Team Leader Administration

TAFE Queensland; Hervey Bay; On-site; AUD 90,000 - 110,000; Full time

Job summary

TAFE Queensland is seeking a Team Leader Administration in Hervey Bay to lead a multi-channel customer service team and oversee student administration processes. The role is temporary, full-time, and reports to the Manager, Student Administration.

You will guide staff, coordinate workloads, and drive continuous improvement in systems and workflows, with a focus on delivering exceptional student experience across campuses.

Qualifications

• No mandatory qualifications for this role.
• Desirable: Certificate III/IV or Diploma in Business, Administration or similar, or willingness to obtain qualifications.

Responsibilities

• Lead a team of customer service operators in daily functions and workload distribution across the Region.
• Motivate and coach the team through training, team building, and meetings; provide constructive feedback.
• Build internal network with stakeholders to ensure consistent access to customer information.
• Deliver quality customer service by negotiating and resolving conflicts and following up on feedback.
• Evaluate progress toward team goals; contribute to service level agreements.
• Interpret and communicate policies relating to student administration processes.
• Undertake research on business functions and review customer service processes for compliance.
• Understand commercial aspects and financial performance affecting the service area.
• Promote the organisation values and drive culture change.

Skills

Staff leadership

Customer service

Training & coaching

Communication

IT proficiency

Education

Certificate III/IV or Diploma in Business/Admin

Job description

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 theTeam Leader Administrationyou will be responsible for:

• Guiding, motivating and supporting your customer service team in delivering outstanding customer services across multi-channel communications.
• Participating in the development of new systems and processes to meet the ever-changing demands and needs of our customers.
• Providing responsive and effective student system support to regional end users, including the facilitation of training solutions, the coordination of help desk support and administration of system security access.

This position reports to the Manager, Student Administration.

This is a Temporary, Full-Time opportunity, for the period of 04 January 2027 to 30 June 2027unless otherwise determined.

The position will be based primarily at Hervey Bay however you may be required to perform work at other TAFE Queensland campuses.

Key Responsibilities

• Effectively lead a team of customer service operators in their daily functions including direct customer contact, distribution of workloads and staff rostering across the Region.
• Motivate and coach your team through scheduled training, team building activities and meetings, and provide constructive feedback to your team when required.
• Add value to our customer experience by building a strong internal network with relevant stakeholders to ensure a consistent and effective approach to the distribution and access of customer information.
• Provide quality customer service by negotiating and resolving conflict and following up feedback with both customers and team.
• Evaluate and report on progress of team goals and achievements contributing to strategic objectives and participate in the development of team service level agreements.
• Interpret, apply and communicate policies and procedures relating to student administration processes.
• Undertake research and development on matters relating to business functions and continually review customer service processes and workflows, ensuring compliance to policy standards and practices.
• Maintain an understanding of commercial aspects of TAFE Queensland including financial and business performance and any impact from external factors.
• Contribute to the success of transformation and cultural change through promoting and modelling the established values of Safety First, Working Together, Showing Initiative, Focussing on our Customer and Taking Responsibility.

How you will be assessed

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

• Display initiative, attitude and ability to thrive within a dynamic, challenging and changing customer service environment.
• Demonstrate ability in staff resource allocation, prioritisation of workloads, performance measuring and staff rostering to develop a highly effective customer service team.
• Demonstrate ability in leading, motivating and mentoring staff in achieving high efficiencies.
• Demonstrate skills in the application and utilisation of information technology-based applications to support business processes.
• Well-developed communication, interpersonal and conflict resolution skills with the ability to manage a range of internal and external clients in a customer service environment.

Mandatory Qualifications/Requirements

• There are no mandatory requirements for this role.

Highly Desirable Requirements

• Prior Customer Service and/or Administration, or similar experience would advantageous.
• Certificate III / IV or Diploma in Business, Administration or similar or willingness to obtain qualifications is highly regarded.

Job Reference Number: TQ2026-1053