Operations Support Officer

At Jabiru, you’re never just doing a job – you’re part of a team creating change, building belonging and making a lasting difference in the lives of children and communities.

Join a team with inclusive leaders, collaborative teams, and a culture of care that lets you show up as your whole self, every day.

We’re looking for an Operations Support Officer to join our Service Operations team. If you thrive in a fast-paced environment, love keeping things running smoothly, and want your work to have real impact, this role is for you. You’ll play an essential part in providing administrative and customer-facing support to our families and services.

Why you’ll love working at Jabiru

• Salary packaging options that help your pay go further — supporting you to live well while you uplift others
• Flexible hybrid working options, including work from home
• Discounted OSHC fees
• Access to a wide range of perks through the Employment Hero platform — including discounted movie tickets, gift vouchers, health insurance and more
• A team culture built on wellbeing, care, connection, and purpose

The role

The Operations Support Officer plays a key role in creating a positive, seamless experience for our families while supporting our services behind the scenes. The Operations Support team are the friendly first point of contact for family enquiries and provide essential administrative support across enrolments, CCS claims, waitlist management, billing, and day-to-day service delivery.

In this role, you’ll help ensure families receive timely, accurate, and professional support, while also strengthening the administrative processes that keep our services running smoothly, efficiently, and compliantly.

What you’ll be doing

Family Engagement & Enquiry Support

• Responding to family enquiries across phone, email and online channels
• Providing accurate information about enrolments, bookings, CCS, billing and service operations
• Maintaining a high standard of professionalism, customer service and confidentiality

Enrolments, CCS and Booking Management

• Processing new enrolments, booking changes, cancellations and waitlist movements
• Ensuring CCS claims and attendance records are correct and submitted within required timeframes
• Investigating CCS errors and liaising with families to resolve issues
• Maintaining accurate and up to date enrolment documentation
• Completing end of month CCS reconciliations

Billing and Account Administration

• Supporting families with billing enquiries, statements, and account adjustments
• Maintaining accurate data for accounts and payment records
• Escalating complex or sensitive billing matters appropriately
• Implementing policy aligned debtor management processes

Service Support and Coordination

• Supporting the Operations Team with reporting and service information updates

Communication and Reporting

• Ensuring consistent, accurate communication with families and service teams
• Contributing to administrative reporting, including enrolment statistics, CCS issues, and family trends
• Maintaining accurate records, logs, checklists, and administrative tracking documents
• Meeting organisational performance metrics for incoming calls and emails
• Identifying and supporting continuous improvement initiatives

About you

You’ll thrive if you are:

• Highly organised with strong attention to detail
• Experienced in administration, enrolment coordination or customer service support or similar roles
• Skilled in Microsoft 365 and comfortable working with data
• A strong communicator who builds positive relationships
• Able to juggle multiple priorities and meet daily deadlines
• Professional and confident handling sensitive information
• Familiar with OSHC, education, childcare or community services ([preferred but not essential)
• Familiar with CCS processes and childcare administration systems (eg Xap, QikKids), enrolments and billing (preferred but not essential)

What you bring

• A solutions-focused mindset
• Commitment to Jabiru’s mission, values, and child-safe culture
• A proactive approach to improving processes and supporting others
• Ability to demonstrate flexibility and support your team mates in a dynamic environment
• A genuine desire to make a positive difference

Our commitment to inclusion and child safeguarding

At Jabiru, everyone is welcome. We’re an equal opportunity employer and we celebrate the different backgrounds, experiences, and perspectives that make our team stronger. We’re committed to creating a safe, inclusive, and accessible workplace where everyone can thrive. This includes safeguarding children and young people, prioritising their wellbeing, and ensuring all team members contribute to a culture where children and colleagues alike feel safe, respected, and valued. We encourage applications from people of all ages, abilities, cultures, identities, and communities.

Ready to bring your best? Our best brings out their best – and we’d love you to be part of it.

Apply now and join a team where your work truly matters!