Operations Coordinator, Customer Service
This position reports to the relevant Manager within the Customer Engagement portfolio. This is a temporary, full‐time role, effective until 31 December 2026 unless otherwise determined. The position will be based primarily at South Brisbane, although work may be required 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.
* Coordinate the daily operations of the Customer Service business area by allocating priorities, monitoring workflow, and identifying trends in customer service issues and behaviours.
* Support the Manager in supervising staff, including rostering and training, to ensure consistent delivery of high‐quality customer service.
* Facilitate customer requests efficiently by applying active listening, effective questioning, problem‐solving, negotiation, and conflict‐resolution skills, while adhering to business policies and procedures.
* Receive escalated customer interactions and provide constructive feedback and coaching to Customer Experience Officers.
* Collaborate and communicate effectively with internal teams, proactively seeking information and support to drive continuous improvement and achieve team objectives.
* Use a range of systems and platforms, including TechnologyOne, SMS, Dynamics 365, Amazon Connect, QFlow, and Microsoft 365 to maintain accurate and up‐to‐date customer service records for reporting and analysis.
* Contribute to a multi‐functional customer service team, supporting the development of team plans and the achievement of service level targets and agreements.
* Monitor, measure, and evaluate customer service performance, providing weekly reports and insights to the Manager.
* Ensure daily activities align with broader business operations and strategic goals.
* Participate in additional projects and initiatives as required.
How You Will Be Assessed
* Demonstrated skills in coaching staff, including the ability to review systems, procedures, and team performance to ensure operational effectiveness.
* Ability to interpret and manage workflows for resourcing, rostering, scheduling, and prioritising tasks within a dynamic service environment.
* Demonstrated motivational and leadership skills, including initiative, innovation, team building, and the ability to foster strong customer‐focused relationships.
* Highly developed interpersonal, negotiation, written and oral communication skills, with the ability to effectively engage with a diverse range of stakeholders, including current and prospective customers.
* Proficiency in using a variety of systems and platforms within a customer service environment, across both face‐to‐face and call‐centre operations.
Mandatory Qualifications / Requirements
There are no mandatory requirements for this role.
For Further Information
Kristy Carroll, Manager Applications and TAFE at Schools Administration
Closing date
5pm, 17 June 2026
Job Reference Number
TQ202-463
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