Family Support and Administration Specialist

518749
- Varsity Lakes, QLD, 4227
- Customer and Marketing
- Permanent Full time

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**Join one of Australia’s Largest Leading Early Education Providers**

At G8 Education, we’re on a mission to shape the future With 400+ early education and care centres under 21 brands, our 10,000+ dedicated team members nurture over 42,000 children every day.

Our purpose is to create the foundations for learning, for life. This vision comes alive through our exceptional educators and teachers, guided by strong leadership teams.

As an ASX listed growth company, we’re committed to empowering, rewarding, and supporting every team member - from our centre educators to our leadership and support team.

**The Opportunity**

The Family Support Team (FST) are the customer service specialists, playing a pivotal role in the acquisition and support of new families joining our client's vast network of Centres and across many different brands.

The Customer Support & Administration Specialist role is responsible for:

- Handling complex customer issues and complaints that have been escalated to the highest level with exceptional empathetic and effective customer service skills,
- Working with the customer to resolve the issue and restore customer satisfaction, while also ensuring compliance with company policies and procedures
- Provide general admin support to a high-volume contact centre

**Key Responsibilities**
- Deliver high quality customer service in a high-volume contact centre environment, currently servicing families between 7:00am-7:00pm Monday to Friday
- Evaluate and analyse family's issues to determine the root cause and appropriate solution
- Provide excellent customer service and support, and ensure that all families inquiries and complaints are resolved in a timely and efficient manner
- Work collaboratively with other departments to investigate and resolve complex family's issues
- Work across multiple technology platforms and databases
- Maintain detailed and accurate records of all customer interactions, including complaints and resolutions
- Communicate complex customer issues to management for review and resolution
- Ensure compliance with company policies and procedures, as well as relevant regulations and legislation
- Provide varied administrative support that assists in effectively running a high-volume contact centre to other Contact Centre functions on an ad hoc and flexible basis, as the business requires

**About You**
- Minimum of 12 months experience working in a customer service role, previous contact centre experience highly regarded.
- A genuine interest / passion for early education and childcare
- Ability to confidently work across multiple systems and databases
- Strong customer service and relationship building skill-set
- Clear and concise written and verbal communication skills
- Excellent organisation skills and ability to stay focused in a high-volume environment.
- Able to work on a 38-hour rotating roster, available to work any shift between the hours of Monday to Friday 7:00am to 7:00pm
- _Hold a valid working with children check or willingness to obtain upon commencement. _

**Benefits at G8**
- Competitive salary package
- Hybrid working conditions with 3 days in office and 2 from home.
- You have the option to choose out of our two state-of-the-art support offices. Located Brisbane CBD and Central Gold Coast.
- Career development opportunities as part of a large ASX-listed company
- Access a 50% discount on early education and childcare fees at any G8 Education Centre.
- Exclusive access to our G8 Rewards Program with benefits across more than 600 retailers, exclusive cash discounts and more
- Find out more here: _G8 Education

**Our Recruitment Process**
- G8_ Education is a committed advocate for child protection, safety and wellbeing. We have a zero tolerance for any form of child abuse or harm. The safety and wellbeing of children will always be our priority, and all team members are expected to embrace this shared commitment. _
- Our recruitment process involves several checks including, the possibility of psychometric testing which will be discussed during the initial stage of the recruitment process._
- We also may require a police check along with verification of qualifications and right-to-work status._