Family Experience Partner

2 days ago

Australia Story House Early Learning Full time

**We're on the lookout for a Family Experience Partner**
Based in Cannon Hill | Hybrid - 2 days WFH | Monday to Friday, 8:30am-5:00pm

At Story House Early Learning, we know that every child's story begins with a strong start and that starts with engaged, supported families. That's where _you_ come in.

We're searching for a **Family Experience Partner** who isn't afraid to pick up the phone, start a conversation, and make someone's day better. This role is all about relationships. Reporting to our Head of Family Experience, you'll support families and services across QLD, NSW, and VIC. You'll manage the full enrolment experience, from system support and funding compliance to service tours and helping families feel welcome. You'll handle the nitty-gritty of data and reporting _and_ bring warmth and care to every interaction. Whether it's a new enquiry or a question about payments, you'll be the reassuring voice on the line, no two days will look the same. Your work will help shape Story House into the provider of choice for families across Australia.

**Talking is our superpower.**

**You'll manage your own portfolio.**
This means you'll develop meaningful, ongoing relationships with Service Managers and really get to know the unique needs of the communities you support. You'll be a trusted partner, not just a name in the inbox.

**Your days will include**:

- Keeping systems running smoothly across Lineleader, Kangarootime, PRODA and more.
- Supporting services and families through complex queries, payment breakdowns and funding claims.
- Monitoring enrolments, analysing feedback and helping services lift occupancy and family satisfaction.
- Collaborating on initiatives that make the onboarding journey a positive one from first click to first day.
- Championing continuous improvement, from workflow design to stakeholder engagement.

**You'll thrive in this role if you**:

- Are a whiz with systems and spreadsheets, and love pulling insights from data
- Have a calm, solutions-focused approach to customer service
- Know your way around CCS, ACCS, ISS and Kindy funding (or can learn quickly)
- Are confident juggling admin, reporting, and relationship-building
- Have experience in the early learning sector
- Passionate about making a difference

**Who We Are**:

- Committed to a culture of respect and inclusivity.
- We don't just welcome you as you are, we celebrate you for your diversity, differences and history.
- Services across Queensland, New South Wales and Victoria

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