• Become part of our family and make a difference in the life of young Australians through supporting their education
• Connect with community
• Permanent, Full Time | Flexible working arrangements available

The Smith Family is a children’s education charity that helps young Australians experiencing disadvantage to create better futures for themselves through harnessing the power of education.

Embarking on our new five-year strategy, we are seeking an experienced Customer Support Coordinator to join our family. Reporting to the Customer Support Team Leader and working alongside dedicated, energised, and passionate team members, you will help in supporting families from all across Australia. This is a hands-on role, where your proven experience and dedication to supporting families will help you thrive. You’ll be a part of a high-performing, supportive and proactive team, working with families to help create better futures for the children we support.

About our role

You will be responsible for:

• Providing exceptional customer service to The Smith Family customers (mainly families), by responding to the Learning for Life Contact Centre enquiries (via phone, chat/messaging, email, tickets)
• Supporting volunteers and other staff within the broader team, by being available for the training and support of volunteers around customer service related activities. 
• Accurate reporting and data entry on all customer service related work
• Gathering and recording feedback from callers to help reshape the family experience..
• Identifying opportunities and providing proactive customer support and digital support to families.

About you

As well as passion for community and supporting families, you will bring the following:

• Customer service experience, preferably in a contact centre setting
• Exceptional interpersonal skills: a professional, friendly and approachable manner
• Ability and willingness to communicate effectively with compassion to support families and participants from a variety of backgrounds, including low-socioeconomic status (SES), English as a second language (ESL) and low literacy
• Ability and willingness to work as part of a team, you are responsible and accountable, working independently and in collaboration with your team members
• High level of attention to detail
• Strong computer skills including database management and other programs
• Capable of working independently as well as the ability to work cooperatively in a team environment
• Excellent communication skills; both written and verbal
• Accountability for work outcomes
• Respect for individual differences and dignity
• Demonstrated commitment to learning, developing skills and sharing knowledge and information
• Resilient, flexible and adaptive to change

Selection Criteria – Please address these 4 questions when applying for the role.  

1. Why are you interested in this role with TSF?
2. What are your 3 greatest strengths?
3. What has been your biggest achievement while working for TSF or in another customer support postion
4. What do you consider to be important when working in a team? 

About our culture

The Smith Family has employees at the centre of its values and operations. We nurture a supportive and inclusive culture that enables people to achieve personal and professional goals, through collaboration and innovation. With a proven work-life balance, wellbeing and health are our top priorities. Enjoy many other benefits, such as tax concessions and flexible working arrangements.  

If you are passionate about what you do, committed to make a difference and this sounds like your next role, please click apply, we’d love to hear from you.

You may view the position description here, or in the attachment below. 

For any other information, please contact Kathryn Chopping, Learning for life - Customer Support Team Leader at [email protected], using the subject line: Customer Support Coordinator enquiry via EthicalJobs.

Previous applicants, need not apply.

Due to the nature of this role, the successful candidate must be prepared to undertake a National Police Check and a Working with Children’s Check. We are an equal opportunity employer and are committed to principles of cultural diversity. Applications from people of Aboriginal and Torres Strait Islander descent are encouraged.