Family Care Onboarding & Retention Specialist Are you passionate about delivering exceptional customer service, building strong relationships, and helping families through one of the most important decisions for their child? Montessori Academy is seeking a proactive, empathetic, and results-driven professional to join our Family Care Team as an Onboarding & Retention Specialist. This is a dynamic role focused on guiding families through the enrolment journey, from initial enquiry to confirmed enrolment, while also supporting family retention and reducing vacancies across our network of early learning centres. If you enjoy combining customer service, relationship management, and strategic problem-solving, this is an exciting opportunity to make a meaningful impact. The Company Established in 2000, Montessori Academy is Australia's leading provider of Montessori early childhood education for children under the age of six. With more than 20 campuses across Sydney and many more in development, Montessori Academy offers excellent career development opportunities, comprehensive training programs, and the chance to grow within a rapidly expanding organisation. Our vision is to provide children with an early learning experience that prepares them not only for school, but for life. For more information see: www.montessoriacademy.com.au About the Role The Family Care Onboarding & Retention Specialist plays a critical role in driving occupancy growth, increasing enrolment conversions, and enhancing family satisfaction across our centres. You will manage the end-to-end enrolment process, support underperforming and ramp-up centres, and proactively engage families considering withdrawal to implement retention strategies. This role requires excellent communication skills, emotional intelligence, strong attention to detail, and the ability to work in a fast-paced, target-driven environment. Key Responsibilities As our Family Care Onboarding & Retention Specialist, you will play a pivotal role in helping families begin and continue their childcare journey while driving occupancy growth across our centres. Convert Enquiries into Enrolments Connect with prospective families and provide personalised guidance throughout the enrolment journey. Schedule centre tours and conduct timely follow-up to turn interest into confirmed enrolments. Prepare enrolment offers and support families to complete all required documentation. Maintain regular contact with waitlisted families and match them with suitable vacancies. Drive Occupancy Growth Identify priority vacancies and implement targeted strategies to fill places quickly. Support new, ramp-up, and underperforming centres to achieve occupancy targets. Analyse waiting lists, enrolment trends, and centre performance data to uncover opportunities. Maximise casual day opportunities using Kidsoft. Collaborate with the Marketing Team and Centre Managers to address occupancy challenges. Retain Families and Reduce Withdrawals Proactively contact families considering withdrawal to understand their concerns. Implement tailored retention strategies to preserve enrolments where possible. Re-engage inactive, withdrawn, and casual families to bring them back into care. Capture feedback and identify trends to improve the overall family experience. Deliver an Exceptional Family Experience Provide warm, professional, and solution-focused support at every interaction. Respond to enquiries promptly and accurately. Build strong relationships through empathetic and confident communication. Handle concerns and objections with professionalism and care. Ensure Accuracy and Compliance Maintain accurate CRM records, enrolment data, and family communications. Ensure all enrolment and compliance documentation is complete and audit-ready. Uphold privacy, confidentiality, and child safety standards at all times. Collaborate Across the Business Partner with Centre Managers and Nominated Supervisors to support enrolment and retention outcomes. Assist with classroom transition planning to create capacity aligned with demand. Provide insights on occupancy trends, conversion opportunities, and family feedback. Travel to centres and Head Office as required to provide operational support. What We’re Looking For Minimum 2 years’ experience in customer service, admissions, sales, retention, or administration Strong verbal and written communication skills Proven ability to build rapport and influence outcomes High attention to detail and data accuracy Strong organisational and time management skills Ability to analyse data and identify trends Professional, empathetic, and customer-focused approach Experience in childcare, education, or regulated industries highly regarded Why Join Montessori Academy? Join Australia's leading Montessori early childhood education provider Play a key role in supporting families and driving centre success Work in a collaborative and supportive team environment Receive comprehensive training and ongoing development Enjoy genuine opportunities for career progression Be part of an organisation undergoing significant expansion Apply Now If you are passionate about helping families, delivering exceptional customer experiences, and contributing to the growth of a purpose-driven organisation, we would love to hear from you. Join Montessori Academy and help families take the first step in their child’s educational journey.
