About the role
Symbos is supporting the recruitment process for a Customer Care Associate role with a leading OSHC and holiday programs provider. This opportunity is suited to a clear communicator who enjoys helping customers, solving enquiries efficiently and contributing to a high-quality service experience.
About the Client
Our client is a leading OSHC and holiday programs provider supporting families and care users across before-school, after-school and holiday care services. The Customer Care team plays an important role in helping parents manage bookings, understand account information, resolve payment or statement queries and make better use of self-service tools.
The Opportunity
We are looking for a Customer Care Associate to support families and care users with booking-related enquiries, cancellations, adjustments, payments, account updates and general customer care requests.
This is a fixed-term opportunity commencing 1 December 2026, offering the chance to join a customer-focused team and contribute to a high-quality service experience.
What Sets This Role Apart
- Fixed-term opportunity commencing 1 December 2026
- Support families and care users with bookings, cancellations, adjustments and general enquiries
- A service-focused position where every interaction supports the customer journey
- Opportunity to help parents make better use of the Parent Portal app and reduce repeat booking enquiries
- Work closely with internal Customer Care and operational teams
- Opportunity to work in a hybrid setup
Key Responsibilities
- Respond to inbound booking-related phone calls from customers
- Respond to booking-related emails efficiently and professionally
- Process new bookings, booking cancellations and booking adjustments
- Support parents and care users with general booking enquiries
- Update account information and assist with payment, payment plan, CCS and statement queries
- Promote the Parent Portal app and help customers understand the benefits of self-service
- Make outbound calls when required
- Manage customer queries in line with client practices and quality standards
- Resolve enquiries in a timely, helpful and accurate manner
- Meet KPI targets for productivity, quality and attendance
What We’re Looking For
- One to three years of inbound customer service experience is highly regarded
- Excellent English communication skills across phone and email
- Strong attention to detail, organisation and task management
- Ability to provide high-quality customer service to a varied customer base
- Good understanding of the customer journey and what service excellence looks like
- Proficiency with Microsoft Word, Excel, PowerPoint and Google tools
- Ability to work well within a large customer care team
- Confidence managing individual KPIs for productivity, quality, attendance and customer satisfaction
Nice to Have
- Experience supporting families, parents or care users in a customer service setting
- Familiarity with booking systems, customer portals, payment support or account administration
- Experience in OSHC, education, childcare, care services or a similar service environment
- Confidence promoting self-service tools or apps to customers
Who This Role Suits
This role suits someone who is customer-focused, patient, detail-oriented and confident communicating with parents and care users by phone and email.
You’ll thrive if you enjoy solving customer queries, working efficiently, contributing to a collaborative customer care team and helping families navigate booking processes and self-service tools.
Application Process
To apply, please submit your CV and a short note outlining your customer care experience. Shortlisted candidates will be required to complete an online assessment as part of the recruitment process.