Job Title

National Family Support Team Manager role at G8 Education LtdThe OpportunityOur 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 ResponsibilitiesProvide 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 YouYou thrive in a fast-paced and engaging work environment, valuing strong partnerships, collaboration, and a commitment to excellence. 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 G8Competitive salary packageHybrid working conditions with 3 days in office and 2 from homeYou have the option to choose out of our two state-of-the-art support offices, located in Brisbane CBD and Central Gold CoastCareer development opportunities as part of a large ASX-listed companyAccess a 50% discount on early education and childcare fees at any G8 Education CentreExclusive access to our G8 Rewards Program with benefits across more than 600 retailersFind out more here: G8 EducationOur valuesUnited by purpose. Guided by values. At G8 Education, we celebrate, support, and inspire our 10,000+ team members as they make a lasting difference in the lives of children and their families. Our values are Safety First & Always, Thriving Together, Owning the Outcome, Being the Difference, Building Bright Futures.Our Recruitment ProcessG8 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 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.#J-18808-Ljbffr