Hybrid Customer Resolution Specialist – Family Support

G8 Education Ltd; Brisbane; Hybride; AUD 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Hybrid working (3 days in office, 2 at

Brisbane CBD and Central Gold Coastoff

Discount on childcare fees

G8 Rewards Program

Career development opportunities

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Empathy

Problem solving

Communication

Stakeholder management

Complaint handling

De-escalation

Organisational skills

Attention to detail

Independent work

Outils

CRM systems

Databases

Description du poste

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.