Customer Care Manager

The Y Victoria is creating a better tomorrow where all people can belong. With 150+ sites across the state, we deliver Early Learning, OSHC, Camps, Recreation, Youth Services and Kingswim programs.

We’re looking for an experienced Customer Care Manager 'Director' to lead our Customer Care function across Children’s Programs. You’ll drive customer experience, enrolment growth, and service excellence while supporting a high‑performing team across phone, email, live chat and CRM channels.

What You’ll Be Doing

• Lead a hybrid inbound/outbound Customer Care team
• Deliver service, sales and enrolment targets
• Oversee customer service, sales, financial and admin operations
• Partner with centre leaders, executives, government and families
• Ensure effective use of CRM, CCMS/Lead and POS systems
• Drive continuous improvement across processes and customer experience
• Support complaint management and escalation
• Oversee administration and direct debit accuracy

What You Bring

• Leadership experience in customer service, call centre or client relations
• Experience in education, childcare or community sectors (ideal)
• Ability to coach and develop high‑performing teams
• Strong customer service and enrolment background
• Confident IT capability and ability to learn new systems
• Proven complaint resolution skills
• Comfortable working to KPIs and targets

All roles at the Y Victoria require safety screening, including police and Working With Children checks, reference checks and Medical declaration.

Why You’ll Love Working With Us

• Flexible hybrid working
• Career development opportunities
• Free access to Y gyms, recreation and aquatics centres

Ready to Make an Impact?

If this sounds like you, click Apply and join us in shaping a better tomorrow. Please feel free to download a copy of the position description and be aware that the job title for internal and rostering purposes is Customer Care Director.