Family Customer Experience

4 days ago

Wisbech PE UT, United Kingdom Blackberries Childcare Group Full time

Job Role: Family Customer Experience & Administration Coordinator

Salary: £11, £19,968.00

Hours: hours per week

Days: 3 - 5 days

Job Purpose:

Are you passionate about supporting families and creating exceptional experiences?

We are seeking a dedicated and proactive Family Customer Experience & Administration Coordinator to join our Childcare Group. This role is perfect for someone who thrives on helping families navigate the exciting journey of childcare, from initial enquiries through to settling in and ongoing support. You will play a crucial part in ensuring families feel informed, supported, and confident every step of the way.

This role combines customer service, administrative expertise, digital support, and family engagement, making it ideal for someone organised, empathetic, and enthusiastic about building positive relationships.

Key Responsibilities:

Family Onboarding & Enrolment:

  • Guide new families through the onboarding process, ensuring a smooth transition into our childcare group.
  • Coordinate enrolment, including paperwork, documentation, and payments.
  • Answer queries from prospective families via phone, email, and in person, providing clear and personalised support.
  • Schedule and conduct tours (virtual or in-person), showcasing our facilities, curriculum, and unique offerings.
  • Follow up with families to collect required documents, ensuring compliance with regulations.
  • Respond promptly and courteously to customer enquiries via phone, email, and other communication channels, maintaining high standards of phone etiquette.
  • Accurately input and update customer data within organisational databases, ensuring information integrity.

Family Support & Communication:

  • Act as the primary point of contact for families with enquiries or concerns.
  • Keep families informed about programs, events, and policy changes.
  • Provide reassurance and guidance during the settling-in period and beyond.

Engagement & Community Building:

  • Plan and coordinate family engagement initiatives, such as newsletters, workshops, or parent events.
  • Facilitate support networks and share resources to help families navigate childcare and parenting.
  • Represent the Childcare Group positively in all communications and community-facing events.

Administrative & Digital Support:

  • Assist with data entry, filing, and document preparation.
  • Collaborate with the finance team on payments, invoices, and fee-related queries.
  • Support families in setting up and using digital platforms (e.g., parent apps), resolving access or usage issues.
  • Audit and track attendance, registrations, and documentation to ensure accuracy and compliance.

Aftercare & Settling-In:

  • Conduct regular check-ins with families to ensure satisfaction and address concerns.
  • Support nurseries in providing first-month progress updates.
  • Assist families in booking consultations with their child's key worker and ensure ongoing support throughout their childcare journey.

What We're Looking For:

  • Exceptional communication and interpersonal skills.
  • Highly organised with strong attention to detail.
  • Comfortable working with digital tools and administrative systems.
  • Empathetic, patient, and family-focused mindset.
  • Ability to manage multiple tasks and priorities with professionalism.
  • Experience in childcare, education, customer service, or administration is preferred.

Job Types: Full-time, Part-time

Pay: £11,896.56-£19,968.00 per year

Expected hours: 18 – 30 per week

Benefits:

  • Additional leave
  • Childcare
  • Company events
  • Company pension
  • Employee discount
  • Free parking
  • Health & wellbeing programme
  • On-site parking

Work Location: In person

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