Client Engagement Consultant in Wollongong, Australia

Client Engagement Consultant (Customer Service)

• Maximum term, Full time until May 2024

• 38 hours per week, Monday to Friday @ 7.6 hours per day

Working at Big Fat Smile, there’s a lot to smile about. The trust you’ll be given in exchange for your expertise. The freedom you’ll be given to make a difference and enrich the lives and minds of our children and families in their communities.

More than a job, this is an opportunity to make the world a better, brighter place. Get greater enjoyment from your work and make more of a difference in the lives of every child and family in their community in our child-first organisation.

Big smiles and bigger opportunities

We’re Big Fat Smile. A not-for-profit that plays a pivotal role in the lives of thousands of children and families across Australia. We’re early education enthusiasts, with 40+ community preschools, long day care centres, out of school hours care and vacation care, and a variety of community and inclusion programs. Each one dedicated to giving every child the best start in life. And each well-respected for the work it does.

What you will do

Our Client Engagement Team at Big Fat Smile is our customer service hub to ensure families have a positive experience from initial enquiry through to the end of their enrolment.

As part of the Client Engagement Team, the Client Engagement Consultant is the primary point of contact for families and staff regarding Child Care Enrolments, Fee’s and Government Rebates. The position is responsible for the administration and management of family accounts, payment processing and follow up of overdue accounts. The Client Relationship Consultant also provides basic training, advice, technical support to staff and families on the correct use of enrolment and attendance software.

The Client Engagement Team offer exceptional customer support and response to families, colleagues and other stakeholders.

What your work will involve

• Provide exceptional customer service to families and other stakeholders

• Maintain family accounts and records within the Client Engagement system (Kangarootime ).Support families to have a positive enrolment journey and with any ongoing account enquiries. Administer and process direct debits and other methods of payment.

• Maintain accurate child attendance records for submission to the relevant Government Departments.

• Ongoing monitoring and active management of accounts.

• Support Centre Directors and staff with enquiries from families.

• Provide training for Centre Directors, staff and families on the use of key systems including online enrolment and attendance software.

• Adhere to all standardised administrative systems and procedures to support service delivery.

• Work in partnership with key stakeholders to continuously improve systems and processes.

• Participate in achieving the objectives of the Portfolio Business Plan and Organisational Strategic Plan.

• Answering telephone calls for the organisation.

• Champion a customer focused service culture.

• Other duties as required within the scope of the role and the skills and experience required for the position.

• Commitment to and promotion of organisational policies including Excellence in Service Delivery.

• Comply with Work Health and Safety and Equal Employment Opportunity requirements.

• Adhere to all Big Fat Smile policies and procedures.

• Maintain a clean and safe workspace and abide by workplace health and safety policies and procedures.

How to apply

Please send us:

• A copy of your resume

• A cover letter that outlines why you are a good fit for the role

Join us and you’ll be smiling too, when you make more of a difference.

Safeguarding children is embedded in all we do. Through our Child Safe Framework and Values, we are committed to ensuring the safety and well-being of all children entrusted to our care.