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Family Support Specialist
1 month ago
About the Role:
We are seeking a highly skilled Family Support Specialist 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 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
