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Big Fat Smile Group LTD Logo Big Fat Smile Group LTD · Customer Service

Client Engagement Consultant

Australia, Wollongong · Job Posted January 07, 2026
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Job Description

Our Client Engagement Team at Big Fat Smile is our customer service hub ensuring families have a positive experience from initial enquiry through to the end of their enrolment. As part of the Client Engagement Team, the Client Engagement Consultant is the primary point of contact for families and staff regarding Child Care Enrolments, Fee’s and Government Rebates. The position is responsible for the administration and management of family accounts, payment processing and follow up of overdue accounts. The Client Relationship Consultant also provides basic training, advice, technical support to staff and families on the correct use of enrolment and attendance software. The Client Engagement Team offer exceptional customer support and response to families, colleagues and other stakeholders.

Job Responsibility

  • Primary point of contact for families and staff regarding Child Care Enrolments, Fee’s and Government Rebates
  • Responsible for the administration and management of family accounts, payment processing and follow up of overdue accounts
  • Provides basic training, advice, technical support to staff and families on the correct use of enrolment and attendance software

Requirements

  • Provide exceptional customer service to families and other stakeholders
  • Maintain family accounts and records within the Client Engagement system (Kangarootime)
  • Support families to have a positive enrolment journey and with any ongoing account enquiries
  • Administer and process direct debits and other methods of payment
  • Maintain accurate child attendance records for submission to the relevant Government Departments
  • Ongoing monitoring and active management of accounts
  • Support Centre Directors and staff with enquiries from families
  • Provide training for Centre Directors, staff and families on the use of key systems including online enrolment and attendance software
  • Adhere to all standardised administrative systems and procedures to support service delivery
  • Work in partnership with key stakeholders to continuously improve systems and processes
  • Participate in achieving the objectives of the Portfolio Business Plan and Organisational Strategic Plan
  • Answering telephone calls for the organisation
  • Champion a customer focused service culture
  • Other duties as required within the scope of the role and the skills and experience required for the position
  • Commitment to and promotion of organisational policies including Excellence in Service Delivery
  • Comply with Work Health and Safety and Equal Employment Opportunity requirements
  • Adhere to all Big Fat Smile policies and procedures
  • Maintain a clean and safe workspace and abide by workplace health and safety policies and procedures
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