Job Description
521081
Varsity Lakes, QLD, 4227
Customer and Marketing
Permanent Full time
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Nurturing the greatness in every child - and in you.
Join one of Australia’s Largest Leading Early Education Providers!
At G8 Education, we’re on a mission to shape the future! With 400+ early education and care centres under 21 brands, our 10,000+ dedicated team members nurture over 42,000 children every day.
As an ASX listed growth company, we’re committed to empowering, rewarding, and supporting every team member – from our centre educators to our leadership and support team.
The Opportunity
Our Family Support Team plays a crucial role in the frontline operations of G8 centers, assisting families throughout the enrolment process, managing childcare subsidies and compliance, and ensuring a smooth transition into our centers.
As the National Family Support (FST) Manager, you will lead, support, and drive team success, taking responsibility for all aspects of FST and contact center operations. This role entails directly managing Regional Leads and overseeing a national cohort of FST agents dedicated to delivering exceptional customer support and experience, while also meeting productivity metrics throughout the early year’s enrolment lifecycle. This role can be based at either our Brisbane Support Office or our Gold Coast location.
Key Responsibilities
Every day brings new challenges and diversity to this role, as it is an integral part of the FST department's success and an essential component of our organisation's Senior Leadership Team. Your core responsibilities will include, but are not limited to:
Provide national leadership to Regional Leads and Family Support Team (FST) Agents to deliver operational performance aligned to network-wide enrolment demand and occupancy priorities.
Own the performance, optimisation and ongoing suitability of call centre systems, tools and reporting, partnering closely with IT to ensure reliability and minimise service disruption.
Lead a needs-led, consultative conversation approach that enables Agents to uncover family priorities, emotional drivers, decision barriers and timing, using insights to personalise follow-up, tours and enrolment pathways.
Embed a sales mindset grounded in care, trust and advocacy, ensuring strong conversion outcomes without pressure-based tactics.
Monitor productivity, utilisation, call quality, customer experience and conversion performance, translating insights into clear actions and delivering consolidated, executive-level reporting.
Identify and address conversion drop-off points across the enquiry-to-enrolment journey in partnership with Marketing, Centres and Operations.
Build and protect the reputation of the Family Support Team as a trusted, high-value partner to Centres, ensuring seamless handover, strong insight sharing and consistent representation of Centre values.
Establish clear service standards and ways of working that reinforce reliability, responsiveness and confidence for Centre leaders.
Proactively identify and resolve friction points between Centres and the FST to protect relationships, credibility and shared accountability for enrolment success.
Ensure high call quality and service standards through effective coaching, performance diagnostics and proactive system monitoring.
Lead, coach and develop Regional Leads to build capability, consistency and a high-performance, service-led culture across the team.
About You
You thrive in a fast-paced and engaging work environment, valuing strong partnerships, collaboration, and a commitment to excellence. As someone who takes ownership of outcomes, you embrace the complexity and challenges that come with this role, while maintaining an agile and result-driven mindset. To be successful in this role, you should possess the following skills and experiences:
At least 4 years of experience in a Contact Centre leadership role.
Proven ability to balance proactive agent monitoring tasks with responsive performance analysis, identifying trends, and resolving issues promptly to ensure an optimal customer experience.
Proficiency in operating call center technology platforms (experience with AWS Connect is desirable) and a willingness to learn specific contact center monitoring toolsets.
Ability to analyze technical data and conduct basic end-to-end diagnostic analysis.
Familiarity with CRM systems and their pivotal role in Contact Center operations.
Demonstrated professionalism and ability to maintain confidentiality.
Experience working in a fast-paced, multi-site organization.
Strong stakeholder management and relationship-building skills.
Exceptional written and verbal communication skills.
Excellent time management and organizational abilities.
Initiative-driven, capable of working independently, and confident in decision-making.
Hold a valid working with children check or willingness to obtain upon commencement.
Benefits at G8
Competitive salary package
Hybrid working conditions with 3 days in office and 2 from home.
You have the option to choose out of our two state-of-the-art support offices. Located Brisbane CBD and Central Gold Coast.
Career development opportunities as part of a large ASX-listed company
Access a 50% discount on early education and childcare fees at any G8 Education Centre.
Exclusive access to our G8 Rewards Program with benefits across more than 600 retailers, exclusive cash discounts and more!
Find out more here: G8 Education
United by purpose. Guided by values.
At G8 Education, we’re proud to celebrate, support, and inspire our 10,000+ team members as they make a lasting difference in the lives of children and their own.
Driven by our purpose “to nurture the greatness in every child to grow, thrive and learn” and guided by our values, we’re shaping bright futures for children, families, communities, and each other.
Our values: Safety First & Always, Thriving Together, Owning the Outcome, Being the Difference, Building Bright Futures.
Our Recruitment Process
G8 Education is a committed advocate for child protection, safety and wellbeing. We have a zero tolerance for any form of child abuse or harm. The safety and wellbeing of children will always be our priority, and all team members are expected to embrace this shared commitment.
Our recruitment process involves several checks including, the possibility of psychometric testing which will be discussed during the initial stage of the recruitment process.
We also may require a police check along with verification of qualifications and right-to-work status.
Please note the advertising closing date is indicative only. G8 Education reserves the right to close the advertisement before this date is reached. Therefore, it is encouraged that you submit your application as soon as possible.
Varsity Lakes, QLD, 4227
Customer and Marketing
Permanent Full time
Add to favourites
View favourites
Nurturing the greatness in every child - and in you.
