Senior Customer Service Officer Permanent Full time | Based at Leichhardt We’re looking for a passionate and experienced Senior Customer Service Officer to join our team! If you have strong experience working with Childcare Management Systems and enjoy leading others to deliver exceptional service, we’d love to hear from you. This is a lead role where you’ll guide and support the team — please note, it’s not a training position . Join Sydney Catholic Early Childhood Services (SCECS) – where joy, service, and community come together to make a meaningful difference in the lives of children and families. Lead with purpose – guide and inspire a small, passionate team delivering outstanding service to families and educators across Sydney. Grow your career – enjoy professional development, supportive leadership, and opportunities to make your mark in a values-driven organisation. Make a real difference – be the friendly voice and helping hand for families, ensuring every child’s SCECS journey begins with joy and care. About Us At SCECS, we provide high-quality early learning and out-of-school hours care services across the Archdiocese of Sydney. Guided by our Catholic values and commitment to nurturing every child, we create environments filled with care, learning, and joy. Our Customer Service Team plays a vital role in this mission - supporting families, educators, and service leaders to ensure every interaction with SCECS is welcoming, professional, and uplifting. About the Role As our Senior Customer Service Officer, you’ll be the driving force behind a small, dedicated team of Customer Service Officers (CSOs) and a key support for our Centre Administration Officers. You’ll provide leadership, guidance, and day-to-day support to ensure our customer experience is consistently positive, efficient, and responsive. This role is ideal for someone who thrives on helping others, brings strong administrative and systems capability, and takes pride in delivering service excellence with warmth and professionalism. You will: Lead, support, and develop the Customer Service Officers. Mentor, support and develop the Centre administration officers located in our early childhood services, providing guidance and training to strengthen their administrative capability and deliver consistent, high-quality service. Be the first point of contact for families and services, resolving enquiries and concerns with empathy and care. Oversee enrolment and booking processes, maintaining accurate records in our child care management system (CCMS) - XAP. Provide expert advice on family accounts, billing, enrolment process enquiries, and Child Care Subsidy (CCS), including Additional Child Care Subsidy (ACCS) ensuring families receive accurate and supportive guidance. Manage multiple shared email inboxes in collaboration with the team and respond to phone enquiries promptly and professionally to maintain a high standard of customer service. Coordinate the setup of new services within the Child Care Management System (CCMS), ensuring accurate configuration and timely activation. Manage communications to families regarding Child Care Subsidy (CCS) updates, fee adjustments, and other general correspondence, maintaining clarity and consistency across all messaging. Collaborate closely with our Finance, Operations, and Service Delivery teams to ensure smooth and accurate customer support. Drive continuous improvement in our customer service processes and systems. About You You’re a people person with an eye for detail and a passion for service. You bring warmth and professionalism to every interaction and can balance empathy with efficiency. You enjoy leading others, solving problems, and making complex processes easier for families. You’ll have: Post-secondary qualifications in administration, business, or a related field. Demonstrated experience working with a Childcare Management System. Strong leadership skills with the ability to coach and guide others. Excellent communication and interpersonal skills – both written and verbal. A proactive, organised approach with the ability to juggle multiple priorities. A current Working with Children Check and National Police Check. Why Join SCECS? At SCECS, you’ll join a values-driven organisation where people are encouraged to bring joy, purpose, and compassion to their work every day. We offer: A welcoming, supportive and collaborative team culture. Opportunities for professional development and growth. The chance to make a genuine impact on families, educators, and children across our services. The satisfaction of knowing your work supports a mission grounded in kindness and community. Ready to Apply? If you’re ready to lead with heart and deliver exceptional service that truly makes a difference, we’d love to hear from you. Click the APPLY button today and submit your Resume. If you have any queries regarding the recruitment process please contact our Careers Team at scecs.careers@syd.catholic.edu.au Please note: Visa sponsorship is not available for this position. All applicants require current and valid working rights in Australia.
