Customer Support Coordinator, Learning for Life

• Help young Australians to improve their long-term educational outcomes
• Temporary full-time position until May 2025 with potential to extend, based in Brisbane CBD, QLD
• Flexible working arrangements

The Smith Family is a national children’s education charity that works with children and young people experiencing poverty to overcome their circumstances and reach their full potential by providing holistic, long-term support for their education.

About the role

We are seeking a Customer Support Coordinator, Learning for Life 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: 

• Provide 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)
• Support volunteers and other staff within the broader team. 
• Provide accurate reporting and data entry on all customer service related work.
• Gather and record feedback from callers to help reshape the family experience.
• Identify opportunities and provide 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, to support families and participants from a variety of backgrounds with respect and dignity.
• Ability and willingness to work as part of a team, you are responsible and accountable, working independently and in collaboration with your team members.
• High level of attention to detail.
• Strong computer skills including database management and other programs.
• Resilient, flexible and adaptive to change.

Our benefits

Employees are at the centre of The Smith Family’s values and operations. By joining our team, you can expect to: 

• Find balance; with flexible work options and opportunities to purchase additional annual leave.
• Maximise your take home pay; with salary packaging, as well as opportunities to save with discounts at retailers across the country.
• Fulfill your potential, with excellent career opportunities, a suite of development programs and a dedicated learning and development platform.
• Feel you belong; with inclusive leave options, including paid parental, cultural and gender affirmation leave.
• Thrive; with support for you and your family’s mental and physical health with a complete care and safety platform with unlimited Employee Assistance.   

About us

The Smith Family is a national children’s education charity with a vision of a world where every child has the opportunity to change their future, no matter their circumstances. We believe that education is one of the most powerful change agents, and we work with young Australians to overcome educational inequality caused by poverty – so they can thrive now and into their futures.

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 here. 

Selection criteria - please address the following questions in your cover letter when applying for the role.

1. Why are you interested in this role with TSF?
2. What are your 3 greatest strengths?
3. What has been your biggest achievement while working for TSF or in another customer support position
4. What do you consider to be important when working in a team?

Closing date: 30 November 2024

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.