Service Support Manager

C&K Association; City of Brisbane; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Childcare discounts

Employee assistance program

Blue Card funding

Professional development

Referral bonus

Wellbeing program

Job summary

The C&K Association in Brisbane is seeking a Service Support Manager to lead the service support team and enhance the integrity of the childcare management software. You will coordinate requirements, provide training on the Kidsoft system, and collaborate across the business to drive system improvement and quality customer service.

Key duties include managing staff across central, branch and affiliate centres, liaising with the software vendor on development and patches, and ensuring compliance

Qualifications

• Experience leading service teams in childcare or similar.
• Strong knowledge of enrolment and subsidies.
• Proven ability to train staff on software systems.
• Excellent data reporting and MS Office skills.
• Understanding of CCS compliance and safety policies.

Responsibilities

• Manage the Service Support team in providing support and training to central, branch and affiliate centre staff for the childcare management system and enrolment processes.
• Liaise with the vendor of the childcare management system and stakeholders on system development, patches and projects.
• Support effective delivery of enrolment processes and ensure accuracy of internal documents.
• Manage CCS subsidy applications and CCS compliance, including leading CCS provider audits.
• Oversee user access for linked systems such as ChildcareNow, Inclusion Support Portal, Storypark and CCS links.
• Present and report data in tailored formats for stakeholders.

Skills

Team management

Training delivery

Customer service

Data reporting

MS Office

System liaison

CCS compliance

Tools

FreshService

Storypark

CCMS

Job description

At C&K, our purpose is to make a positive impact on children's lives. It’s what we’ve been doing for more than 115 years. Through evidence-based thinking, hard work and true compassion, we’ve built a trusted reputation as Queensland’s leading provider of early childhood education. And as a child safe organisation, we put children's safety and wellbeing at the heart of everything we do, creating nurturing spaces where children can learn, explore, play and grow.

To lead and manage the service support team and to enhance and ensure the integrity of C&K’s childcare management software program. The Service Support Manager, will review and coordinate software program requirements, be responsible for providing training on the Kidsoft system and working collaboratively with the business to provide continuous improvement in the system and quality customer service.

You’ll help us shape the future of children in our care by:

• Management of the Service Support team in providing support and training to central, branch and affiliate centre staff, in relation to the childcare management system, as well as overall management of C&K waitlist and enrolment process and system.
• Liaise with the vendor of the childcare management system and C&K stakeholders in relation to managing system development, system patches, and projects.
• Support effective delivery of C&K’s enrolment process
• Ensure that C&K’s internal enrolment documents are appropriately translated and updated within the childcare management system and that they work as intended.
• Manage the application process for new Child Care Subsidy applications, and ensuring ongoing CCS compliance for C&K including taking the lead on CCS Provider Audits.
• Managing user access requests for systems that link to the Child Care Management system, including ChildcareNow, Inclusion Support Portal, Storypark and CCS link.
• Demonstrated broad knowledge and experience in the Childcare sector including a solid understanding of the different service types and demonstrated experience in branch service requirements including but not limited to finding, application of subsidies, submission of data to CCMS, reporting, compliance with licencing and Family Assistance Law, fees, enrolments and waitlist management.
• Well-developed skills utilising C&K’s chosen Child Care Management System and Well-developed skills utilising support software such as a FreshService or ability to rapidly acquire.
• Demonstrated advanced Microsoft Office skills in Word, Outlook, Excel, PowerPoint and Project.
• A proven ability to present/report data in a tailored and meaningful format.

Find Your Better Way and Enjoy the Benefits

Every C&K career helps children belong and grow. We’ll set you up for success with a range of benefits, programs and opportunities to help you earn, be well and grow.

• Find a healthy work-life balance with family-friendly priority access to C&K childcare centres and discounts of up to 35% of the gap fee.
• Be well and prosper with an Employee Assistance Program that includes financial counselling, nutrition coaching, individual counselling and specialist support for LGBTIQA+ and First Nations individuals.
• Funded Blue Card and National Police Check.
• Take your career to new heights with professional development opportunities.
• Support the growth of our teams and earn a $1000 referral bonus reward.
• Plus so much more.

What you’ll bring

If you’re committed to guiding children’s early learning and development, we’ll set you up for success!

We strongly uphold our child safety policies and procedures. To thrive and succeed in this role, you will have:

• Valid Blue Card or Exemption Card.
• Current Police Check
• Completion of the National Child Safety Training – Foundation Certificate

You will bring a passion for achieving long-lasting, high-quality outcomes for children, their families and the community alongside a team-player mindset - when you join C&K, you join a village of good-hearted, talented people, so you can lean on them as they lean on you.

Join us and find a better way with C&K - for children, for you, for always.

C&K is a child-safe organisation and all C&K employees are required to undergo a police check and not be a 'Restricted Person' or Suspended Educator under the QLD Blue Card System.

We welcome applicants who identify as an Aboriginal and Torres Strait Islander, have a Culturally and /or Linguistically Diverse background and/or those with additional needs.