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Manager Customer Service
3 months ago
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 OpportunityAs the Manager, Customer Service, you will:
- Lead the delivery of customer advocacy at the Gold Coast's largest Vocational Education and Training provider. This pivotal leadership role will involve leading a large team of sales, service and administration staff to achieve student enrolment targets in both the domestic and international student market.
- Utilise strategic planning and strong operational skills to drive the modernisation and improvement of the Customer Service Unit (CSU).
- Shape the strategy, structure and work practices of the team to deliver exceptional service to customers and the Institute. We are seeking a highly experienced and inspirational leader with an ability to drive change, forge crossinstitute relationships and provide strong operational direction for our service function.
- Work closely with domestic sales and educational delivery teams.
This is a Temporary, Full-Time opportunity, to 30/06/2024 unless otherwise determined.
The position will be based primarily at Southport Campus, however you may be required to perform work at other TAFE Queensland campuses.
Key Responsibilities- Develop, lead and manage a cohesive, achievement focused Customer Service team to achieve Institute and work unit objectives.
- Work closely with the organisational change group to lead the improvement of workforce planning, workplace efficiencies and modern sales and servicing practices within CSU.
- Work closely with the Director, Domestic Business to develop service and sales strategies for the Customer Service Unit for new and repeat domestic and international business. Lead their implementation.
- Manage enrolment information by:
- Working closely with Marketing and Sales to plan for enrolment periods;
- Ensuring the timely loading of data into the Course Information System (CIS) for enrolment periods;
- Overseeing the maintenance and regular update of the CIS as required;
- Overseeing the production of detailed management reports of activities, offerings, acceptances and enrolment; and
- Monitoring trends and analysing and interpreting reports to improve performance.
- Oversee the management of the call centre and counter distribution/queuing resources, systems and processes.
- Liaise with management and other key internal stakeholders in relation to:
- Achievement of enrolment targets within timeframes;
- Changes in the marketplace affecting Institute performance; and
- Identifying new opportunities for product or market development.
- Manage the daytoday operations of the Customer Service Unit including:
- Prepare and monitor of the Unit's operational budget;
- Identify and implement professional development of staff;
- Performance management, counselling and staff discipline;
- Comprehensive staff induction; and
- Implementation of change management strategies.
- Maintain an understanding of the commercial aspects of TAFE including financial and business performance and any impact from external factors.
- Actively engage with industry, business and the community.
- Model and actively promote an ethical and safe work environment that supports a culture of zero harm and best practice regarding health, safety, wellness and sustainability.
Within the context of the role description above, the ideal applicant will be someone who has the following key capabilities:
- Demonstrated success in managing a customer service and sales business unit to achieve targets.
- Demonstrated success in the leadership of a service and sales team identified through high levels of staff satisfaction and individual performance.
- Experience in re-engineering key work processes and leading change to improve customer satisfaction or performance.
- Highly developed written and interpersonal skills including demonstrated liaison, consultation, networking, relationship management and negotiation skills.
- Displays flexibility and responsiveness and has the initiative, attitude and ability to thrive within a dynamic, challenging and c
