Role: Senior Customer Care Specialist (Senior XapCare Partner)

Location: Murarrie, QLD (Turrbal and Yuggera peoples)

Employment Type: Full-time, 12mth Fixed term Contract

Do you take pride in delivering exceptional customer service? Are you seeking a Monday to Friday role that supports work/life balance? Do you thrive in a dynamic, fast-paced environment?

Your Impact:

As a Senior Customer Care Specialist (known internally as Senior XapCare Partner), you will play a key leadership role in supporting our centre network and strengthening capability across the organisation.

You will be the first point of contact for childcare management and Xap system enquiries, taking ownership of complex issues and delivering timely, high-quality resolutions. Through onboarding, training and coaching, you will build confidence and capability in Centre Directors and teams, ensuring they can use our systems effectively in their day-to-day operations.

You will also identify trends, lead continuous improvement initiatives, and partner with stakeholders to enhance system functionality, tools and resources so our Goodstarters have the best possible experience.

Bring your energy, curiosity and commitment to great service, and make a real difference every day!

You will:

• Be customer focused with a friendly, inquisitive demeanour
• Onboard and train new XapCare Partners
• Support the XapCare Partners with knowledge and training
• Support Goodstart Centres with training where required
• Manage escalations to the Vendor (Xap)
• Liaise with stakeholders where required
• Have exceptional written and oral communication skills with adaptability
• Be able to manage multiple systems and excel in a high- paced, high-volume environment
• Be highly organised with attention to detail and a great work ethic
• Be tech savvy with a willingness to learn and grow your knowledge
• Have a passion for investigation and solving problems
• Have intermediate Microsoft Suite experience including Excel, Word, and Teams
• Liaise with internal teams to ensure accurate and timely processing of requests
• Be a team player with the ability to work autonomously when required
• Hold a QLD Blue card or be willing to obtain
• Reside in South East Queensland and have access to reliable transport

 Even better if you:

• Have knowledge of Xap or other childcare management system
• Have knowledge of the child care subsidy (CCS)
• Have understanding or awareness of the Inclusion Support Program (ISP)
• Have previous experience leading or mentoring others in a support or technical environment
• Demonstrate confidence in coaching, guiding and supporting team members

What Goodstart can offer you:

• Hybrid work arrangements giving you more work/life balance across a Monday to Friday roster - No weekends or late nights!
• Full training across our systems and platforms
• Excellent team culture based on collaboration and support
• The chance to make a real difference in the lives of our centre teams
• Personal and career growth opportunities with a strong emphasis on individual development
• Access to discounted childcare (up to 15%)
• 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 
• Salary Packaging benefits which reduce your taxable income to increase take home pay 
• 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

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. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples for all positions

Have a question? Contact our Talent Acquisition Team via email recruitment@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.

Posting Notes: MURARRIE, BRISBANE || QLD || Australia (AU) || | || No Early Childhood Qualification || Full-Time