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Customer Experience

2 weeks ago

Red Hill, Queensland, Australia Australian Acting Academy Full time $55,898 - $70,000 per year

Play a pivotal role in the creative growth of a leading performing arts academy

About Us

The Australian Acting Academy has been inspiring confidence, creativity, and community in young people for over 30 years. We offer drama classes, workshops, camps, and school programs that empower students to find their voice on and off the stage. With continued growth across our foundational and adult programs, we're ready to welcome a Customer Experience & Admin Coordinator who thrives on connection, clarity, and creating smooth experiences for families and students.

About the Role

This full-time role is perfect for someone who's ready to take ownership of the student journey - from the moment a parent enquires to the joy of showcase day. You'll ensure the engine room of our programs runs smoothly and be central to our brand communications, enrolment coordination, and retention systems.

This is not your average admin role. We're looking for someone who can translate between creative vision and operational detail - someone who enjoys supporting artists, educators, and performers by making things run seamlessly behind the scenes.

You'll work closely with our leadership team in this growing organisation, and become a key link between our values, our systems, and the families we serve.

Success in this role looks like smoother enrolment processes, happier families, and stronger retention across our programs.

Key Responsibilities

  • Be the warm, organised point of contact for new leads, enrolled families and program participants
  • Manage enrolment admin, onboarding, account maintenance, and re-enrolment campaigns
  • Coordinate foundational program logistics (venues, timetables, class rolls, etc.)
  • Draft and schedule communications across website, newsletters, socials, SMS and email
  • Monitor student satisfaction and proactively support student retention
  • Provide feedback on system efficiencies (CRM, Xero, Slack, Twilio, Asana, Wix etc.)
  • Champion a tidy, welcoming office and studio space
  • Support our culture of celebration with birthday recognition and end-of-term rituals
  • Collaborate with the Projects & Events Manager to ensure seamless program delivery

This Role Is For You If You...

  • Love bringing structure, calm and clarity to busy environments
  • Enjoy talking to people, understanding their needs, and helping them feel seen
  • Thrive when working in purpose-led environments with creative humans
  • Get satisfaction from clean systems, well-written emails and proactive follow-up
  • Focus on growth and constant improvement
  • Appreciate both autonomy and collaboration

Skills & Experience

  • Minimum 2 years in an admin, operations, communications or customer care role preferred
  • Excellent written communication and people skills
  • Ability to bring calm, clarity, and structure to dynamic creative environments
  • Strong organisational ability and attention to detail
  • Proactive, systems-thinker who enjoys finding efficiencies and making processes clearer for others
  • Comfortable using CRM software, digital tools (Xero, Google Suite, etc.), and social platforms
  • Experience in arts, education, or community-based environments is a plus, but heart and mindset are equally important

What We Offer

  • Full-time salaried position (Clerks Award Level 3) with growth pathway
  • A collaborative, purpose-driven team that values creativity and impact
  • Work in a dynamic, arts-based environment with room to develop and lead
  • On-the-job training in systems, CRM, and tools if required
  • Flexibility where possible to support wellbeing and family needs

How to Apply

Please submit your resume and a brief cover letter outlining:

  • What excites you about this role
  • Why you think you're a great fit for the Academy's values and the work we do

Apply via INDEED or email:

Applications close: Thursday 4th September, 2025

Job Type: Full-time

Pay: $55,898.70 – $70,000.00 per year

Work Authorisation:

  • Australia (Required)

Work Location: In person

Application Deadline: 05/09/2025