Client Engagement Consultant (Customer Service)
* Maximum term, Full time until November 2025
* 22.5 hours per week, Tuesday, Wednesday, and Friday @ 7.5 hours
Working at Big Fat Smile offers a rewarding environment where your expertise is valued. You will have the opportunity to make a difference and enrich the lives of children and families in our communities.
More than just a job, this is a chance to contribute to a brighter future for children and families in a child-first organization.
About Big Fat Smile
We are a not-for-profit organization impacting thousands of children and families across Australia. We operate over 40 community preschools, long day care centres, out-of-school-hours care, vacation care, and various community and inclusion programs, all dedicated to giving children the best start in life.
What You Will Do
As a member of our Client Engagement Team, you will be the primary contact for families and staff regarding Child Care Enrolments, Fees, and Government Rebates. Your responsibilities include managing family accounts, processing payments, and following up on overdue accounts. You will also provide basic training, advice, and technical support to staff and families on enrolment and attendance software.
Key Responsibilities
1. Provide exceptional customer service to families and stakeholders.
2. Maintain family accounts and records within the Client Engagement system (Kangarootime).
3. Support families throughout their enrolment journey and handle ongoing account inquiries.
4. Administer and process direct debits and other payment methods.
5. Maintain accurate child attendance records for government submissions.
6. Monitor and actively manage accounts.
7. Support Centre Directors and staff with family inquiries.
8. Provide training on key systems including online enrolment and attendance software.
9. Follow all administrative systems and procedures to ensure service quality.
10. Collaborate with stakeholders to improve systems and processes.
11. Contribute to the achievement of organizational goals and strategic plans.
12. Handle incoming calls for the organization.
13. Promote a customer-focused service culture.
14. Perform other duties as required within your skills and role scope.
15. Uphold organizational policies including Excellence in Service Delivery.
16. Comply with Work Health and Safety and Equal Employment Opportunity policies.
17. Maintain a clean and safe workspace following health and safety policies.
How to Apply
Please submit:
* A current resume
* A cover letter explaining why you are a good fit for this role
Join us and make a difference while enjoying a rewarding career. Safeguarding children is a core part of our organization, and we are committed to their safety and well-being through our Child Safe Framework and Values.
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