Customer Care Representative – Children's Programs
Flexible working arrangements working both from home and currently one day in our Box Hill state office (Wednesday).
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
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 $***** + Y staff benefits including free access to gyms and pools across the state.
At the Y Victoria we value our people.
Working for us means you'll enjoy outstanding 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 **** Circle Back Initiative Employer, we commit to respond to every applicant.
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📌 Customer Care Representative – Children'S Programs (Melbourne)
🏢 The Y Australia
📍 Melbourne