Family Support Consultant

1 week ago

St Leonards, Australia Only About Children Full time

$65K-$70K + Super plus brand new enhanced benefits
- Hybrid working - Enjoy the flexibility of working 2 days from home
- Premium, reputable Early Childhood Education provider

**More Than A Job. A Rewarding Career**

At Only About Children, our unique approach to early years learning goes beyond education to encompass the health and wellbeing of every child in our care. We call this The OAC Way. We operate over 80 campuses across Sydney, Melbourne and Brisbane (with more in development) and provide high-quality early years education and care to over 8,000 families.

**About the Role**:
As our new
**Family Support Consultant**, your key responsibilities will include:

- Provide excellent customer service to all families throughout the enrolment and onboarding process through to ending enrolment.
- Work efficiently and accurately on assigned tickets, calls and tasks to meet Service Level Agreements depending on the priority of the query.
- Ensure systems are updated accurately with enrolment information including bookings, CCS claimant and connection confirmed, CWA consent, bank details, child profile data.
- Respond to any family feedback regarding their enrolments experience, liaising with the Enrolments team or Family Support as needed.
- Ensure all written and verbal communication is conducted in a professional and clear manner.
- Work closely with the Billing Team to ensure families have an optimal experience when interacting with us.
- Thoroughly understand the billing cycle and impacts to families to be able to support with any questions around first charges, fee variances and CCS offsets
- Understand the key systems (Xplor, Hubspot, Home App, StoryPark) used by Family Support and campuses relating to family accounts and experience
- Where needed, coordinate the training and development of other Family Support and Enrolments Consultants to ensure that the enrolment process is followed accurately and efficiently.

**To be successful in this role, you will possess the following skills and experience**:

- At least 4 years working in a customer service role (experience working in health or early childhood environments will be advantageous)
- At least 4 years working in an administrative role
- Proven experience delivering high quality customer service and support
- Prior experience leveraging internal systems (ie databases, CRMs, phone systems)
- Demonstrated experience in influencing and working closely with relevant stakeholders internally to deliver against key objectives
- Strong time management capabilities and ability to prioritise requirements
- Excellent communication skills both verbally and written

**What's in it for you?**

We are proud to offer our team members a range of benefits including:

- Fully flexible work options
- Competitive pay with annual performance & salary reviews.
- 50% discount on childcare fees
- 2 Additional wellbeing days
- Access to our Employee Assistance Program
- Multiple career development opportunities within a rapidly growing business

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