Your Opportunity

We have an exciting permanent full-time position available to join our Client Services team at TAFE Queensland’s Acacia Ridge Campus.

Join our team as a Client Services Coordinator (AO5) Contact Centre, where you’ll play a vital leadership role in guiding and supporting a dedicated team to achieve high-performance outcomes and deliver exceptional client service. This position reports to the Manager, Client Services

The position will be based primarily at the Acacia Ridge campus; however, you may be required to perform work at other TAFE Queensland campuses.

Key Responsibilities

• Lead and manage the multifunctional Contact Centre in the provision of exceptional client service to ensure a seamless client experience TAFE Queensland clients.

• Manage and monitor the day to day operations of Contact Centre, including multi-channel enquiries, enrolment, payments, outbound calls and information management activities, ensuring compliance with departmental financial and administrative policies and guidelines.

• Ensure information accessed by the Contact Centre team regarding products, services and enrolment procedures is timely, complete and accurate.

• Communicate effectively with internal and external clients and foster a culture of teamwork, collaboration and innovation within the team and across TAFE Queensland

• Establish client service standards and implement appropriate performance improvement processes to meet key performance indicators and strategic goals and objectives, including the development and review of team and individual performance plans.

• Provide tactical and operational advice in relation to trends in client issues, Client Relationship Management System (CRMS) functionality, client satisfaction, conversion and sales statistics and generate appropriate ad hoc and regular reports relating to a range of client issues

• Contribute to the achievement of TAFE Queensland quality policies by encouraging an environment where high quality work is achieved and supported by the adherence, development and continual improvement of quality systems documentation.

• Provide support to the Client Service Manager in the management and monitoring of financial and human resource activities, including coordination of recruitment and selection, casual engagements, leave processing, timesheets, professional development and budget actions.

How you will be assessed

Within the context of the role described above, the ideal applicant will be someone who has:

1. Proven success in leading a client service contact centre, including the achievement of organisational objectives, meeting deadlines and managing work priorities in a competitive environment.

2. Highly developed communication and interpersonal skills, including proven ability to effectively liaise, consult and negotiated with a broad range of internal and external client groups.

3. Demonstrated high level skills and experience in the development and application of quality assurance standards for processes, monitoring and improving, client service standards, client support and client satisfaction levels.

4. Demonstrated high level skills in the application and use of computerised information and telecommunication management software and systems to provide business process, client service solutions and reporting.

5. Demonstrated ability to manage and monitor financial, budget and human resource management activities and resources.

How to apply

If you’re interested in this role, click the ‘Apply’ button to submit your application via the TAFE Queensland Recruitment Portal. When submitting your application, please ensure you provide the following:

• A detailed resume.

• A cover letter that outlines your skills, abilities, knowledge and experience in response to the “How you will be assessed” criteria above (maximum of 2 pages in total); and

• The contact details for two referees (one of whom is your current supervisor).

Closing date: 9am, Wednesday 30 July 2025

Job Reference Number: TQ2025-636

For further information, please contact:

Sarah Hardgrave

Client Services Manager

0481 478 954

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 been named the Large Training Provider of the Year at the prestigious 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.

In TAFE Queensland, SkillsTech region, we have a strong focus on workplace culture, and we value employee collaboration, strong leadership and high performing teams. We believe that every employee has a role to play in “making great happen” through the embodiment of the following agreed behaviours in all that we do:

• Show gratitude

• Collaborate proactively

• We do what we say

• Solutions focussed