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 RoleThe 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 ResponsibilitiesCustomer ServiceHandle enquiries across phone, email, chat, and ticketsSupport families with CCS, bookings, cancellations, and statementsBuild strong relationships with centres and internal teamsLog, manage, and elevate customer interactionsConduct retention conversations with families wishing to cancelDebits & Debt ManagementRun and reconcile fortnightly direct debitsFollow up dishonours and update payment detailsProactively reduce rejections through data checks and contactEnsure billing accuracy and support debt reportingAdmin & EnrolmentsGuide families through enrolments and booking stepsMaintain accurate customer and lead recordsTrack leads, follow-ups,



and family feedbackComplete recurring admin tasks to meet KPIs and deadlinesFlexible working arrangements working both from home and currently one day in our Box Hill state office (Wednesday).
The hourly rate of this position is $***** + Y staff benefits including free access to gyms and pools across the state.BenefitsAt the Y Victoria we value our people.
Working for us means you'll enjoy excellent 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 arrangementsOpportunities for career development and growthFree access to gyms, recreation, and aquatics centres across the stateFree access to the Virtual Y – online health and wellnessSavings on health insurance, discounted cinema tickets & access to workplace banking benefits.Commitment to Child and Young People SafetyYMCA 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 **** Circle Back Initiative Employer, we commit to respond to every applicant.
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📌 Customer Care Representative – Children'S Programs - Hybrid (Melbourne)
🏢 The Y Victoria
📍 Melbourne