National Family Support Team Manager

G8 Education Ltd; Queensland; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Competitive salary package

Hybrid working conditions

Career development opportunities

50% discount on childcare fees

Access to a rewards program

G8 Rewards program access

Job summary

A leading childcare organization is seeking a National Family Support Team Manager to oversee operations and lead a team in delivering exceptional customer support during the enrolment process. This role requires at least 4 years of experience in a contact center leadership position and the ability to manage multiple priorities effectively. The successful candidate will play a pivotal role in ensuring a seamless transition for families into the centers, while fostering a culture of excellence and collaboration within the team. Hybrid work is available, with options in Brisbane or the Gold Coast.

Qualifications

• At least 4 years of experience in a Contact Centre leadership role.
• Ability to analyze and conduct diagnostic analysis.
• Experience in multi-site organizations.
• Strong analytical skills and ability to translate data into action.
• CRM experience is essential for centre operations.

Responsibilities

• Provide national leadership to Family Support Team Agents.
• Own performance and optimization of call center systems.
• Build strong partnerships with Centres for enrolment success.
• Embed a sales-minded approach grounded in care and trust to improve conversions.
• Deliver executive-level reporting on productivity, quality, and conversion metrics.

Skills

Contact Centre leadership experience

Proactive monitoring and analysis

Proficiency in call center technology platforms

Stakeholder management

Exceptional communication skills

Time management and organization

Ability to work independently

Decision-Making

Education

Valid working with children check or willingness to obtain

Tools

AWS Connect

CRM systems

Reporting Tools

Job description

National Family Support Team Manager role at G8 Education Ltd

The Opportunity

Our Family Support Team plays a crucial role in the frontline operations of G8 centers, assisting families throughout the enrolment process, managing childcare subsidies and compliance, and ensuring a smooth transition into our centers. As the National Family Support (FST) Manager, you will lead, support, and drive team success, taking responsibility for all aspects of FST and contact center operations. This role entails directly managing Regional Leads and overseeing a national cohort of FST agents dedicated to delivering exceptional customer support and experience, while also meeting productivity metrics throughout the early year’s enrolment lifecycle. This role can be based at either our Brisbane Support Office or our Gold Coast location.

Key Responsibilities

• Provide national leadership to Regional Leads and Family Support Team (FST) Agents to deliver operational performance aligned to network-wide enrolment demand and occupancy priorities.
• Own the performance, optimisation and ongoing suitability of call centre systems, tools and reporting, partnering closely with IT to ensure reliability and minimise service disruption.
• Lead a needs-led, consultative conversation approach that enables Agents to uncover family priorities, emotional drivers, decision barriers and timing, using insights to personalise follow-up, tours and enrolment pathways.
• Embed a sales mindset grounded in care, trust and advocacy, ensuring strong conversion outcomes without pressure-based tactics.
• Monitor productivity, utilisation, call quality, customer experience and conversion performance, translating insights into clear actions and delivering consolidated, executive-level reporting.
• Identify and address conversion drop-off points across the enquiry-to-enrolment journey in partnership with Marketing, Centres and Operations.
• Build and protect the reputation of the Family Support Team as a trusted, high-value partner to Centres, ensuring seamless handover, strong insight sharing and consistent representation of Centre values.
• Establish clear service standards and ways of working that reinforce reliability, responsiveness and confidence for Centre leaders.
• Proactively identify and resolve friction points between Centres and the FST to protect relationships, credibility and shared accountability for enrolment success.
• Ensure high call quality and service standards through effective coaching, performance diagnostics and proactive system monitoring.
• Lead, coach and develop Regional Leads to build capability, consistency and a high-performance, service-led culture across the team.

About You

You thrive in a fast-paced and engaging work environment, valuing strong partnerships, collaboration, and a commitment to excellence. To be successful in this role, you should possess the following skills and experiences:

• At least 4 years of experience in a Contact Centre leadership role.
• Proven ability to balance proactive agent monitoring tasks with responsive performance analysis, identifying trends, and resolving issues promptly to ensure an optimal customer experience.
• Proficiency in operating call center technology platforms (experience with AWS Connect is desirable) and a willingness to learn specific contact center monitoring toolsets.
• Ability to analyze technical data and conduct basic end-to-end diagnostic analysis.
• Familiarity with CRM systems and their pivotal role in Contact Center operations.
• Demonstrated professionalism and ability to maintain confidentiality.
• Experience working in a fast-paced, multi-site organization.
• Strong stakeholder management and relationship-building skills.
• Exceptional written and verbal communication skills.
• Excellent time management and organizational abilities.
• Initiative-driven, capable of working independently, and confident in decision-making.
• Hold a valid working with children check or willingness to obtain upon commencement.

Benefits at G8

• Competitive salary package
• Hybrid working conditions with 3 days in office and 2 from home
• You have the option to choose out of our two state-of-the-art support offices, located in Brisbane CBD and Central Gold Coast
• Career development opportunities as part of a large ASX-listed company
• Access a 50% discount on early education and childcare fees at any G8 Education Centre
• Exclusive access to our G8 Rewards Program with benefits across more than 600 retailers

Find out more here: G8 Education

Our values

United by purpose. Guided by values. At G8 Education, we celebrate, support, and inspire our 10,000+ team members as they make a lasting difference in the lives of children and their families. Our values are Safety First & Always, Thriving Together, Owning the Outcome, Being the Difference, Building Bright Futures.

Our Recruitment Process

G8 Education is a committed advocate for child protection, safety and wellbeing. We have a zero tolerance for any form of child abuse or harm. The safety and wellbeing of children will always be our priority, and all team members are expected to embrace this shared commitment.

Our recruitment process involves several checks including the possibility of psychometric testing which will be discussed during the initial stage of the recruitment process. We may require a police check along with verification of qualifications and right-to-work status.

Please note the advertising closing date is indicative only. G8 Education reserves the right to close the advertisement before this date is reached.