Operions Manager, Customer Engagement and Student Services

TAFE Queensland is the largest and most experienced Vocational Education and Training provider in the State, with a history of serving Queensland communities for more than 140 years.

At TAFE Queensland, we hold true to our values and keep our customers at the centre of everything we do. By living these values we continue to strengthen TAFE Queensland's reputation as a leading provider of high quality education and training. Our people are recognised for demonstrating these values in their everyday work: Safety First, Focusing on our customer, Taking responsibility, Showing initiative, Working together.

Permanent full-time Operations Manager, Customer Engagement and Student Services. This role is within the Business Innovation and Commercialisation team at TAFE Queensland's South Bank Campus.

• Contribute to strategic and operational planning processes to ensure the delivery of high-quality, cost-effective customer and student services that support vocational education and training outcomes.
• Lead and manage highly effective support services teams to deliver solutions that exceed market and customer expectations within a contemporary learning and services environment.

This position reports to the Director, Customer Engagement and Student Services.

Salary: $131,080.40 - $140,381.23 (gross) per annum plus 12.75% superannuation.

• Four (4) weeks recreation leave (accrued annually)
• Flexible work options (e.g., Purchased leave, compressed hours, telecommuting)
• 12.75% Superannuation and Salary packaging options available
• Wellbeing initiatives and social responsibility programs
• Access to Employee Assistance Program

• Promote and model the established values of Safety First, Working Together, Focusing on our Customer, Taking Responsibility and Showing Initiative to drive transformation and cultural change.
• Support the Director in general portfolio management, including development, planning and monitoring of the budget.
• Develop leadership capability of team managers in a high-performing, customer-focused portfolio that contributes to revenue targets and customer satisfaction.
• Maintain understanding of the commercial aspects of TAFE, including financial and business performance and external factors.
• Establish and maintain quality networks and relationships with internal and external key stakeholders.
• Engage with industry, business and the community to grow a customer-centric approach within an integrated sales and marketing environment.
• Monitor developments in technology, commercial trends and external factors to inform problem-solving and service innovation.
• Consult and negotiate with internal service providers to ensure required business outcomes are met.
• Manage and analyse KPIs related to student and customer satisfaction, using data to implement remedial actions.
• Drive employee development and facilitate inductions and mentoring; promote refresher inductions as required.
• Promote efficiency by reducing costs and improving outcomes; support a continuous learning and business improvement environment.

• Demonstrated ability to contribute to plans, strategies and KPIs.
• Ability to analyse client needs, set goals and manage resources to deliver high-quality results within timeframes.
• Ability to develop, lead, motivate and support work teams in a change environment with best-practice focus.
• Strong leadership with the ability to set a clear vision to achieve business outcomes.
• Highly developed interpersonal and communication skills including presentation, negotiation, influencing and listening.

Candidates who possess the following will be highly regarded:

• Tertiary qualifications in business and/or extensive industry experience.
• Knowledge of the Vocational Education and Training (VET) sector.
• Previous experience in managing teams.

To apply for this role, please provide the following

• a detailed resume including the contact details for two referees (one of whom is your current supervisor);
• a cover letter (maximum 2 pages) outlining your experience, skills and abilities and addressing the 'How you will be assessed' criteria.
• Applications must be submitted via TAFE Queensland's Recruitment Portal

Candidate applications may be considered for same or similar vacancies within 12 months of the original advertisement closing date.

Job Reference Number: TQ2025-841

For further information, please contact: Rachel Marshall, Director Customer Engagement and Student Services

Salary match Number of applicants Skills match

• Flexible work options
• Generous salary packaging & super contributions
• Professional development & study assistance
• Access to Employee Assistance Program
• Wellbeing initiatives
• Corporate discounts
• Diversity support and networks
• White Ribbon Australia Accredited Workplace

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