At a Glance
- Tasks: Support families with enquiries and manage direct debit processes in a dynamic environment.
- Company: Join YMCA Victoria, a leading organisation dedicated to community and belonging.
- Benefits: Enjoy flexible work arrangements, free gym access, and career development opportunities.
- Other info: Be part of a diverse team committed to child safety and wellbeing.
- Why this job: Make a real difference in children's lives while developing your skills.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 49 - 50 $ per hour.
Our Vision is a better tomorrow where all people can belong.
With over 5,000staff and volunteers, we deliver services at more than 150 locations every day, including: Children's Programs, Action Sports, Camps, Recreation and Youth Services.
About the Role
The Customer Care Representative – Children's Programs supports families and staff across YMCA Victoria's Early Learning Centres, Outside School Hours Care, and School Holiday Programs.
You'll manage a high volume of enquiries via phone, email, live chat, and ticketing, providing timely, accurate, and empathetic support.
A key focus is managing direct debit processes—monitoring dishonours, recovering missed payments, and maintaining financial accuracy to support families and maximise income.
Key Responsibilities
- Customer Service
- Handle enquiries across phone, email, chat, and tickets
- Support families with CCS, bookings, cancellations, and statements
- Build strong relationships with centres and internal teams
- Log, manage, and elevate customer interactions
- Conduct retention conversations with families wishing to cancel
- Debits & Debt Management
- Run and reconcile fortnightly direct debits
- Follow up dishonours and update payment details
- Proactively reduce rejections through data checks and contact
- Ensure billing accuracy and support debt reporting
- Admin & Enrolments
- Guide families through enrolments and booking steps
- Maintain accurate customer and lead records
- Track leads, follow-ups, and family feedback
- Complete recurring admin tasks to meet KPIs and deadlines
Flexible working arrangements working both from home and currently one day in our Box Hill state office (Wednesday).
The hourly rate of this position is $33.87 + Y staff benefits including free access to gyms and pools across the state.
Benefits
At the Y Victoria we value our people.
Working for us means you'll enjoy great work/life balance and a range of benefits which improve your wellbeing and help you develop as an individual, such as:
- Flexible working and rostering arrangements
- Opportunities for career development and growth
- Free access to gyms, recreation, and aquatics centres across the state
- Free access to the Virtual Y – online health and wellness
- Savings on health insurance, discounted cinema tickets & access to workplace banking benefits.
- Commitment to Child and Young People Safety
YMCA Victoria (the Y) has robust policies and practices to prevent harm to children and young people.
The Y is committed to identifying and removing potential risks and hazards.
All positions are subject to a satisfactory Police Check, Working with Children Check and a pre-employment medical declaration prior to commencement.
Y Victoria is an equal opportunity employer committed to diversity and social inclusion. We warmly welcome applications from individuals of all backgrounds.
Y Victoria are proud to be a 2026 Circle Back Initiative Employer, we commit to respond to every applicant.
Customer Care Representative – Children's Programs - Hybrid in Melbourne employer: The Y Victoria
At Kingswim Manor Lakes, we pride ourselves on being an exceptional employer that fosters a vibrant and supportive work culture. Our team enjoys flexible shifts, ongoing training, and the chance to make a meaningful impact on the lives of children and families in the community. With free access to YMCA facilities and a commitment to employee growth, we offer a rewarding environment for those passionate about customer service and community engagement.
