Customer Service Lead

**Customer Service Lead - Empowering Families and Young People**:
**Are you passionate about delivering exceptional customer experiences and leading a high-performing team? Join Y Kinders as our new Customer Service Lead and make a meaningful impact on families and young children across Victoria.**

**About Us**

At the Y, we are committed to enriching the lives of children, young people, and families in over 100 communities across Victoria. Through innovative programs, including our renowned Y Kinders and Children's Services, we strive to inspire every child to reach their potential.

Our mission is to empower communities to build a sustainable and inclusive world, and we uphold core values of Honesty, Respect, Caring, and Responsibility.

**Your Role**:
As the **Customer Service Lead**, you will oversee the customer journey across our Children's Services programs, ensuring every interaction is seamless, supportive, and family-focused.

You’ll lead and inspire a team of customer service professionals, ensuring excellence in service delivery while driving continuous improvements. Your work will involve collaborating with cross-functional teams to enhance our offerings and ensure compliance with all regulatory standards

**Key Responsibilities**:

- **Lead and Inspire**: Foster a collaborative and positive team environment, providing guidance and professional development opportunities for your team.
- ** Operational Excellence**: Oversee daily activities, ensure effective service delivery, and support strategic improvements.
- ** Customer Advocacy**: Handle escalations, resolve complaints empathetically, and champion the voice of our families.
- ** Data Insights**: Use analytics to identify trends, support decision-making, and refine strategies.
- ** Compliance**: Maintain standards in line with regulations and organizational policies.

**Why Choose Us?**:

- **Work-Life Balance**: Flexible arrangements designed to support your personal and professional needs.
- ** Supportive Culture**: Be part of a respectful, diverse, and inclusive workplace where your contributions are celebrated.
- ** Career Growth**: Unlock opportunities across our Children’s Programs and broader Y organisation.

**Your Skills and Experience**:
We’re looking for a motivated leader with:

- Proven experience managing customer service teams, with a passion for delivering exceptional family-focused services.
- Strong communication and problem-solving skills to handle complex inquiries and drive team performance.
- Proficiency in data analysis and reporting to inform strategic improvements.
- Experience with customer management tools or ticketing systems is an advantage.

**Join Us and Find Your Y**:
This is more than a job - it’s your chance to inspire change, lead a dynamic team, and make a lasting difference in the lives of young people and families.

**Click “Apply” today to start your journey with Y Kinders. Applications will be assessed as they are received.**

At the Y, we are committed to creating a safe, inclusive, and equitable environment for all. We conduct comprehensive screening to ensure the safety of children and young people.

**Role: Customer Service Lead**

**Job Type**: Full Time

**Qualification**: Diploma (or above) in Business Administration

**Interested?**

The successful applicant will be required to undertake a National Police Check and maintain a valid employment Working with Children Check whilst employed in this position.

Prior to being appointed to this position it is required that there is a full disclosure of any pre-existing injuries or disease that might be affected by employment in this position.

**Selection Criteria**

For more information about our role or to view the key selection criteria please click on the link below to view the position description for this role.

Position Description
- Customer Service Lead

**About The Organisation**

Y Ballarat, including our Board of Directors are committed to the safety and wellbeing of children and young people in accordance with our Safeguarding Children and Young People frameworks.

Y Ballarat requires all applicants to undergo checks prior to commencement including, police checks, international police checks, WWCC and reference checks as a minimum.

The Y Ballarat is a recognised Safeguarding Children and Young People organisation, independently reviewed by the ACF.