Job Description
Summer Hill Office Based | Monday - Friday 8.30am - 5.30pm
A vibrant and supportive team environment
Be part of an industry leading organisation going through an enormous expansion
Are you passionate about delivering exceptional customer service and supporting families through important milestones
Montessori Academy is seeking a professional, empathetic, and highly organised Customer Service professional to join our Family Care Team.
This role is central to supporting new and existing families throughout their childcare journey from initial enquiry through to ongoing care and support.
As a key point of contact for our families, you will manage enquiries received via inbound phone channel ensuring a seamless, responsive, and positive experience across our network of early learning centres.
The Company
Established in 2000, Montessori Academy is Australia's leading and largest provider of Montessori early childhood education for children under the age of six. Our vision is to provide our students with an early learning experience that prepares them, not only for school, but for life. With more than 20 campuses across Sydney, and many more in development, Montessori Academy provides excellent career development options, fantastic training and development programs, and a real opportunity to learn and grow. For us, excellence in education is a journey, and we're with you every step of the way. For more information see: www.montessoriacademy.com.au
About the Role
The Family Care Customer Service Member role is responsible for handling inbound calls from prospective and existing families, providing accurate information, reassurance, and guidance in a confident and empathetic manner.
You will be expected to:
Deliver an outstanding first impression that reflects the warmth and professionalism of Montessori Academy
Create a positive, solution-focused experience in every interaction
Build trust and rapport quickly with families
Take ownership of enquiries and follow through to resolution
Turn enquiries into meaningful engagement and support enrolment progression
This is a fast-paced, high-volume role that requires strong verbal communication skills, emotional intelligence, and the ability to remain calm and composed under pressure.
Key Responsibilities
Respond to inbound phone enquiries in a timely, professional, and engaging manner
Provide clear and accurate information regarding enrolments, availability, fees, Child Care Subsidy (CCS), and centre operations
Deliver a personalised and supportive experience for every family
Proactively identify opportunities to enhance the family journey
Manage call queues efficiently while maintaining accurate system records
Escalate incidents, complaints, or sensitive matters appropriately and promptly
Maintain strict adherence to privacy, confidentiality, and child safety standards
What We’re Looking For
Minimum 2 years’ experience in customer service, contact centre, or administration
Strong verbal communication skills
Confident handling inbound call volumes in a professional environment
High attention to detail and data accuracy
Ability to prioritise tasks and manage competing demands
Experience in childcare, education, or regulated industries highly regarded
Professional, empathetic, and customer-focused mindset
Why Join Montessori Academy?
Be part of a growing and respected early learning organisation
Make a meaningful impact on families during critical stages of their child’s development
Collaborative and supportive team culture
Ongoing professional development opportunities
A role that blends service excellence with purpose
A vibrant and supportive team environment
Be part of an industry leading organisation going through an enormous expansion
Are you passionate about delivering exceptional customer service and supporting families through important milestones
Montessori Academy is seeking a professional, empathetic, and highly organised Customer Service professional to join our Family Care Team.
This role is central to supporting new and existing families throughout their childcare journey from initial enquiry through to ongoing care and support.
As a key point of contact for our families, you will manage enquiries received via inbound phone channel ensuring a seamless, responsive, and positive experience across our network of early learning centres.
The Company
Established in 2000, Montessori Academy is Australia's leading and largest provider of Montessori early childhood education for children under the age of six. Our vision is to provide our students with an early learning experience that prepares them, not only for school, but for life. With more than 20 campuses across Sydney, and many more in development, Montessori Academy provides excellent career development options, fantastic training and development programs, and a real opportunity to learn and grow. For us, excellence in education is a journey, and we're with you every step of the way. For more information see: www.montessoriacademy.com.au
About the Role
The Family Care Customer Service Member role is responsible for handling inbound calls from prospective and existing families, providing accurate information, reassurance, and guidance in a confident and empathetic manner.
You will be expected to:
Deliver an outstanding first impression that reflects the warmth and professionalism of Montessori Academy
Create a positive, solution-focused experience in every interaction
Build trust and rapport quickly with families
Take ownership of enquiries and follow through to resolution
Turn enquiries into meaningful engagement and support enrolment progression
This is a fast-paced, high-volume role that requires strong verbal communication skills, emotional intelligence, and the ability to remain calm and composed under pressure.
Key Responsibilities
Respond to inbound phone enquiries in a timely, professional, and engaging manner
Provide clear and accurate information regarding enrolments, availability, fees, Child Care Subsidy (CCS), and centre operations
Deliver a personalised and supportive experience for every family
Proactively identify opportunities to enhance the family journey
Manage call queues efficiently while maintaining accurate system records
Escalate incidents, complaints, or sensitive matters appropriately and promptly
Maintain strict adherence to privacy, confidentiality, and child safety standards
What We’re Looking For
Minimum 2 years’ experience in customer service, contact centre, or administration
Strong verbal communication skills
Confident handling inbound call volumes in a professional environment
High attention to detail and data accuracy
Ability to prioritise tasks and manage competing demands
Experience in childcare, education, or regulated industries highly regarded
Professional, empathetic, and customer-focused mindset
Why Join Montessori Academy?
Be part of a growing and respected early learning organisation
Make a meaningful impact on families during critical stages of their child’s development
Collaborative and supportive team culture
Ongoing professional development opportunities
A role that blends service excellence with purpose
💡 Quick Summary
Seeking a career-building opportunity? The Customer Service Support Officer x2 position is now open for candidates interested in the Customer Care sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