Join one of Australia’s Largest Leading Early Education Providers!
At G8 Education, we’re on a mission to shape the future! With 400+ early education and care centres under 21 brands, our 10,000+ dedicated team members nurture over 42,000 children every day.
As an ASX listed growth company, we’re committed to empowering, rewarding, and supporting every team member – from our centre educators to our leadership and support team.
The Opportunity
Our Family Support Team plays a crucial role in the frontline operations of G8 centers, assisting families throughout the enrolment process, managing childcare subsidies and compliance, and ensuring a smooth transition into our centers.
As the National Family Support (FST) Manager, you will lead, support, and drive team success, taking responsibility for all aspects of FST and contact center operations. This role entails directly managing Regional Leads and overseeing a national cohort of FST agents dedicated to delivering exceptional customer support and experience, while also meeting productivity metrics throughout the early year’s enrolment lifecycle. This role can be based at either our Brisbane Support Office or our Gold Coast location.
Key Responsibilities
Every day brings new challenges and diversity to this role, as it is an integral part of the FST department's success and an essential component of our organisation's Senior Leadership Team. Your core responsibilities will include, but are not limited to:
Provide national leadership to Regional Leads and Family Support Team (FST) Agents to deliver operational performance aligned to network-wide enrolment demand and occupancy priorities.
Own the performance, optimisation and ongoing suitability of call centre systems, tools and reporting, partnering closely with IT to ensure reliability and minimise service disruption.
Lead a needs-led, consultative conversation approach that enables Agents to uncover family priorities, emotional drivers, decision barriers and timing, using insights to personalise follow-up, tours and enrolment pathways.
Embed a sales mindset grounded in care, trust and advocacy, ensuring strong conversion outcomes without pressure-based tactics.
Monitor productivity, utilisation, call quality, customer experience and conversion performance, translating insights into clear actions and delivering consolidated, executive-level reporting.
Identify and address conversion drop-off points across the enquiry-to-enrolment journey in partnership with Marketing, Centres and Operations.
Build and protect the reputation of the Family Support Team as a trusted, high-value partner to Centres, ensuring seamless handover, strong insight sharing and consistent representation of Centre values.
Establish clear service standards and ways of working that reinforce reliability, responsiveness and confidence for Centre leaders.
Proactively identify and resolve friction points between Centres and the FST to protect relationships, credibility and shared accountability for enrolment success.
Ensure high call quality and service standards through effective coaching, performance diagnostics and proactive system monitoring.
Lead, coach and develop Regional Leads to build capability, consistency and a high-performance, service-led culture across the team.
About You
You thrive in a fast-paced and engaging work environment, valuing strong partnerships, collaboration, and a commitment to excellence. As someone who takes ownership of outcomes, you embrace the complexity and challenges that come with this role, while maintaining an agile and result-driven mindset. To be successful in this role, you should possess the following skills and experiences:
At least 4 years of experience in a Contact Centre leadership role.
Proven ability to balance proactive agent monitoring tasks with responsive performance analysis, identifying trends, and resolving issues promptly to ensure an optimal customer experience.
Proficiency in operating call center technology platforms (experience with AWS Connect is desirable) and a willingness to learn specific contact center monitoring toolsets.
Ability to analyze technical data and conduct basic end-to-end diagnostic analysis.
Familiarity with CRM systems and their pivotal role in Contact Center operations.
Demonstrated professionalism and ability to maintain confidentiality.
Experience working in a fast-paced, multi-site organization.
Strong stakeholder management and relationship-building skills.
Exceptional written and verbal communication skills.
Excellent time management and organizational abilities.
Initiative-driven, capable of working independently, and confident in decision-making.
Hold a valid working with children check or willingness to obtain upon commencement.
Benefits at G8
Competitive salary package
Hybrid working conditions with 3 days in office and 2 from home.
You have the option to choose out of our two state-of-the-art support offices. Located Brisbane CBD and Central Gold Coast.
Career development opportunities as part of a large ASX-listed company
Access a 50% discount on early education and childcare fees at any G8 Education Centre.
Exclusive access to our G8 Rewards Program with benefits across more than 600 retailers, exclusive cash discounts and more!
Find out more here: G8 Education
United by purpose. Guided by values.
At G8 Education, we’re proud to celebrate, support, and inspire our 10,000+ team members as they make a lasting difference in the lives of children and their own.
Driven by our purpose “to nurture the greatness in every child to grow, thrive and learn” and guided by our values, we’re shaping bright futures for children, families, communities, and each other.
Our values: Safety First & Always, Thriving Together, Owning the Outcome, Being the Difference, Building Bright Futures.
Our Recruitment Process
G8 Education is a committed advocate for child protection, safety and wellbeing. We have a zero tolerance for any form of child abuse or harm. The safety and wellbeing of children will always be our priority, and all team members are expected to embrace this shared commitment.
Our recruitment process involves several checks including, the possibility of psychometric testing which will be discussed during the initial stage of the recruitment process.
We also may require a police check along with verification of qualifications and right-to-work status.
Please note the advertising closing date is indicative only. G8 Education reserves the right to close the advertisement before this date is reached. Therefore, it is encouraged that you submit your application as soon as possible.
💡 Quick Summary
Seeking a career-building opportunity? The National Family Support Team Manager position is now open for candidates interested in the Customer Care sector. This role in Varsity Lakes 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.
