help identify improvements to the

Qualifications

• Strong customer service and administrative experience.
• Excellent written and verbal communication skills.
• Strong attention to detail and a high level of accuracy.
• Ability to manage competing priorities in a high-volume environment.
• Confident problem-solving and conflict resolution skills.
• Strong computer and systems skills, CRM experience advantageous.
• Ability to work collaboratively while taking initiative.
• Calm, professional and solutions-focused approach.
• Genuine commitment to delivering an exceptional family experience.

Responsibilities

• Provide professional and responsive support to families across their enrolment journey.
• Manage a range of enquiries through phone, tickets and other communication channels.
• Assist families with billing, CCS, account and booking enquiries.
• Ensure enrolment information and documentation is accurate and compliant.
• Support campuses and internal teams with family and enrolment requirements.
• Work across systems including Xplor, Home, Playground and HubSpot.
• Identify opportunities to improve the enrolment and onboarding experience.
• Work collaboratively with internal stakeholders to resolve queries and deliver positive outcomes.
• Contribute to training, process improvement and the ongoing success of the Family Support Team.

Skills

Customer service

Administrative experience

Communication skills

Attention to detail

Problem-solving

CRM experience

Team collaboration

Initiative

Tools

CRM systems

Job description

About This Role

Family Support Consultant - Only About Children (Maternity Leave Position)

About This Role

Family Support Consultant - Only About Children (Maternity Leave Position) Join Only About Children as a Family Support Consultant and play an important role in delivering an exceptional experience for families throughout their enrolment journey. As part of our Family Support Team, you will provide knowledgeable and timely support to new and existing families, assisting with enrolment, onboarding, bookings, billing and account enquiries. You will also work closely with our internal teams and campuses to ensure families receive a consistent, high-quality level of service. This is a full-time, fixed-term position based within our St Leonards support office in Sydney. We offer a hybrid work model with 3 contact days in office and 2 days working from home.

About The Role

In this role, you will:

• Provide professional and responsive support to families across their enrolment journey
• Manage a range of enquiries through phone, tickets and other communication channels
• Assist families with billing, CCS, account and booking enquiries
• Ensure enrolment information and documentation is accurate and compliant
• Support our campuses and internal teams with family and enrolment requirements
• Work across systems including Xplor, Home, Playground and HubSpot
• Identify opportunities to improve the enrolment and onboarding experience
• Work collaboratively with internal stakeholders to resolve queries and deliver positive outcomes
• Contribute to training, process improvement and the ongoing success of the Family Support Team

About You

We are looking for someone who has:

• Strong customer service and administrative experience
• Excellent written and verbal communication skills
• Strong attention to detail and a high level of accuracy
• The ability to manage competing priorities in a high-volume environment
• Confident problem-solving and conflict resolution skills
• Strong computer and systems skills, with CRM experience advantageous
• The ability to work collaboratively while also taking initiative
• A calm, professional and solutions-focused approach
• A genuine commitment to delivering an exceptional family experience

Experience in early childhood or health environments will be highly regarded.

Why join Only About Children?

This is an opportunity to join a collaborative support team where your work directly contributes to creating a positive experience for children and their families. You will have the opportunity to work across a broad range of enrolment and family support functions while contributing to continuous improvement across the business. If you are an experienced customer service professional who enjoys helping people, solving problems and working in a fast-paced environment, we would love to hear from you.

Child safety and inclusion

At Only About Children, child safety is at the centre of everything we do. We maintain a zero-tolerance approach to child abuse and harm, and we are committed to creating safe, nurturing and inclusive environments where every child has a voice, feels safe, and is valued and respected. Everyone who joins our team shares responsibility for upholding child safe practices, meeting regulatory requirements and supporting children's wellbeing. Successful candidates will be required to complete all relevant working with children, background and compliance checks. We welcome applications from people of all backgrounds who share our commitment to child safety, inclusion and high-quality early learning.