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Client Service Officer

3 months ago

Brisbane, Queensland, Australia TAFE Queensland Full time
Client Service Officer (AO3)
TAFE Queensland SkillsTech - Eagle Farm Campus
Permanent, Full-time

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.

We have recently been named the State Winner of the 2021 Large Training Provider of the Year at the prestigious Queensland 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 Client Service 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 one of the Client Services Coordinators.
This is a Permanent, Full-time opportunity.

The position will be based primarily at Eagle Farm 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.
  • 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.
How you will be assessed
The ideal applicant will be someone who has the following key capabilities:

  • Demonstrated knowledge or the ability to rapidly acquire extensive knowledge of products, services and operations and maintain currency of knowledge.
  • 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.
  • Demonstrated computer skills, including ability to efficiently utilise computerised information management, software and telecommunication systems and knowledge of online communication tools.
  • 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

  • A detailed resume;
  • A cover letter that outlines your known 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: 5pm, Monday 1 May 2023.

Job Reference Number:

TQ

For further information, please contact:

Donna Malone, Senior Client Services Advisor