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Form of workWe have an exciting opportunity for a full time Customer Care Team Leader to join our team.
This role will work within Our Patch Group, that encompasses School Plus located in Queensland and Our Patch Education located in Queensland, Victoria, and South Australia.
The role will be based in School Plus's beautiful new offices located in Eight Mile Plains with plenty of cafes around and free onsite parking. Plus, the optional work from home one day each week.
Join a motivated and energetic team of industry professionals to support you on your journey of G.R.O.W.th. Join the Our Patch Group today!
The Customer Care Team Leader will be responsible for leading our Customer Care team to achieve customer satisfaction by:
- ensuring a high level of professional customer across our Customer Care Team
- supporting families with enrolments and accounts, via phone and email
- determining the nature of calls and providing appropriate response/assistance
- overseeing, and assisting as required, with daily missing children checks ensuring all children booked to attend OSHC have been signed in or marked as absent each afternoon and contact parents to follow up in needed
- ensuring data integrity and customer privacy is maintained at all times
- overseeing the following service compliance activities completed by the Customer Care team: medical registers, emergency drills, Inclusion Claims, Responsible Persons Registers, First Aid Checklists, Additional Activity Sign Outs, Audits
- managing any escalations or areas of concern / customer complains raised by the Customer Care Consultants
- data analysis and reporting on attendances
- recording and tracking all customer interactions on the customer register
- being a subject matter expert on OWNA (booking system) and CCS (Childcare Subsidy)
- coordinating the sending of any bulk communications to parents
- assisting with strategic planning initiatives
- completing any ad hoc administrative duties as required
To be successful in this role you will need:
- Previous experience in a customer service-based environment
- Previous experience in accounts payable and receivable is highly desirable
- Excellent customer resolution ability
- Strong communication skills
- Solid administrational and MS Office competency
- have a strong work ethic, be self-motivated and the ability to work effectively both independently and within a team
- highly organised with strong analytical and negotiation capabilities
- a positive can-do attitude
Do you have what we’re looking for?
We are on the lookout for an individual who has a proven record in being able to multi-task in a fast-paced environment and not afraid to get in and get your hands dirty.
ABOUT US
Our Patch Group are specialists in providing high quality Outside School Hours Care Services and are committed to the safeguarding of children and young people from harm. We genuinely embrace integration and involvement within the School Community. Our programs have a focus around empowering children with choice and learning resilience and life skills. We have a reputation for striving for excellence with a focus on high quality in a growing industry.
About Safeguarding Children:
Our Patch Group is committed to protecting children from harm. We require all applicants to undergo an extensive screening process prior to appointment. The successful applicant is required to possess a current and valid ‘working with children check' or ‘Blue Card’ check and is subject to a satisfactory criminal history record check.
OUR VALUES
We create a patch for every child to grow. We also encourage everyone who is part of our team to G.R.O.W. We are Grounded, both as individuals and as a team, by being mindful and taking responsibility, as we build open, purposeful, and lasting Relationships, take Ownership of our roles and have pride in all that we do – in order to create endless opportunities for magic, imagination and Wonder.
