Job description
- Make a difference to young Australians through supporting their education
- Temporary full time position until July 2025 covering parental leave with the potential to extend
- Based in Brisbane CBD, flexible working arrangements available
The Smith Family is a children’s education charity that helps young Australians experiencing disadvantage to create better futures for themselves through harnessing the power of education.
We are seeking a Customer Service Coordinator to join our Learning for Life Contact Centre. Reporting to the Team Leader, Learning for Life Customer Support and working alongside dedicated, energised, and passionate team members, you will help support families Australia-wide by providing exceptional customer service. This is a hands-on role, where your proven experience in a Customer Support Contact Centre and dedication to supporting families will help you thrive.
About our role
You will be responsible for:
- Providing exceptional customer service to The Smith Family customers (mainly families), by responding to the Learning for Life Contact Centre enquiries (via phone, chat/messaging, email, and tickets).
- Supporting volunteers and other staff within the broader team.
- Accurate reporting and data entry on all customer service related work.
- Gathering and recording feedback from callers to help reshape the family experience.
- Identifying opportunities and providing proactive customer support and digital support to families.
About you
As well as passion for community, you will bring the following:
- Customer service experience, preferably in a contact centre setting
- Exceptional interpersonal skills: a professional, friendly and approachable manner
- Excellent communication skills; both written and verbal
- High level of attention to detail
- Strong computer skills including database management and other programs.
- Capable of working independently as well as the ability to work cooperatively in a team environment.
- Have or willing to obtain an employee Working With Children’s Check.
About our culture
The Smith Family has employees at the centre of its values and operations. We nurture a supportive and inclusive culture that enables people to achieve personal and professional goals, through collaboration and innovation. With a proven work-life balance, wellbeing and health are our top priorities. Enjoy many other benefits, such as tax concessions and flexible working arrangements.
If you are passionate about what you do, committed to make a difference and this sounds like your next role, please click apply, we’d love to hear from you. You may view the position description attached.
Please include in your application your CV and a cover letter addressing the following:
- Previous experience working in customer service within a contact centre environment.
- Why are you interested in this role?
- What are your 3 greatest strengths?
- What has been your biggest achievement while working for The Smith Family or in another customer support position?
- What do you consider to be important when working in a team?
For any other information, please contact Kathryn Chopping, Team Leader Learning for Life – Customer Support at [email protected] using the subject line: Customer Service Coordinator enquiry via EthicalJobs.
Due to the nature of this role, the successful candidate must be prepared to undertake a National Police Check and a Working with Children’s Check. We are an equal opportunity employer and are committed to principles of cultural diversity. Applications from people of Aboriginal and Torres Strait Islander descent are encouraged.
A position description is attached.