Team Leader Customer Experience

4 days ago

Melbourne City Centre, Australia William Angliss Institute Full time

**Commencing Salary $73,772 per annum plus 11% superannuation and annual leave loading**:

- ** Ongoing and Full-Time Opportunity**:

- ** On Campus Based Position**

**About the role**:
We are currently seeking a ‘people person’ to combine their high quality customer service skills with experience in leading a high performing team to coordinate the Institute’s frontline services.

Leading a dynamic team of Customer Service and Customer Experience Officers, you will be responsible for the operation of two on-campus customer service points (Reception and the Information Centre), and mainline enquiries triaged via ZenDesk.

Along with overseeing the provision of timely and accurate student services, you will support the domestic admissions processes through lead conversion, providing course information, and assisting with pre-purchase decision making.

**Key duties and responsibilities**:

- Deliver of high quality customer service within the Institute’s Student Experience Framework, Customer Service Charter, and internal “I Care” standards.
- Lead a routine Quality Assurance schedule and one-on-one coaching sessions with frontline team member's to assess performance, identify development opportunities, ensure support and address gaps in skills and knowledge.
- Maintain a working knowledge of all relevant funding contract and legislative requirements (such as ASQA, VFC, TEQSA, HESG along with the Spam Act 2003 and Privacy and Data Protection Act 2014) to ensure business operations are compliant.

**Please view the **position description** for further information about the duties and responsibilities required for the role.**

***

**Employee benefits**:

- Reward and Recognition Programs
- Learning and Development Opportunities
- Myki Commuter Club
- Onsite Medical Centre
- On Campus Café and Restaurant
- Novated leasing
- Employee Counselling Services

**Applications close: Thursday 18 April 2024 at 5pm**

**How to apply**:

- A current resume;
- A separate document addressing each of the below **Key Selection Criteria. **_Please write one paragraph for each Key Selection Criteria, explaining how you meet the Selection Criteria based on your current/previous work and life experience._

**Key Selection Criteria**:

- Relevant Degree and experience; or lesser formal qualifications with substantial experience and specialist expertise or broad knowledge in technical and administrative fields; or a suitable combination of relevant qualifications and experience.
- Substantial experience in a similar environment with an emphasis on leading and developing a team.
- Demonstrated broad knowledge and understanding of regulatory requirements as per ASQA, TEQSA, HESG, VRQA and other relevant bodies, particularly as it relates to the admissions process.
- Well-developed interpersonal skills with the ability to communicate and liaise with people of different backgrounds and different management levels.
- Demonstrated ability to analyse, investigate and problem solve sensitive information whilst maintaining confidentiality.
- Highly developed organisational and administrative skills including the ability to coordinate various tasks.
- Demonstrated behaviours that align with the William Angliss Institute Values.

**Further information**:
**About us**:
William Angliss Institute is Australia’s largest specialist centre for foods, tourism, hospitality and events education and training. The Institute operates locally and internationally, delivering short courses and VET in Schools through to Certificate, Diploma, Degree and Masters Programs across its Melbourne, Sydney, Singapore and off-shore campuses and local and off-shore workplaces.

The Institute prides itself on its passionate and dedicated people who reflect the organisation’s values:

- Personal Responsibility
- Inspiration
- Empowerment
- Community
- Expertise
- The Institute is fully supportive of the principles of Equal Employment Opportunity. Applications from Aboriginal & Torres Strait Islander peoples, people with disabilities and people from culturally diverse backgrounds are encouraged._
- The Institute is fully committed to providing a safe, culturally appropriate, and inclusive service for all people, regardless of their ethnicity, faith, ability sexuality, socio-economic status, gender identity or gender._

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