Family Experience Partner

1 week ago

Brisbane, Queensland, Australia House Early Learning Pty Full time

We're on the lookout for a Family Experience Partner
Based in Cannon Hill | Hybrid – 2 days WFH | Monday to Friday, 8:30am–5:00pm

At Story House Early Learning, we know that every child's story begins with a strong start and that starts with engaged, supported families. That's where you come in.

We're searching for a Family Experience Partner who isn't afraid to pick up the phone, start a conversation, and make someone's day better. This role is all about relationships. Reporting to our Head of Family Experience, you'll support families and services across QLD, NSW, and VIC. You'll manage the full enrolment experience, from system support and funding compliance to service tours and helping families feel welcome. You'll handle the nitty-gritty of data and reporting and bring warmth and care to every interaction. Whether it's a new enquiry or a question about payments, you'll be the reassuring voice on the line, no two days will look the same. Your work will help shape Story House into the provider of choice for families across Australia.

Talking is our superpower.
We live and breathe our Connectedness value through daily conversations. Whether it's a family with a question or a Service Manager needing support, we believe in the power of picking up the phone. Emails are fine but relationships are built through real conversations.

You'll manage your own portfolio.
This means you'll develop meaningful, ongoing relationships with Service Managers and really get to know the unique needs of the communities you support. You'll be a trusted partner, not just a name in the inbox.

Your days will include:

  • Keeping systems running smoothly across Lineleader, Kangarootime, PRODA and more.
  • Talking with families and services every day by phone, not just email
  • Supporting services and families through complex queries, payment breakdowns and funding claims.
  • Monitoring enrolments, analysing feedback and helping services lift occupancy and family satisfaction.
  • Collaborating on initiatives that make the onboarding journey a positive one from first click to first day.
  • Championing continuous improvement, from workflow design to stakeholder engagement.

You'll thrive in this role if you:

  • Are a whiz with systems and spreadsheets, and love pulling insights from data
  • Have a calm, solutions-focused approach to customer service
  • Know your way around CCS, ACCS, ISS and Kindy funding (or can learn quickly)
  • Are confident juggling admin, reporting, and relationship-building
  • Have experience in the early learning sector
  • Passionate about making a difference

If you're ready to bring the personal touch to family engagement, build connections that matter, and play a key role in shaping a family's early learning journey apply now.

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