Customer Experience Officer

Northern Victoria Institute Of TAFE; City of Wodonga; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Professional development opportunities

Flexible work arrangements

Supportive workplace culture

Meaningful work

Job summary

Northern Victoria Institute of TAFE (NVITAFE) in Wodonga is hiring a Customer Experience Officer. You will be the first point of contact, delivering clear, accurate advice across phone, email, web chat and face-to-face channels to current and prospective learners.

You will work within the Community and Engagement Department to support enrolments and student experience, collaborating with training delivery teams and other stakeholders across NVITAFE.

Qualifications

• Diploma or suitable combination of qualifications and experience in a customer-focused role.
• Experience in a government-funded VET environment is preferred.
• Strong communication and interpersonal skills.

Responsibilities

• Provide high-quality customer service across channels to students and community.
• Respond to enquiries via phone, email, web chat and face-to-face.
• Manage workload to meet service standards and keep knowledge up to date.

Skills

Customer service

Communication

Empathy

Organisation

Autonomy

Education

Diploma

Job description

Full Time, Ongoing and Full Time, Fixed Term (June 2027) x 2 positions

Location: Wodonga

• Be the first point of contact for students and the community.
• Deliver high-quality customer service across multiple channels.
• Join a passionate team to deliver outstanding experiences to every learner.

About Northern Victoria Institute of TAFE (NVITAFE)

At Northern Victoria Institute of TAFE (NVITAFE), we’re building one connected organisation while continuing to deliver high-quality training and skills through the trusted GOTAFE and Wodonga TAFE brands.

NVITAFE operates across 11 campuses in Northern Victoria, and across a further 12 sites nationally to deliver training to the Australian Defence Force.

As one of Victoria’s largest regional TAFEs, with more than 1,000 employees and in excess of 14,000 students, we’re investing in our people, our capability, and the future of vocational education.

Every day, our people contribute to helping learners gain the skills, confidence and opportunities to transform their lives.

About the role

The Customer Experience Officer is a critical first point of contact for Wodonga TAFE, responding to a broad range of enquiries across phone, email, web chat and face-to-face channels.

In this role, you will provide clear, accurate and professional advice to a diverse range of clients, supporting them from initial enquiry through to course application. You will play an important role in ensuring a positive and consistent customer experience while contributing insights to help improve engagement and service delivery.

The position works within the Community and Engagement Department and collaborates closely with training delivery teams and internal stakeholders across the organisation.

Selected Duties:

• Provide high-quality customer service, support, advice and information to current and prospective clients.
• Respond to enquiries across phone, email, web chat and face-to-face interactions.
• Manage your own workload, priorities and time to meet service standards.
• Maintain accurate knowledge of course information, careers advice and Wodonga TAFE services.

This is a fantastic opportunity to join a collaborative team at an exciting time in the evolution of NVITAFE.

About you

You will bring:

• Relevant Diploma, or suitable combination of lesser qualifications and relevant experience.
• Demonstrated experience in a customer service or administrative role
• Strong communication skills with the ability to adapt your style to diverse audiences
• High levels of empathy, patience and professionalism
• Strong organisational skills and ability to work with a level of autonomy
• 1 - 3 years’ recent experience providing administration services under a managed government funded VET training environment.

We recognise that applicants may not meet every criterion listed in a Position Description. If you believe you have the capability to succeed in the role and can demonstrate relevant skills, experience or potential, we encourage you to apply.

What you'll need

Successful applicants will be required to provide:

• A current National Police Check (issued within three months of commencement)
• A current Employee Working with Children Check (or evidence of application)
• A current driver's licence where required.

Working at NVITAFE means being part of an organisation committed to making a positive difference in our communities.

We offer:

• a supportive and collaborative workplace culture
• professional learning and development opportunities
• meaningful work that supports students, industry and our communities
• the opportunity to help shape the future of one of Victoria's largest regional TAFEs.

We support flexible work arrangements and, where operationally appropriate, may offer options such as flexible start and finish times, hybrid work, part-time arrangements, job sharing or other flexible work options.

NVITAFE is committed to creating an inclusive workplace that reflects the diversity of the communities we serve. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, people from culturally and linguistically diverse backgrounds, women, LGBTQIA+ people, Veterans, and people of all ages, genders and identities.

Child Safety Commitment

Central to our values, NVITAFE prioritises the safety and wellbeing of young people, with Child Safety Officers on-site and Child Safety Policies. All staffmustcomplete Child Safe Training and obtain a Working with Children Check and a Nationally Coordinated Criminal History Check.