What we're looking for: This position is responsible for supporting our network of childcare centres and families, utilising our existing systems and databases. You'll also be responsible for keeping tabs on our Key Performance Indicators (KPIs) such as customer satisfaction, calls, booking tours and enrolments whilstmanaging customer feedback and offering the best experiences to our families.
The role: You will be responsible for:-
Supporting the centres to convert customer enquiries to bookings, waitlist and/or centre toursMaintaining records of all customer interactions using our databases and systems (XAP)Selling the benefits of our child care centres to prospective and current familiesCo-ordinating information on behalf of our network of childcare centresMonitoring survey feedback to assess the quality of experience families receivePromptly responding to enrolment enquiries from prospective familiesWorking collaboratively with centres to ensure that occupancy is maximised, records are maintained, and families are serviced appropriatelyStrategising and communicating the types of activity parents could be eligible for in order to boost families approved activity entitlementsManaging the active opportunity pipeline and ensure the minimisation of stalled leadsExecuting enrolment strategies in line with current promotional strategies or through State, Area or Centre Manager inputMonitor and track the Customer Feedback system to ensure all inquiries are being handled and resolved by relevant key stakeholders within the appropriate timeframes; and if not met are actioned/escalated to their direct line manager.About you: Provide unparalleled customer support via phone, email, and other communication channels.Meet and exceed defined targets and KPIsUtilize strong phone contact handling skills and active listening to understand and address customer inquiries and concerns.Adapt and respond effectively to a diverse range of personalities and support scenarios.Familiarity with various (CRM) systems and willingness to learnBuild rapport quickly with customers to establish trust and understanding.Take a proactive approach to troubleshoot and resolve support issues promptly.Demonstrate exceptional verbal and written communication skills with keen attention to detail.Analytical and problem-solving skillsMaintain a sense of humour and positive attitude, even in challenging situations.Demonstrate a "can do" attitude and willingness to go above and beyondHandle pressure effectively and manage multiple tasks simultaneously with efficiency and accuracy.Knowledge of the childcare services industry and relevant legislation (highly desirable)Benefits: Attractive salary packageImpressive Brisbane CBD officeFlexible working arrangement50% discount on childcare gap feesFitness and Lifestyle Group membershipsA professional culture and supportive work environmentCareer advancement opportunitiesWhy work for Affinity? Affinity Education Group (AEG) is a leading early education and childcare provider, currently operating more than 230 centres across Australia, and over 5,500 staff. Our goal is to instill a lifelong love of learning in every child who attends our centres in their first five years. We believe all our staff contribute to creating a sense of belonging through cooperation, teamwork, and winning attitudes. In addition, we're dedicated to providing a safe environment for our families, staff and communities through our professionalism and respect for one another.
Who we are: We offer a professional yet fun environment when interacting with our families, communities, and staff and live by our Affinity Values – Creating Shining Stars, Deliver Outstanding Professionalism, Being Completely Connected, Going Above and Beyond, Living the Team Spirit and Having Serious Fun! Permanent Full-time position, Monday to Friday, 38 hours per week, based in Brisbane (CBD). Fixed Term Full-time position, Monday to Friday, 38 hours per week, based in Brisbane (CBD). Feel positive. Feel proud. Make new friends. IT'S YOUR TIME TO SHINE - Apply now! At Affinity, we are dedicated to fostering an inclusive and diverse workplace where every individual is treated with respect and dignity. We believe that diversity enhances our ability to serve the children, families, and communities we support, and we offer equal opportunities in all aspects of employment. Our Safety Commitment prioritizes the safety, rights, and wellbeing of children, as well as the rights and responsibilities of our employees and their families. We are committed to providing a safe and healthy work environment, promoting open communication, and maintaining a workplace that is respectful and inclusive for all.
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