Team Leader, Student Administration & Customer Service

Queensland Government; Rockhampton Regional; Sur place; AUD 70 000 - 110 000; Plein temps

Résumé du poste

TAFE Queensland invites applications for the Team Leader Administration role, based primarily in Hervey Bay. This temporary, full-time position reports to the Manager, Student Administration and leads a customer service team across multi-channel communications.

You will develop processes, support regional end users, coordinate help desk activities, and ensure policy compliance while maintaining service levels and promoting the organisation's values.

Qualifications

• No mandatory requirements for this role.

Responsabilités

• 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.

Connaissances

Staff rostering

Customer service

Team leadership

Training facilitation

Stakeholder management

Policy interpretation

IT applications

Conflict resolution

Performance monitoring

Formation

Certificate III/IV or Diploma in Business Administration

Description du poste

TAFE Queensland invites applications for the Team Leader Administration role, based primarily in Hervey Bay. This temporary, full-time position reports to the Manager, Student Administration and leads a customer service team across multi-channel communications.

You will develop processes, support regional end users, coordinate help desk activities, and ensure policy compliance while maintaining service levels and promoting the organisation's values.