Customer Service Officer

POSITION DESCRIPTION

**Date **27 July 2021

**Position Title **Customer Service Officer

**Reports to (position title) **Customer Service - Team Leader

**Department **Customer Service Department

ORGANISATIONAL CONTEXT

**bestchance** Child Family Care is an independent, not-for-profit, community organisation with offices

in Glen Waverley, Truganina and Pakenham, Victoria, Australia.

**bestchance** adopts an innovative and holistic approach to assisting young children and families by

integrating a range of specialist family oriented educational and welfare community services. The

range of programs delivered include Early Childhood Education and Care (ECEC) Family Day Care,

Kindergarten, Child Care; Children’s Therapy, Parent and Child Support, Training, Community

Support and Cheshire, an independent, specialist primary school for children with social, emotional

and learning difficulties.

These programs recognise that the early years of a child's life are the most formative and influential

and we strive to adhere to the principles of 'best practice'. This commitment ensures that families

are, at all times, respected as the experts on their children and supported in an environment that is

strength based and family centred.

**bestchance** also works in partnership with families in managing a number of kindergartens under its

Early Years Management Program.

**bestchance** is committed to implementing and adhering to the Child Safe standards including the

development and implementation of people practices that reduce the chance of child abuse within

the organisation, for which we advocate zero tolerance.

Health safety and wellbeing first, is an expectation of all, where staff implement local work

instruction and processes aligned to organisation requirements and are accountable for their own

safety and safety of others.

PURPOSE

For all children, families and individuals to thrive in their community.

VISION

**Inclusion** we include everyone regardless of their background, needs or circumstances

**Care** We nourish and nurture resilient relationships

**Education** We develop skills and knowledge to build capacity and resilience.

VALUES

**Humility **we focus on listening to better understand and meet needs**High Expectations **we have high aspirations for our client outcomes and for the calibre of our

services and staff

**Innovation **we embrace change based on critical reflection**Curiosity **we seek new understandings and knowledge

**Evidence **we seek and generate evidence to evaluate and improve our programs

**Challenge **we look beyond the immediate to achieve different results

POSITION PURPOSE

The purpose of this position is to be the first point of contact for customers contacting the business,

delivering outstanding customer service, surpassing all customer expectations. The Customer Service

Team aim to help convert enquiries in to enrolments, in the areas of Training, Early Years and

Inclusion Support services.

As an experienced customer service expert with elite conversational skills, you will be passionate

about making a difference in the lives of people every day and make it your priority to ensure each

individual and family have an exceptional customer service experience with each interaction.

PRIMARY OBJECTIVES & RESPONSIBILITIES

As a member of the **bestchance** team, you will be the first point of contact for families requiring our

services and will assist and support the delivery of high quality customer service responsive to the

needs of our community including, but not limited to the following:

- Ensure all enquiries are handled in a prompt, efficient, courteous manner ensuring a high level of

conversion, whilst showing passion about customer service and being empathetic to the needs of

families and students.
- Displaying excellent listening skills and sharp attention to detail towards our clients being

families, students, and individuals, and use these skills to support and liaise with key stakeholders

from all departments.
- Ensure highly effective communication and customer service skills are displayed to all clients and

that all programs and their staff support this level of service.

handled in a friendly, professional and timely manner to contribute to a positive customer

experience.
- Ensure all enquiries and referrals are accurately recorded using a customer relationship

management system.
- Ensure cross referral opportunities and enrolment conversions are maximised at every

opportunity.
- Support the enrolment process for families wanting to enroll into programs across bestchance.
- Assist and contribute to the quality assurance cycle for policies and procedures of the Customer

Services Department
- Support the growth and development, and drive change within the Customer Services team by

ensuring activities and processes are reviewed on a regular basis to continue to improve the

teams efficiency and effectiveness with managing en