Role: Family Services Advisor

Location: Murarrie, Brisbane

Employment Type: Full-Time Fixed Term (8 months)

As a Family Services Advisor, you’ll play a key role in supporting the day-to-day operations of our Family Services team, delivering exceptional service to families and centres while providing guidance and support to our Family Services Partners. You’ll be a first point of escalation for more complex enquiries, helping troubleshoot issues, maintain consistent service standards and ensure our team delivers a positive experience. You’ll also contribute to onboarding, coaching and capability building while working closely with the Operations Lead and wider team to identify opportunities to improve how we work.

Your Impact:

You’ll be a trusted point of support across Family Services, helping our team deliver a consistent, high-quality experience for families and centres.

• Be a first point of escalation for complex enquiries, using sound judgement to resolve issues or escalate when needed.
• Guide and support Family Services Partners through day-to-day troubleshooting, coaching and knowledge sharing.
• Lead by example, role modelling exceptional customer service and consistent ways of working.
• Help build capability across the team by supporting onboarding, development and sharing your expertise.
• Look for opportunities to improve processes and customer experiences, identifying trends and helping turn insights into better ways of working.

What Goodstart can offer you:

• Flexible work arrangements giving you choice about when and how work will be done in order to better manage your work and non-work needs
• Salary packaging benefits available through AccessPay (eligibility applies)
• Access to discounted childcare (up to 15%)
•  Fitness Passport - access to gyms and pools for you and your family at a heavily discounted price
• Discounted health care and access to employee wellbeing program with BUPA
• Exclusive discounts on travel, gym memberships, Apple and Dell products, and more.
• Free annual flu shot (optional)
• Option to purchase extra leave for even greater work life balance  
• First Nations Support and Cultural Leave
• Work for a company that has an aspiration to be globally recognised for early years practice and learning outcomes
• Gain significant investment in your growth and development with support, tools, training and experiences that will truly enhance the progress and outcomes for children in their earliest years.

You’ll bring to the table:

• Minimum 2 years’ experience in customer service or a contact centre environment, including managing complex enquiries
• Experience providing guidance, troubleshooting or informal coaching to colleagues
• Strong customer service skills with the ability to manage sensitive matters with empathy and professionalism
• Excellent verbal and written communication skills with strong attention to detail
• Confidence working across multiple systems and managing competing priorities
• Previous experience in a senior service, Advisor, Team Lead or escalation role will be highly regarded
• Experience with onboarding, training, service levels or continuous improvement will also be advantageous
• Current QLD Working with Children Check

• Willing to obtain a Certificate of Completion for the National Child Safety Foundation Training, completed via Geccko platform

How to apply

Click ‘Apply Now’ and submit your application.

We review applications as they are submitted. We encourage you to submit your application as soon as possible for your best chance to progress to the next stage of the process.

Have a question? Contact our Tash Murabi via email mmurabi@goodstart.org.au

If you are a placement agency or external recruiter, please refrain from submitting resumes to Goodstart unless you have a signed staffing agency agreement with us. Goodstart will not be responsible for or pay any placement fees for candidates submitted by agencies that are not approved suppliers. Any resumes received from agencies or external recruiters without an agreement will be reviewed by Goodstart and may be shared with our internal recruiting team for their reference.

Supporting our people and protecting our children

We’re an equal opportunity employer that is proud of our inclusive and diverse work environment. We know that Goodstarters from diverse cultures, backgrounds and experiences strengthen our teams and help us grow. We’re also deeply committed to Reconciliation and creating an environment where Aboriginal and Torres Strait Islander People feel a strong sense of belonging and connection.

Safety is our priority and we will take any action necessary to ensure that all children can feel safe and be safe, and are safeguarded from abuse, neglect and harm. As a Child Safe Organisation, all of our candidates must have or obtain a valid working with children check along with Certificate of Completion for the National Child Safety Foundation Training, completed via Geccko platform