Team Leader Customer Experience

William Angliss Institute; Melbourne; On-site; AUD 77,000; Full time

Benefits offered by this job

Reward and Recognition Programs

Learning and Development Opportunities

Employee Counseling Services

Education Assistance

Cultural Leave for Aboriginal or Torres Strait Islander people

Job summary

A leading educational institution in Melbourne is seeking a Team Leader for Customer Experience to oversee customer service operations and enhance student admissions. This full-time role offers a competitive salary of $77,690 plus benefits, under a fixed-term parental leave contract until October 2026. Ideal candidates will have strong leadership, organizational, and analytical skills with a commitment to student-focused service.

Qualifications

• Experience in a similar role with leadership responsibilities.
• Knowledge of admissions process regulatory requirements.
• Ability to analyze and manage sensitive information.

Responsibilities

• Oversee operations of on-campus customer service points.
• Develop and coordinate correspondence for applicants.
• Guide and support team members.

Skills

Leadership

Customer service

Interpersonal skills

Organizational skills

Problem-solving

Education

Relevant degree or equivalent experience

Job description

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• Commencing salary $77,690 per annum plus 12% superannuation and annual leave loading
• Full-time (38 hours per week)
• Fixed Term Parental Leave Contract until 11 October 2026

ABOUT THE ROLE:

We are seeking an experienced Team Leader to join the Information Centre team to oversee the operations of two on-campus customer service points, Reception and the Information Centre as well as mainline enquiries triaged via ZenDesk. Additionally this position will work closely with the Team Leader Admissions to improve application processes with a student experience focus.

Key duties and responsibilities include:

• Coordinate the domestic student admission lifecycle
• Maintain the conversion rate of acceptance on offer annually
• Develop and coordinate correspondence to send to applicants and students
• Provide guidance, support and leadership to direct reports
• Address concerns and issues in a timely manner
• Provide interpretation, information and guidance to students and applicants as required
• Provide data extracts and metrics for reports as required

Please view the position description for a detailed list of duties and responsibilities

APPLICATIONS CLOSE: Sunday 17 August 2025

Shortlisting for this position will commence immediately. We encourage you to apply promptly as the advertisement may close early should a suitable applicant be sourced.

HOW TO APPLY:

To be part of Australia’s largest specialist centre for foods, tourism, hospitality and events education and training, click on the 'Apply for this job'link to commence your application.

Please include in your application:

• A current resume;
• A separate document addressing each of the Key Selection Criteria mentioned below.

For each Key Selection Criteria, explain how you meet the Selection Criteria based on your current/previous work and life experience.

KEY SELECTION CRITERIA

1. Relevant Degree and experience; or

a). Lesser formal qualifications with substantial experience and specialist expertise or broad knowledge in technical and administrative fields; or

b). A suitable combination of relevant qualifications and experience.

2. Substantial experience in a similar environment with an emphasis on leading and developing a team.

3. Demonstrated broad knowledge and understanding of regulatory requirements as per ASQA, TEQSA, HESG, VRQA and other relevant bodies, particularly as it relates to the admissions process.

4. Well-developed interpersonal skills with the ability to communicate and liaise with people of different backgrounds and different management levels.

5. Demonstrated ability to analyse, investigate and problem solve sensitive information whilst maintaining confidentiality.

6. Highly developed organisational and administrative skills including the ability to coordinate various tasks.

7. Demonstrated behaviours that align with the William Angliss Institute Values.

WHAT WE OFFER:

• Reward and Recognition Programs
• Learning and Development Programs and Opportunities
• Novated leasing
• Employee Counselling Services
• Education Assistance and Study Leave Program
• Cultural and Ceremonial Leave for Aboriginal or Torres Strait Islander people

FURTHER INFORMATION:

For enquiries regarding this role please contact:

Kit Churchill

Supervisor Admissions and Customer Experience

Contact number: [phone]

ABOUT US:

William Angliss Institute is Australia’s largest specialist centre for foods, tourism, hospitality and events education and training. The Institute operates locally and internationally, delivering short courses and VET in Schools through to Certificate, Diploma, Degree and Masters Programs across its Melbourne, Sydney, Singapore and off-shore campuses and local and off-shore workplaces.

The Institute prides itself on its passionate and dedicated people who reflect the organisation’s values:

• Personal Responsibility
• Inspiration
• Empowerment
• Community
• Expertise

William Angliss Institute is a Child Safe organisation and the successful candidate will be required to submit an appropriate Working with Children Check card and National Police Check prior to commencement of employment.

The Institute is fully supportive of the principles of Equal Employment Opportunity. Applications from Aboriginal & Torres Strait Islander peoples, people with disabilities and people from culturally diverse backgrounds are encouraged.

The Institute is fully committed to providing a safe, culturally appropriate, and inclusive service for all people, regardless of their ethnicity, faith, ability sexuality, socio-economic status, gender identity or gender.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Education, and Administrative

• Industries

  Education Administration Programs, Education, and Higher Education

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