Family Support and Administration Specialist
Core
Manage escalated customer complaints and complex enquiries for families across a national network of early education centres, resolving issues to restore trust and improve the family experience.
Role type
Senior customer support specialist (complaints & administration)
Builds
Positive family experiences and operational stability for early learning centres
Domain
Early childhood education and care
Deliverable
client delivery
Required skills
Conflict resolution, de-escalation, investigative analysis, stakeholder management, record keeping, policy compliance
Preferred skills
Dispute resolution experience, high-volume contact centre experience, decision making
Responsibilities
Manage complex customer enquiries and escalated complaints; Investigate customer concerns and identify root causes; Build positive relationships with families; Collaborate with internal teams to achieve outcomes; Maintain accurate records of interactions and resolutions; Support general administration for enrolments and payments.
Seniority
Mid-level, experienced IC