This is a frontline customer support role, working within established systems, processes, and escalation pathways. You'll handle a high volume of customer enquiries during peak season- including booking changes, technical disruption impacts, and service issues, first point of escalations- ensuring every customer feels heard, valued, and supported. You'll work closely with the Customer Support Manager and your fellow team members, and partner with Operations, Technology, and Marketing and Offshore team where needed to resolve issues and maintain trust with families and clients.

Key responsibilities

Respond to customer enquiries across phone, email, social media, and online channels

You will be the first point of escalation

Handle bookings, booking changes, and general enquiries efficiently and accurately

Resolve customer issues with care, empathy, and professionalism, across multiple channels- including phone and email

Maintain explicit, friendly, and on-brand communication in every interaction

Meet response time and service standards during peak periods

Manage day-to-day customer issues and resolve where possible

Managing escalation of complex or sensitive cases

Flag technical disruption impacts or site issues through agreed channels





Maintain accurate records of customer interactions

Monitor and action customer feedback, complaint themes, and enquiry drivers

About you

Calm and confident under pressure, with the ability to manage a high volume of enquiries

Clear, empathetic communicator across phone and written channels

Strong attention to detail when managing bookings and customer records

Comfortable learning new systems and following established processes

Reliable, adaptable, and willing to support the team during busy periods

Available to work a rotating roster, including weekends, public holidays, and the Christmas peak period

What we offer

A competitive hourly rate, including weekend and public holiday rates

The opportunity to work with a business that creates Magical Memories for Families all around the country

Paid training and ongoing support from an experienced Customer Support Manager

A supportive, collaborative team environment

Opportunities to pick up additional shifts during peak periods

Social events, such as international food day, afterwork drinks, and more...

Close to public transport

Collaborative team – Work within a fantastic 'people first' culture

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