Support Services Manager | Early Learning Group | Albert Park

Explorers Early Learning

Looking for a Support Services Manager to join our team in Albert Park. Work alongside a great team in supporting our families and centres.

  • Exciting growth phase in well-established company
  • Fantastic team environment, Albert Park location
  • Permanent role, scope to develop
About the company:

We are a privately owned organisation, well established in the Childcare industry with strong growth plans to increase our overall workforce by 100% in the next 12 months.
The Support Services team is an integral part of the organisation, responsible for building strong relationships with our families and enabling our Childcare teams to focus on offering the best of care. The team welcomes new families and ensures a smooth enrolment process with exceptional customer service for all ongoing support needs.

About the role:

The successful Customer Support Manager will have proven experience in managing a contact centre environment combining sales, service and administrative functions.
They will be excellent in developing and nurturing improved performance to meet clear targets. They will set the overall customer engagement journey, constantly innovating to optimise processes for best in class outcomes for our families and the business.
They are a key member of the leadership group, contributing to overall organisational strategy. The successful candidate will build excellent relationships and work very closely with the Marketing, Operations and Finance teams.
Your day-to-day responsibilities are:
  • Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collecting and analysing call-centre statistics (Conversions, costs, customer service metrics etc.) and identify opportunities to improve them
  • Analysing business statistics to deliver strong outcomes for the business with regards. ie occupancy and debt across our centres.
  • Overseeing & optimising the Waitlist process to ensure strong relationships are built with families
  • Ensuring excellent customer service is provided to all families and measured via NPS
  • Managing complaints as needed
  • Managing childcare subsidy, kindergarten funding and inclusion support funding, ensuring compliance with legislation
  • System management – Salesforce, Xap
  • Working closely with Marketing, Finance and Centre Operations teams
  • Building an excellent customer service culture within the team
About you:

The successful Customer Support Manager will have a minimum 5 years experience managing a customer services team with exceptional outcomes.
You will also have:

  • Excellent interpersonal skills, with the ability to engage with stakeholders at all levels
  • Strong organisational and administrative skills, including excellent attention to detail, and the ability to work in a busy environment with competing priorities
  • Experience across digital channels
  • Experience forecasting workload and matching workforce to demand
  • Experience optimising processes
  • Experience using Salesforce
  • Excellent communication skills, both written and verbal
  • Strong problem solving ability
  • Strong financial and analytical skills
  • Childcare experience is desirable but not essential
Culture & Benefits:

We value our employees and offer ongoing professional development. We are excited to welcome you to Early Learning Group and look forward to receiving your application.