Position Overview:

The School & Booklist Support Assistant plays a vital role in ensuring exceptional customer service and smooth operational support for our partner schools. In this position, you'll work closely with the Account Manager to deliver a high-quality experience for schools, while also collaborating with the Digital Team and Customer Success Department. Together, you'll ensure schools have the digital tools they need and that all support needs are met promptly, efficiently, and with a professional, solutions-focused approach.

Key Responsibilities:

● School Account Management:
Collaborate with the Account Manager to deliver exceptional customer service and personalised support.

● Booklist Coordination:
Assist schools in reviewing and finalising their booklists in a timely manner by providing guidance and assistance to staff, coordinators and the wider school community.

● Digital Resource Support:
Work closely with the Digital Team to troubleshoot and resolve any issues, provide user training, and ensure seamless access to digital content.

● Cross-Department Collaboration:
Work closely with the Account Manager to provide ongoing support and deliver tailored services to schools. Collaborate with the Customer Success Department to ensure schools receive the support they need to maximise the value of the resources and services provided.

● Training and Onboarding:
Support schools in onboarding new systems and tools, providing clear training on processes and digital content platforms. Ensure that schools are well-equipped to utilise available resources effectively. Stay up to date on industry trends, educational resources, and new product offerings.

● Customer Feedback & Continuous Improvement:
Collect feedback from schools and work with relevant teams to identify areas for improvement to ensure a positive and professional experience is realised at every interaction. Implement changes and enhancements to improve customer satisfaction and streamline processes.

● Reporting and Documentation:
Maintain accurate records of customer interactions, order statuses, data entry and service outcomes with the team and in the use of custom software. Provide regular updates and reports to the Account Manager and leadership teams.

● Marketing

Support the preparation of marketing materials and strategy to attract new schools and retain existing ones.

● Customer Service

Assist in the processing of orders, handle customer inquiries, and resolve any issues related to product availability or delivery. Maintain a strong understanding of the company’s product offerings, pricing, and promotions to effectively communicate with customers. Assist in processing returns, exchanges, and refunds.

Skills and Qualifications:

● Experience:
Experience in customer service, school administration, sales, publishing or managing educational resources is preferred. Previous experience in working across departments or supporting multiple teams is highly desirable. Adaptable and capable of working in a fast-paced environment with competing priorities.

● Communication Skills:
Excellent verbal and written communication skills, with the ability to communicate effectively with school staff and internal teams. Detail-oriented with a focus on delivering high-quality service.

● Organisational Skills:
Strong organisational and multitasking abilities, able to manage multiple accounts and projects simultaneously whilst maintaining a high level of accuracy.

● Tech-Savvy:
Proficient in using digital platforms, order management systems, and eLearning tools. Familiarity with educational publisher platform and digital resource platforms, CRMs (such as HubSpot) AI and marketing tools is an advantage. Proficient in the use of Google and Microsoft programs and software such as Excel is a must.

● Problem-Solving:
Ability to proactively identify challenges and implement effective solutions in collaboration with other teams. Ability to handle customer feedback or complaints and identify resolutions in a professional manner.

● Passionate about Education:

An interest in education, supporting schools and enhancing the educational outcomes of students.

Education & Qualifications:

● Minimum:
High school VCE or equivalent. A tertiary qualification in education, business, marketing, communications or a related field is an advantage.

● Desired:
Experience in education or working with school-based technology platforms is a plus.

About Us:
Lilydale Books is a leading supplier of educational books, resources, and learning materials to schools. We are committed to supporting the educational community by providing high-quality, relevant materials that foster learning and development. We are currently seeking a dynamic, customer-focused School Support Assistant to join our growing team.

What We Offer:

● Competitive salary and benefits package.

● Opportunities for career development and growth within the company.

● A positive, supportive and flexible work environment.

● Hybrid workplace

Position

● Full Time

If you are passionate about education and supporting schools we would love to hear from you.

Apply today or contact us for more information.