Are you passionate about delivering exceptional customer service and supporting families through important milestones Montessori Academy is seeking a professional, empathetic, and highly organised Customer Service professional to join our Family Care Team. This role is central to supporting new and existing families throughout their childcare journey from initial enquiry through to ongoing care and support. As a key point of contact for our families, you will manage enquiries received via inbound phone channel ensuring a seamless, responsive, and positive experience across our network of early learning centres. The Company Established in 2000, Montessori Academy is Australia's leading and largest provider of Montessori early childhood education for children under the age of six. Our vision is to provide our students with an early learning experience that prepares them, not only for school, but for life. With more than 20 campuses across Sydney, and many more in development, Montessori Academy provides excellent career development options, fantastic training and development programs, and a real opportunity to learn and grow. For us, excellence in education is a journey, and we're with you every step of the way. For more information see: www.montessoriacademy.com.au About the Role The Family Care Customer Service Member role is responsible for handling inbound calls from prospective and existing families, providing accurate information, reassurance, and guidance in a confident and empathetic manner. You will be expected to: Deliver an outstanding first impression that reflects the warmth and professionalism of Montessori Academy Create a positive, solution-focused experience in every interaction Build trust and rapport quickly with families Take ownership of enquiries and follow through to resolution Turn enquiries into meaningful engagement and support enrolment progression This is a fast-paced, high-volume role that requires strong verbal communication skills, emotional intelligence, and the ability to remain calm and composed under pressure. Key Responsibilities Respond to inbound phone enquiries in a timely, professional, and engaging manner Provide clear and accurate information regarding enrolments, availability, fees, Child Care Subsidy (CCS), and centre operations Deliver a personalised and supportive experience for every family Proactively identify opportunities to enhance the family journey Manage call queues efficiently while maintaining accurate system records Escalate incidents, complaints, or sensitive matters appropriately and promptly Maintain strict adherence to privacy, confidentiality, and child safety standards What We’re Looking For Minimum 2 years’ experience in customer service, contact centre, or administration Strong verbal communication skills Confident handling inbound call volumes in a professional environment High attention to detail and data accuracy Ability to prioritise tasks and manage competing demands Experience in childcare, education, or regulated industries highly regarded Professional, empathetic, and customer-focused mindset Why Join Montessori Academy? Be part of a growing and respected early learning organisation Make a meaningful impact on families during critical stages of their child’s development Collaborative and supportive team culture Ongoing professional development opportunities A role that blends service excellence with purpose