Casual Family Support Officer

Welcome to Mayfield Early Education!

We are committed to providing a safe, supportive, and inclusive environment for every child in our care. Our programs are designed to reflect the unique needs and character of the communities that we serve, and we strive to deliver high‑quality care and education that builds children’s independence, confidence, and a true sense of belonging.

Our approach is guided by our four core pillars:

• Connected by Community
• In Safe Hands
• Quality Education You Can Count On
• Home Away from Home
  

It’s an exciting time of growth at Mayfield, and we are seeking a dedicated and service focused Family Support Officer to join our team on a Casual basis. 

This role is central to delivering an exceptional experience for our Mayfield families, and our successful applicant will bring strong administrative capability, outstanding communication skills and a genuine commitment to helping families navigate their childcare journey with Mayfield

The Role

The Family Support Officer is responsible for managing family account administration, guiding families through enrolment processes, and resolving complex enquiries. You will play a key role in maintaining trust, supporting internal stakeholders, and ensuring the smooth operation of our service delivery.

Key Responsibilities

• Manage high‑volume inbound calls & emails, as well as making outbound follow‑ups to resolve outstanding matters.
• Provide clear guidance on enrolments, centre offerings, billing enquiries, and Child Care Subsidy (CCS) information.
• Troubleshoot and resolve account‑related or centre‑related issues, ensuring a complete and satisfactory resolution.
• Support internal stakeholders by providing administrative assistance to both Support Office and centre‑based teams.
• Maintain accurate and detailed records within the company CRM system.
• Stay informed on departmental updates, policy changes, and industry regulations.
• Contribute to continuous improvement by identifying recurring issues and recommending solutions.
• Meet established KPIs relating to response times, productivity, and customer satisfaction.

Who are we looking for?

• Not only are you an exceptional communicator, both written and verbal, but you have an innate ability to problem solve and remain calm under pressure.
• You are a CRM and technology chief, having used various systems in your previous customer service roles.
• Administration is your strong point, and your strong attention to detail ensures that your work is accurate and of an excellent standard.
• Furthermore, your polished time management skills allow you to juggle multiple priorities effectively and reach your deadlines consistently.
• Ideally, you have knowledge of the childcare sector, and an understanding of Child Care Subsidy (CCS) processes would be advantageous.
• We are looking for someone who is available to work flexible shifts, rotating between 6.30am and 5.30pm from Monday to Friday.
  

What’s on offer?

• Competitive hourly rate.
• Professional development and career growth opportunities
• Supportive team that values professionalism, compassion, and continuous improvement.
• Opportunity to work from home as well as in our Hawthorn office.
• An innovative, values‑driven organisation committed to high‑quality early education
• Free medical and wellbeing support for you and your family, 24/7 via our Sonder partnership.
• Employee recognition through award programs and service awards.
  

If you are looking for a role where you can have a positive impact on the experiences of our Mayfield families and community, all while supporting the success of our Centres, then this could be the opportunity for you!

Apply now.

Mayfield Early Education, including it’s Board, Management, Employees and Volunteers are committed to the safety, wellbeing, and inclusion of all children. Our organisation has zero tolerance for child abuse and neglect.  We strongly uphold our child safety policies & procedures, and we actively work to create a child-safe environment. As part of our commitment, all successful applicants will be subject to comprehensive background checks, including reference checks, Working with Children Check (WWCC), child protection training and other relevant screening as required. We expect all staff to uphold our values of respect, inclusion, and child protection always.

Mayfield Childcare Limited celebrates diversity in all its forms and are committed to creating an inclusive environment for every team member. We welcome applicants of all genders, orientations, races, and backgrounds, believing that the more diverse our team, the more we can teach the next generation about respect, equality, and fairness. Join us in shaping a brighter, more inclusive future for all.

Mayfield Childcare Limited acknowledge the traditional custodians of the land – the Wurundjeri people, and pay our respects to their Elders, both past and present.