Family Support Consultant

1 week ago

Brisbane, Queensland, Australia Affinity Education Group Full time

About the Role:

We are seeking a highly skilled and motivated Family Support Consultant to join our team at Affinity Education Group. As a key member of our team, you will be responsible for providing exceptional customer support to our network of childcare centres and families.

Key Responsibilities:

  • Supporting centres to convert customer enquiries to bookings, waitlists, and centre tours
  • Maintaining records of all customer interactions using our databases and systems
  • Selling the benefits of our childcare centres to prospective and current families
  • Coordinating information on behalf of our network of childcare centres
  • Monitoring survey feedback to assess the quality of experience families receive
  • Promptly responding to enrolment enquiries from prospective families
  • Working collaboratively with centres to ensure that occupancy is maximised, records are maintained, and families are serviced appropriately
  • Strategising and communicating the types of activity parents could be eligible for to boost families' approved activity entitlements
  • Managing the active opportunity pipeline and ensuring the minimisation of stalled leads
  • Executing enrolment strategies in line with current promotional strategies or through State, Area, or Centre Manager input
  • Monitoring and tracking the Customer Feedback system to ensure all inquiries are being handled and resolved by relevant key stakeholders within the appropriate timeframes

About You:

  • Providing unparalleled customer support via phone, email, and other communication channels
  • Meeting and exceeding defined targets and KPIs
  • Utilizing strong phone contact handling skills and active listening to understand and address customer inquiries and concerns
  • Adapting and responding effectively to a diverse range of personalities and support scenarios
  • Familiarity with various CRM systems and a willingness to learn
  • Building rapport quickly with customers to establish trust and understanding
  • Taking a proactive approach to troubleshoot and resolve support issues promptly
  • Demonstrating exceptional verbal and written communication skills with keen attention to detail
  • Analytical and problem-solving skills
  • Maintaining a sense of humour and positive attitude, even in challenging situations
  • Demonstrating a 'can do' attitude and willingness to go above and beyond
  • Handling pressure effectively and managing multiple tasks simultaneously with efficiency and accuracy
  • Knowledge of the childcare services industry and relevant legislation (highly desirable)

What We Offer:

  • An attractive salary package
  • An impressive Brisbane CBD office
  • Flexible working arrangements
  • 50% discount on childcare gap fees
  • Fitness and Lifestyle Group memberships
  • A professional culture and supportive work environment
  • Career advancement opportunities

About Affinity Education Group:

Affinity Education Group is a leading early education and childcare provider, currently operating over 230 centres across Australia, and employing over 5,500 staff. Our goal is to instill a lifelong love of learning in every child who attends our centres in their first five years. We believe all our staff contribute to creating a sense of belonging through cooperation, teamwork, and winning attitudes. In addition, we're dedicated to providing a safe environment for our families, staff, and communities through our professionalism and respect for one another.

Our Values:

We live by our Affinity Values – Creating Shining Stars, Delivering Outstanding Professionalism, Being Completely Connected, Going Above and Beyond, Living the Team Spirit, and Having Serious Fun.

Join Our Team:

We are committed to fostering an inclusive and diverse workplace where every individual is treated with respect and dignity. We believe that diversity enhances our ability to serve the children, families, and communities we support, and we offer equal opportunities in all aspects of employment. Our Safety Commitment prioritizes the safety, rights, and wellbeing of children, as well as the rights and responsibilities of our employees and their families.

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