Customer Support Coordinator, Learning for Life

• Make a difference to young Australians through supporting their education
• Permanent full-time position based in Brisbane CBD
• Immediate start available and flexible working arrangements

The Smith Family is a national children’s education charity that works with children and young people to overcome educational inequality caused by poverty – so they can thrive now and into their futures.

About the role

We are seeking a Customer Service Coordinator to join our Learning for Life Contact Centre. Reporting to the Learning for Life Contact Centre Team Leader and working alongside dedicated, energised, and passionate team members, you will help support families Australia-wide. 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. You’ll be a part of a high-performing, supportive and proactive team, working with families to help create better futures for the children we support.

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 and excellent communication skills; both written and verbal
• Ability and willingness to communicate effectively with compassion to support families and participants from a variety of backgrounds, including low socioeconomic status (SES), English as a second language (ESL) and low literacy
• 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
• Respect for individual differences and dignity
• Resilient, flexible, adaptive to change and accountable for work outcomes

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 including a complete care and safety platform, unlimited Employee Assistance and access to a huge range of fitness facilities with Fitness Passport

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.

In your application, please provide a response to the following questions: (Maximum 1-2 pages, bullet points is fine)

1. Why are you interested in this role with The Smith Family?
2. How do you stay motivated and maintain accuracy when doing repetitive tasks?
3. How do you manage change in the workplace?
4. What do you consider to be important when working in a call centre team?

For any other information, please contact Kathryn Chopping, Learning for Life – Customer Support Team Leader at Kathryn.Chopping@thesmithfamily.com.au.

Closing date: 1 December 2025

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.