About TAFE Queensland
TAFE Queensland is proud to be the largest and most experienced Vocational Education and Training 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. TAFE Queensland has been named the Large Training Provider of the Year at the 2023 Australian Training Awards. Our training is delivered to students and apprentices on-site, online, in the workplace, or on-campus 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 closely connected with their industries and dedicated to delivering best practices and innovative training.
Your Opportunity
As the Team Leader, Administration with TAFE Queensland, you will be responsible to:
1. Guide, motivate, and support your customer service team in delivering outstanding customer services across multi-channel communications.
2. Participate in the development of new systems and processes to meet the ever-changing demands and needs of our customers.
3. Provide 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, until 29/05/2026 unless otherwise determined.
The position will be based primarily at Bundaberg; however, you may be required to perform work at other TAFE Queensland campuses.
Key Responsibilities
1. 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.
2. Motivate and coach your team through scheduled training, team building activities, and meetings, providing constructive feedback when required.
3. 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.
4. Provide quality customer service by negotiating and resolving conflicts and following up on feedback with both customers and team.
5. Evaluate and report on the progress of team goals and achievements, contributing to strategic objectives and participating in the development of team service level agreements.
6. Interpret, apply, and communicate policies and procedures relating to student administration processes.
7. Undertake research and development on matters relating to business functions and continually review customer service processes and workflows, ensuring compliance with policy standards and practices.
8. Maintain an understanding of the commercial aspects of TAFE Queensland, including financial and business performance and external factors.
9. Contribute to the success of transformation and cultural change by promoting and modeling the established values of Safety First, Working Together, Showing Initiative, Focusing on our Customer, and Taking Responsibility.
How You Will Be Assessed
The ideal applicant will have the following key capabilities:
1. Display initiative, attitude, and ability to thrive within a dynamic, challenging, and changing customer service environment.
2. Demonstrate ability in staff resource allocation, workload prioritization, performance measurement, and staff rostering to develop a highly effective customer service team.
3. Demonstrate ability in leading, motivating, and mentoring staff to achieve high efficiencies.
4. Demonstrate skills in utilizing information technology-based applications to support business processes.
5. Possess well-developed communication, interpersonal, and conflict resolution skills to manage internal and external clients effectively.
Mandatory Qualifications/Requirements
There are no mandatory requirements for this role.
Highly Desirable Requirements
1. Prior experience in Customer Service and/or Administration or similar roles is advantageous.
2. Certificate III / IV or Diploma in Business, Administration, or similar, or willingness to obtain such qualifications, is highly regarded.
How To Apply
If interested, click the 'Apply' button to submit your application via the TAFE Queensland Recruitment Portal. Please include:
1. A detailed resume;
2. A cover letter outlining your skills, abilities, knowledge, and experience related to the assessment criteria (maximum 2 pages);
3. Contact details for two referees (one of whom is your current supervisor).
Closing date: 4:00 pm Wednesday, 21 May 2025
Job Reference Number: TQ2025-430
For Further Information, Please Contact
Email: recruitment.eastcoast@tafeqld.edu.au
Occupational group: Administration
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