Client Engagement Consultant

6 days ago

Wollongong, New South Wales, Australia Big Fat Smile Group Ltd Full time

**Permanent, Part Time**:
Big Fat Smile is a values-led organisation. Its vision is that we enrich the lives and minds of children and families in their community. Our values are Inclusion, Integrity, Safety, Child-centric, Collaboration and Leadership.

We are a not for profit, non government organisation which provides high quality care and education for children, national and state wide inclusion services as part of a National Consortia and operate many community based services to children and families. These include post natal depression groups, transition to school and supported playgroups.

Big Fat Smile is a child safe organisation, committed to ensuring the safety and well-being of children entrusted to our care. We demonstrate this commitment through embedding of the Child Safe Standards in culture, policies, procedures and practice. Big Fat smile has a zero tolerance for child abuse and harm and all allegations and safety concerns will be treated seriously and acted upon.

**What you will do**

As part of the Client Engagement Team, the Client Engagement Consultant is the primary point of contact for families and staff regarding child care fees, Government rebates and other administrative issues. The position is responsible for the administration and management of family accounts, payment processing and follow up of overdue accounts. The Client Relationship Consultant also provides basic training, advice, technical support to staff and families on the correct use of enrolment and attendance software.

**Key Responsibilities and Accountabilities**:

- Maintain family accounts and records within the Client Engagement system (QikKids).
- Assist families with online enrolment processes and any ongoing account inquiries.
- Administer and process direct debits and other methods of payment.
- Maintain accurate child attendance records for submission to the relevant Government Departments.
- Ongoing monitoring and active management of overdue accounts.
- Support Centre Directors and staff with inquiries from families.
- Provide training for Centre Directors, staff and families on the use of key systems including online enrolment and attendance software.
- Adhere to all standardised administrative systems and procedures to support service delivery.
- Work in partnership with Operations, Finance and other business units to continuously improve systems and processes.
- Participate in achieving the objectives of the Portfolio Business Plan and Organisational Strategic Plan.
- Answering telephone calls for the organisation.
- Championing a customer focused service culture.
- Other duties as required within the scope of the role and the skills and experience required for the position.
- Commitment to and promotion of organisational policies including Excellence in Service Delivery.
- Comply with Work Health and Safety and Equal Employment Opportunity requirements.
- Adhere to all Big Fat Smile policies and procedures.
- Maintain a clean and safe workspace, and abide by workplace health and safety policies and procedures.

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