Hybrid: Family Support & Escalations Specialist

G8 Education Ltd; Brisbane; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work: 3 days in office, 2 from?

Discount on childcare fees

Rewards program access

Career development opportunities

Job summary

G8 Education Ltd is seeking a Family Support and Administration Specialist to manage escalated customer complaints and provide empathetic, practical solutions across our national network of centres. You will support families through enrolments, payments and enquiries, working with internal teams to restore trust and improve the family experience.

The role emphasises root-cause analysis, clear communication and maintaining confidential records, in a busy, high-volume centre environment with

Qualifications

• 12 months in customer service, ideally in a contact centre or high-volume support.
• Experience in complaints handling, dispute resolution or escalated issues is highly regarded.
• Strong conflict resolution and de-escalation skills for difficult conversations.
• Excellent investigative and analytical skills to identify root causes and solutions.
• Exceptional written and verbal communication, including handling sensitive information.

Responsibilities

• Manage complex customer enquiries and escalated complaints with empathy and a solutions-focused approach.
• Investigate concerns, identify root causes and pursue timely, effective resolutions.
• Build positive relationships with families and ensure they feel heard and supported.
• Collaborate with internal teams to investigate issues and achieve positive outcomes.
• Provide high-quality customer support in a busy, high-volume contact centre.
• Maintain accurate records of interactions, complaints and resolutions across systems.

Skills

Customer service

Complaints handling

Conflict resolution

Investigations

Communication

Stakeholder management

Organisational skills

Decision making

Multitasking

Tech platforms

Working with children check

Tools

CRM systems

Database systems

Job description

G8 Education Ltd is seeking a Family Support and Administration Specialist to manage escalated customer complaints and provide empathetic, practical solutions across our national network of centres. You will support families through enrolments, payments and enquiries, working with internal teams to restore trust and improve the family experience.

The role emphasises root-cause analysis, clear communication and maintaining confidential records, in a busy, high-volume centre environment with