Customer Service and Family Engagement Officer

2 weeks ago

Melbourne City Centre, Victoria, Australia Department of Education Full time
This role is a 24-month fixed term role until 30 June 2026

Shape the establishment of Early Learning Victoria and the design and delivery of the first ever Victorian Government owned and operated Early Learning and Childcare Centres

About Early Learning Victoria


The Victorian Government is establishing 50 government-owned and operated, Early Learning and Childcare Centres, as part of the Best Start, Best Life reforms.

These centres will offer childcare, Three and Four-Year-Old Kindergarten and, where applicable, Pre-Prep. The first four centres will open in 2025, with all 50 open by 2032.

Early Learning Victoria is being set up as a new business unit within the Department of Education to establish and operate the centres.

We are building a team of high performers who are strengths-based, compassionate, dedicated, have a good attention to detail and who adopt a continuous improvement mindset.

We have a large work program ahead of us, and it will take genuine flexibility, adaptability and teamwork to achieve this ambitious reform agenda

About the Role


The Customer Service and Family Engagement Officer will represent Early Learning Victoria by sharing relevant communications and up to date briefings and updates to both internal and external stakeholders.

You will act as a key point of communication for the Early Learning and Childcare Centres and respond to queries about the centres and program delivery.

This will include preparing briefings and communications products to be circulated across the organisation. You will also work with the department's Communications Division on ELCC program communications and engagement work

Your duties will include:

  • Drafting, collating and distributing briefing and communication materials
  • Coordinating crossorganisational communications and managing responses
  • Communicating any organisational changes including new or changed policies, practices and procedures
  • Responding to enquiries via different communication channels and provide timely and accurate information to families, staff, and other stakeholders
  • Providing accurate information to all staff, families and other clients in a professional and effective manner
  • Be encouraging and a driver of change as part of continuous improvement
  • Interacting with organisational surveys, focus groups, research and community initiatives
Qualifications and Experience

  • Excellent communications skills, both written and verbal
  • Strong administrative skills with a high level of knowledge and experience across the MS Office suite
  • Strong customer service skills and the ability to proactively establish customer needs with a solution focus
  • Organisation skills with the ability to perform under limited direction, manage own time and manage competing demands and stakeholders
  • Ability to work as part of a team (immediate team and with others across the organisation) and is a role model for engaging and collaborating with families and colleagues
How to apply


Applicants are required to submit a CV and cover letter (max 2 pages for cover letter) summarising their skills, relevant experience and suitability to the role in line with the duties, required capabilities and the Key Selection Criteria outlined in the position description.

Further Information

Preferred applicants will be required to have a Working with Children Check. A police check and other pre-employment checks may be required. Information provided to the Department of Education will be treated in the strictest confidence

Applications close 11:59pm on 5th June 2024

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