Training Coordinator

TAFE Queensland is proud to be 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

The Role

We have an exciting permanent full-time Training Coordinator position available to join our Customer Engagement and Student Services team at TAFE Queensland’s South Brisbane Campus.

Key responsibilities

- Contribute to the success of transformation and cultural change through promoting and modelling the established values of Safety First, Working Together, Focussing on our Customer, Taking Responsibility and Showing Initiative.

- Establish and maintain a training library of resources.

- Support the evaluation of training requirements and current practices to create and deliver a training and development plan to meet the needs of the Customer Experience and Support Services teams in line with current organisational and governing body requirements and legislation.

- Coordinate and instruct training requirements across the relevant portfolio teams for both new and existing staff in line with organisational training and development plans and matrices.

- Contribute to building capability, quality and compliance in line with TAFE Queensland policy and procedure and relevant governing bodies.

- Contribute to building directorate and individual Key Performance Indicators (KPI’s) and providing suitable training responses.

- Coordinate the operation of the Customer Service business areas, set priorities, monitor workflow and identify trends in customer services issues and attitudes.

- Provide support to the Director, Customer Engagement and Student Services in the supervision of staff, including rostering and training to ensure the Customer Service business area functions effectively by promoting and providing continuous and consistent excellence in the delivery of customer service.

- Communicate and liaise effectively with all staff and proactively seek assistance and/or information to enable business improvement and the achievement of the team’s objectives.

- Effectively utilise systems and platforms including TechnologyOne SMS, Dynamics 365 CRM, amazon Connect, Q Flow and the Microsoft 354 suite to ensure the region’s Customer Service records are up-to-date, accurate and easily extractable for reporting purposes.

- Establish, measure and evaluate customer service performance and provide regular reports to the Director, Customer Engagement and Student Services.

- Participate in other projects as required.

How you will be assessed

Within the context of the role description above, the ideal applicant will be someone who has the following key capabilities:

- Demonstrated skills in identifying organisational and individual training requirements and ability to develop and deliver appropriate learning material (e.g. instructions, tutorials, guides etc.)

- Demonstrated skills in mentoring staff, reviewing systems and procedures and staff activities and performance.

- Demonstrated motivational skills including the ability to show initiative generate ideas and innovation, team building and strong customer focused relationships

- Demonstrated ability to effectively liaise, communicate and negotiate with a wide range of personnel, including current and prospective customer.

- Demonstrated ability to use a variety of systems and platforms in a Customer Service environment including face to face and call centre operations.

Highly Desirable

Candidates who possess the following will be highly regarded:

- Previous experience in development and delivery of effective teaching or training.

- Previous experience in a Customer Service environment including face to face and call centre operations.

How to apply

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); and

- a cover letter (maximum 2 pages) that outlines your experience, skills and abilities and responds to 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 original advertisement closing date.

Job Reference Number

TQ2025-979

For further information, please contact:

Liz Filipe, Operations Manager, Customer Engagement and Student Servies

Benefits and Perks

- 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

- Perks and benefits: 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

- Salary: $90,868.98 - $99,582.81 (gross) per annum plus superannuation contributions of 12.75% of your salary.

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