Role: Family Services Partner

Location: Murarrie, Brisbane

Employment Type: Full-time, Fixed Term until 1st April 2027

Make a Difference for Families Every Day - Join Goodstart as a Family Services Partner

At Goodstart Early Learning, we’re committed to giving children the best possible start in life. As Australia’s largest early learning provider and a not-for-profit social enterprise, everything we do is focused on supporting children, families and communities to thrive.

Our Role:

As a Family Services Partner, you'll play a key role in delivering high-quality, customer-focused support to families and centres across a range of contact channels.

This is a full-time, fixed-term position until 1 April 2027, reporting to the Operations Lead. You'll manage a high volume of enquiries across phone, email and digital channels, supporting both prospective families and existing families with enrolments, Child Care Subsidy (CCS), centre information, account enquiries and ongoing support throughout their journey with us.

This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and can confidently navigate multiple systems while delivering accurate, empathetic customer service.

Your Impact

• Be the first point of contact for families, delivering a professional, empathetic and solutions-focused experience
• Manage a high volume of enquiries across phone, email and digital channels
• Support prospective and existing families with enrolments, CCS, centre information,  account queries and centre transfers
• Respond to family concerns and complaints with empathy and professionalism, ensuring matters are accurately documented, appropriately escalated and coordinated with relevant teams.
• Accurately process transactions and maintain detailed records across multiple systems
• Navigate multiple platforms simultaneously to access, update and record information
• Meet service, quality and productivity KPIs within a structured contact centre environment
• Resolve enquiries efficiently, escalating complex matters where required
• Contribute to continuous improvement of processes and the overall family experience

What Goodstart Can Offer You

• Enjoy flexible work arrangements that support both your professional and personal commitments.
• 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

• Experience in a contact centre or high-volume customer service environment
• Strong communication skills, with the ability to show empathy, patience and professionalism in every interaction
• Experience responding to customer concerns in a professional, solutions-focused manner
• Confidence navigating multiple systems simultaneously while maintaining accuracy and attention to detail
• Strong administration and data entry skills, with a focus on accuracy and compliance
• Ability to multitask, prioritise and manage competing demands in a fast-paced environment
• Strong problem-solving skills with the ability to think on your feet and resolve enquiries efficiently
• A team-focused mindset with a positive, collaborative approach
• Resilience and adaptability when managing high volumes and complex enquiries
• Current QLD Working with Children Check or willingness to obtain

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 Faith in our Talent Acquisition Team via email recruitment@goodstart.org.au.

At Goodstart we are deeply committed to Reconciliation and encourage Aboriginal and/or Torres Strait Islander people to apply. For further information and support email deadlycareers@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.