Your Opportunity

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

As the Client Services Officer you will:

• Be a key member of the Client Services Team within the TAFE Queensland SkillsTech providing excellent client service and support to both internal and external clients through a variety of communication channels

This position reports to the Client Services Coordinator.

This position will be based primarily at Acacia Ridge however you may be required to perform work at other TAFE Queensland campuses.

Key Responsibilities

• Ensure day to day activities align with business operations by providing continuous and consistent excellence in the delivery of client services by building rapport and relationships with each client.

• Effectively and efficiently handle client service requests, complaints and transactions received via multi-channel communications (i.e. face to face, telephone, email and internet) and provide general information through using questioning, negotiation and fact-finding techniques to determine and clarify clients’ needs.

• Accurately & promptly process enrolments, enquiries and payments utilising computerised systems, including handling a variety of payments options and receipting manual or electronic payments.

• Act within position delegations and authorities to provide problem ownership, follow up, resolution and feedback to clients’ issues.

• Undertake research to identify and convert new business opportunities for TAFE Queensland SkillsTech in line with business development plans and key performance indicators, including:

Inbound call conversion from inquiry to enrolment, and

Outbound inquiry conversion campaigns.

Ensure information delivered to the client regarding the institute’s products, services, activities and initiatives is accurate, timely, complete and consistent by managing the relationships between client services and the appropriate business unit or team.

• Identify opportunities to expand or improve Client Services, monitor ongoing effectiveness, provide feedback to the team leader and report issues impacting on system integrity.

• Contribute to the achievement of client service standards, performance targets, participate in performance reviews and business improvement processes and practices.

• Maintain an awareness of and observe work practices designed to maintain a safe and healthy work environment.

• Train, supervise and provide direction and leadership to administrative staff in systems, procedure and process.

Benefits

• Four (4) weeks recreation leave (annual accrual)

• Flexible work options (e.g. Purchased leave, compressed hours, telecommuting)

• 12.75% Superannuation and Salary packaging options available

• Remote Area Incentive Scheme payments may be available to eligible candidates

• Locality Allowance

• Financial assistance towards relocation expenses may be available

• Professional development and study assistance available

• Wellbeing initiatives and social responsibility programs

• Access to Employee Assistance Program

• Access to private health corporate plans and corporate discounts (e.g. Fitness Passport, Apple products, Dell products, Lenovo products)

• Comprehensive Domestic and Family Violence (DFV) support options

• Work at Home Software (e.g. Adobe and Microsoft software)

• Employee discounts or deals related to work-at-home software, Apple products, Dell products, Lenovo products, fitness passports, and private health insurance.

• Annual staff recognition awards and years of service recognition

• Pride Network for LGBTQIA+ employees and allies

• Free car parking

How you will be assessed

1. Extensive knowledge or ability to rapidly acquire extensive knowledge of the institute’s products, services and operations and maintain currency of knowledge.

2. Demonstrated administrative and record keeping ability as well as the ability to acquire and apply knowledge of the institute's administrative procedures and policies.

3. Displays the initiative, attitude and ability to thrive within a dynamic, challenging and changing environment with the proven ability to work within a client focused team environment, prioritise work, meet deadlines and performance standards and contribute to performance improvement.

4. Demonstrated computer skills, including ability to efficiently utilise computerised information management, software and telecommunication systems and knowledge of online communication tools.

5. Demonstrated ability to utilise appropriate communication, interpersonal, client service, analytical and innovative problem-solving skills in order to create rapport, control client contact and achieve successful contact closure and performance targets in a client service environment.

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: 9:00am, 22 September 2025

Job Reference Number: TQST2025-831

For any questions about the role, please contact:

Duane Sofos

Client Services Coordinator

Email: [email protected]

If you have questions about workplace adjustments, accessibility, or our commitment to creating a diverse and inclusive workplace, please contact:

Amanda Laing

People & Culture

Phone: 07 3244 0765

Email: [email protected]

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 the at we do:

• Show gratitude

• Collaborate proactively

• We do what we say

• Solutions focussed