Customer Care Director - Children's Programs

Our Vision is a better tomorrow where all people can belong. With over 5,000 staff and volunteers, we deliver services at more than 150 locations every day, including: Early Learning Centres, Occasional School Hours Care; Camps, Recreation, Youth Services and Kingswim.

About the Role

The Customer Care Director leads the strategic direction, performance, and continuous improvement of the Customer Care function across all Children’s Programs. This role ensures customer service operations align with organisational objectives, regulatory requirements, and our commitment to service excellence.

You will drive the customer experience strategy, enhance enrolment and retention outcomes, and oversee the systems, processes, and people that support high‑quality service delivery. This includes hands‑on involvement in daily operations, supporting the Customer Care Manager, and ensuring the team delivers timely, accurate, and empathetic service across phone, email, live chat, and CRM channels.

Key responsibilities include:

• Leading a hybrid inbound/outbound Customer Care team to achieve service, sales, and enrolment targets
• Overseeing customer service, sales, financial, and administrative functions
• Managing stakeholder relationships with centre leadership, Y VIC executives, government departments, families, and prospective customers
• Ensuring efficient and compliant use of CRM, CCMS/Lead platforms, and POS systems
• Driving continuous improvement in processes, systems, and customer experience
• Supporting complaint management, resolution, and escalation processes
• Overseeing administration and direct debit operations to ensure accuracy and timeliness

This is a full time position where you’ll have a hybrid working model, between working from home, our State Office in Box Hill. The remuneration for this role is $86,349 plus super. 

About You

To be successful in this role you will be an experienced leader who thrives in a fast‑paced, customer‑focused environment. You bring a strategic mindset, strong operational capability, and a passion for delivering exceptional service. In addition to having a passion for service excellence and continuous improvement, you will have:

Proven experience in a leadership role within customer service, call centre operations, or client relations (ideally in education, childcare, or community sectors)

• Demonstrated ability to inspire, coach, and develop high‑performing teams
• Strong customer service and lead/enrolment experience
• Confident IT capability, including proficiency in Microsoft Suite
• Ability to quickly learn and navigate CRM, POS, and CCMS/Lead platforms
• Proven capability in complaint management and resolution
• Comfort working in a structured, target‑driven environment with challenging KPIs

At the Y Victoria, we are committed to empowering all Children and Young People to feel safe and be safe. As such, we ensure that all of our candidates are appropriately screened (including police check, working with children check, Medical declaration and reference checks). To learn more about our commitment to safeguarding children and young people visit victoria.ymca.org.au

Benefits

At the Y Victoria, we value our people. Working for us means you’ll enjoy great work/life balance and a range of benefits which improve your wellbeing and help you develop as an individual, such as:

• Flexible working arrangements
• Opportunities for career development and growth
• Free access to gyms, recreation, and aquatics centres across the state
• Salary packaging via third party vendor

How to Apply

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