Customer Care Representative – Children's Programs - Hybrid
Location
Box Hill VIC 3128•Hybrid work
Full job description
Work options: Hybrid
Flexible working arrangements working both from home and currently one day in our Box Hill state office (Wednesday).
Join a Fun Professional Team
Our Vision is a better tomorrow where all people can belong. With over 5,000 staff and volunteers, we deliver services at more than 150 locations every day, including: Children's Programs, Action Sports, Camps, Recreation and Youth Services.
About the Role
The Customer Care Representative – Children’s Programs supports families and staff across YMCA Victoria’s Early Learning Centres, Outside School Hours Care, and School Holiday Programs. You’ll manage a high volume of enquiries via phone, email, live chat, and ticketing, providing timely, accurate, and empathetic support.
A key focus is managing direct debit processes—monitoring dishonours, recovering missed payments, and maintaining financial accuracy to support families and maximise income.
Key Responsibilities
Customer Service
Handle enquiries across phone, email, chat, and tickets
Support families with CCS, bookings, cancellations, and statements
Build strong relationships with centres and internal teams
Log, manage, and escalate customer interactions
Conduct retention conversations with families wishing to cancel
Debits & Debt Management
Run and reconcile fortnightly direct debits
Follow up dishonours and update payment details
Proactively reduce rejections through data checks and contact
Ensure billing accuracy and support debt reporting
Admin & Enrolments
Guide families through enrolments and booking steps
Maintain accurate customer and lead records
Track leads, follow-ups, and family feedback
Complete recurring admin tasks to meet KPIs and deadlines
Flexible working arrangements working both from home and currently one day in our Box Hill state office (Wednesday). The hourly rate of this position is $32.34 + Y staff benefits including free access to gyms and pools across the state.
At the Y Victoria, we are committed to empowering all Children and Young People to feel safe and be safe. As such, we ensure that all of our candidates are appropriately screened (including police check, working with children check and reference checks). To learn more about our commitment to safeguarding children and young people visit victoria.ymca.org.au
Benefits
At the Y Victoria, we value our people. Working for us means you’ll enjoy great work/life balance and a range of benefits which improve your wellbeing and help you develop as an individual, such as:
Flexible working arrangements
Opportunities for career development and growth
Free access to gyms, recreation, and aquatics centres across the state
Free access to the Virtual Y – online health and wellness
How to Apply
If this is you, click the Apply button.
Y Victoria is an equal opportunity employer committed to diversity and social inclusion. We warmly welcome applications from individuals of all backgrounds.
Y Victoria are proud to be a 2025 Circle Back Initiative Employer, we commit to respond to every applicant.