Self-Employed Home-Based Family Day Care Educator

Windermere Child & Family Services; Gold Coast City; On-site; AUD 50,000 - 65,000; Full time

Job summary

Windermere Child & Family Services is seeking a Family Care Coordinator to support families after the loss of a loved one. You will be the first point of contact, providing reassurance and guiding families through the initial steps of their journey with care and dignity.

You’ll respond with empathy in difficult conversations, gather essential information, coordinate next steps with funeral arrangers and internal teams, and maintain accurate records across systems to support a compassionate

Qualifications

• Experience in compassionate customer care for grieving families preferred but not required.
• Ability to gather accurate information during emotionally difficult conversations.
• Ability to coordinate next steps with funeral arrangers and internal teams.

Responsibilities

• Answer inbound calls from families following the death of a loved one with empathy and professionalism.
• Listen carefully, ask sensitive questions and gather accurate information.
• Coordinate next steps with funeral arrangers and internal teams.
• Maintain accurate records across multiple systems.
• Manage competing priorities while progressing each call.

Skills

Emotional maturity and life experience

Confidence in difficult conversations

Strong listening and communication

Exceptional attention to detail

Resilience and self-awareness

Job description

Family Care Coordinator

4121 Holland Park Mayday Recruitment

Posted 2 days ago

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Job Description

MAYDAY Recruitment is proud to be partnering with one of Australia’s largest funeral service providers to recruit compassionate and professional Customer Care Coordinator to join their supportive team in Holland Park.

Are you someone who brings maturity, empathy and a calm, considered approach to difficult conversations? Do you want to use your communication skills to make a genuine difference in people’s lives?

This is an opportunity to step into a role that offers more than traditional customer service. As one of the first points of contact for families following the loss of a loved one, you will provide reassurance, gather important information and help families navigate the initial stages of their journey with care and dignity.

This role is rewarding, but it is not always easy. You will speak with people experiencing grief in many different circumstances, and every call will be different. Some conversations may be particularly distressing, so emotional maturity, resilience and the ability to remain composed while supporting others are essential.

You don´t need previous funeral industry experience. What matters most is your life experience, your ability to connect with people and your genuine understanding of why this work matters.

What you’ll be doing

• Answering inbound calls from families following the death of a loved one, responding with empathy, patience and professionalism.
• Listening carefully, asking sensitive questions and gathering accurate, detailed information during emotionally difficult conversations.
• Coordinating the next steps, including communicating essential information to funeral arrangers and relevant internal teams.
• Maintaining accurate records across multiple systems while ensuring important details are captured and communicated correctly.
• Managing competing priorities and balancing compassionate conversations with the need to progress each call appropriately.
• Recognising when a family needs additional support and escalating concerns to the appropriate team member when required.
• Working collaboratively with colleagues and leaders, contributing to a supportive environment where team members can debrief and seek guidance when needed.

What will make you successful?

We’re looking for people who understand that supporting grieving families requires a particular level of care, maturity and professionalism.

You will ideally bring:

• Emotional maturity and life experience – the ability to approach sensitive situations with perspective, compassion and sound judgement.
• Confidence in difficult conversations – you are comfortable speaking with people who may be distressed, overwhelmed or struggling to process their loss.
• Strong listening and communication skills – you can ask the right questions, articulate information clearly and communicate sensitively over the phone and in writing.
• Exceptional attention to detail – you understand the importance of getting names, circumstances and other critical information right, particularly when families are experiencing significant distress.
• Resilience and self-awareness – you can acknowledge the emotional weight of