Concierge Team Member

*This role can be based in Brisbane, Sydney, or Melbourne.

About our Concierge Team
Our Concierge Team is the first point of connection for families exploring Guardian. We’re the dedicated enrolments team—handling inbound and outbound calls, guiding families from enquiry to enrolment, and ensuring every interaction is warm, clear, and confidence-building.
  
We focus on truly understanding parents’ needs, having quality conversations, and highlighting what makes Guardian a trusted and supportive choice for families. Our work sets the tone for each family’s journey, helping them feel informed, welcomed, and excited about what’s ahead.

Guardian Early Learning Group has a fantastic opportunity for you to join our dynamic childcare company as a Concierge Team Member.

What we need:

• A warm, professional and articulate communicator with a passion for helping families.
• Confident managing a high volume of inbound and outbound calls (approx. 80/day).
• Strong organisational skills, with the ability to manage multiple tasks and changing priorities.
• Excellent critical thinking and problem-solving ability. Able to follow guidelines while adapting to unique family needs.
• Tech-savvy: comfortable working across multiple platforms, experience with applications such as Microsoft Office, Teams, QikKids, Rapid or Genesys Cloud is desirable
• Able to work quickly and efficiently – average call wrap-up within 4 minutes, and a minimum of 5 hours talk time daily.
• A collaborative team player who is open to feedback, eager to learn, and committed to self-improvement.
• Work across a rotating roster (earliest start 7am, latest start 10am), supporting changing business needs and centre operations.

If you’re ready to embark on a fun and engaging career that will leave a lasting impact on families, keep reading!

Responsibilities:

• Handle enrolment enquiries professionally and empathetically via phone, email, and other platforms.
• Promote Guardian and its centres with confidence and clarity. This is a sales-oriented role that goes beyond customer service; it involves understanding each family’s needs and confidently guiding them toward choosing the right Guardian centre.
• Assist families with centre tours, enrolment paperwork, bond payments, and provide follow-up support throughout the journey.
• Respond to objections thoughtfully and help families find the best solution based on their needs and preferences.
• Monitor and manage centre availability reports, ensuring up-to-date knowledge of opening hours and placements.
• Contribute to waitlist campaigns, SMS communications, Google review responses, and other outreach initiatives.
• Participate in regular feedback sessions, call quality evaluations, and team development activities.

What Will Help You Succeed

• Previous call centre or sales experience is highly beneficial.
• A proactive, curious, and motivated attitude – willing to learn and grow.
• Ability to touch-type and multitask while maintaining attention to detail.
• An interest in early childhood education and a genuine desire to support families.
• Comfort with performance metrics and working towards high standards

Apply now and become a valued member of our childcare family!

Guardian Childcare & Education values diversity in the workplace and is an equal opportunity employer. Diverse cultures, backgrounds and experiences strengthen our teams and help us grow. We are committed to providing a workplace where every person is valued, respected, and supported to progress.

At Guardian Childcare & Education, children’s safety and wellbeing are our top priority. We have zero tolerance for any form of abuse or harm. We rigorously screen all potential team members, requiring a 10-year verifiable resume, 5 years of direct manager references, and other security checks to ensure they meet our high standards.
*for those who have not been in employment that long, these expectations will be adjusted.