Customer Experience Officer

TAFE Queensland; Brisbane; Presencial; AUD 65.000 - 75.000; Jornada completa

Descripción de la vacante

TAFE Queensland Brisbane is seeking a Customer Experience Officer to deliver efficient administrative services to customers and staff, in line with policies and standards. The role spans enquiry handling, enrolments processing, and general information across campuses.

The positions include four full-time roles at SouthBank, one full-time at Loganlea, and one part-time at SouthBank, with potential work at other campuses. You will promote services and support transformation and safety initiatives.

Formación

• Proven ability to deliver consistent, professional customer service in a contact centre.
• Demonstrates effective time management and organisational skills.
• Able to build positive and effective team relationships and collaborate.
• High level literacy and numeracy with accurate data entry in multiple systems.
• Clear, effective communication and active listening skills.

Responsabilidades

• Provide administrative services to customers and staff in line with policies.
• Handle enquiries via telephone, webchat and enrolments processing.
• Represent TAFE Queensland Brisbane and promote the range of products and services.
• Coordinate customer requests in a contact centre and provide professional advice.
• Record information accurately to meet reporting, planning and service needs.

Conocimientos

Customer service

Time management

Team collaboration

Communication skills

Data entry

Herramientas

CRM software

Descripción del empleo

TAFE Queensland is proud to be the largest and most experienced Vocational Education and Training (VET) provider in the State. For more than 140 years, TAFE Queensland has delivered practical and industry-relevant training to provide students with the skills and experience they need to build lifelong careers. Our award-winning training is delivered on campus, online, and in the workplace to give people the skills they need to enrich their communities, support their industries, and strengthen their local economies.

By working at TAFE Queensland, you can be part of a highly experienced workforce that is closely connected with their industries and dedicated to delivering best practices and innovative training.

As the Customer Experience Officer, you will:

• Provide an efficient, effective and timely range of administrative services to customers and staff, in accordance with the organisation’s policies and customer service standards.

This position reports to the relevant Team Leader.

We have five temporary full-time opportunities and one temporary part-time opportunity until 25 June 2027 unless otherwise determined.

These positions are across the Eligibility, Customer Contact Centre and Customer Service Centre Teams and are located at the following TAFE campus locations:

• 4 x full-time positions (1 FTE) at our SouthBank Campus
• 1 x full-time position (1 FTE) at our Loganlea Campus
• 1 x part-time position (0.4 FTE) at our SouthBank Campus

However you may be required to perform work at other TAFE Queensland campuses.

Key Responsibilities

• Contribute to the success of transformation and cultural change through promoting and modelling the established values of Safety First, Working Together, Focussing on our Customer, Taking Responsibility and Showing Initiative.
• Contribute to providing continuous excellence in the delivery of Customer Service by participating in activities including but not limited to application processing, telephone enquiries, webchat processing and enrolments processing.
• Live a safety culture, lead by example and support the Health Safety and Environment Management System to Establish and maintain industry partnerships and models for student engagement to advance the standing and reputation of the organisation.
• Represent the organisation as the face of TAFE Queensland Brisbane, providing continuous excellence in the delivery of customer service received through a range of modes.
• Proactively promote the organisation’s range of products and services to increase sales conversions.
• Coordinate customer service requests and transactions in a contact centre environment, providing general information and professional advice ensuring customer needs are continuously met.
• Effectively and efficiently coordinate customers’ requests through effective listening, questioning, problem solving, negotiation and conflict management skills, following business policies and procedures at all times to analyse, respond to and resolve customer enquiries in a timely manner.
• Lead by example, displaying customer focused behaviours at all times, taking ownership and seeking solutions to resolve problems within level of delegation.
• Identify new business opportunities through inbound and outbound channels for the organisation.
• Ensure information is distributed in a timely manner by contributing to the relationship between the Customer Service Centre and other business units.
• Achieve individual key performance indicators and participate as an effective team member contributing to the collective achievement of service level and performance targets.
• Actively participate as a member of a multi-functional customer service team and contribute to the development of team plans and the collective achievement of service level targets/agreements.
• Continually develop skills and knowledge through participation in formal and informal training and professional development opportunities and assist with the delivery of operational training to team members and internal clients.
• Ensure customer information is recorded accurately, and that maintenance of recording systems provides for the availability of data to meet information, statistical, review, planning and service needs.
• Provide feedback that may contribute to improved efficiencies or customer satisfaction.

How you will be assessed

The ideal applicant will be someone who has the following key capabilities:

Within the context of the role description above, the ideal applicant will be someone who has the following key capabilities:

• Proven ability to deliver consistent, professional quality customer service in a contact centre environment, displaying the ability to elicit and analyse relevant information and provide accurate and timely responses to a range of culturally diverse customer requests.
• Demonstrates effective time management skills, including the ability to organise and prioritise work, while displaying attributes of initiative, responsibility and decisiveness to achieve team and individual key performance indicators.
• Proven ability to build and maintain positive and effective team relationships and contributes to the team success in a high volume, client and sales quality focussed environment, keeping clients informed and treating people with respect and courtesy.
• Demonstrates high level literacy and numeracy skills relevant to a contact centre environment, including data entry and the ability to use multiple computerised systems, consistently maintaining a high level of accuracy and meeting quality standards.
• Demonstrates the ability to communicate information clearly and effectively, displaying high level listening skills with the ability to clarify information and negotiate successful outcomes.

Mandatory Qualifications/Requirements

• No mandatory requirements for this role.

Highly Desirable Requirements

• No highly desirable requirements for this role.

Job Reference Number: TQ2026-1152

For further information, please contact:

Kristy Carroll, Manager, Applications and TAFE at School Administration