Operations Coordinator, Customer Service

About Us

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 temporary full-time Operations Coordinator position available until 26 June 2026 (unless otherwise determined) to join our Customer Engagement team at TAFE Queensland's South Brisbane Campus.

As an Operations Coordinator, you will Assist in managing the day-to-day operations within Customer Service and provide support to staff in the delivery of superior service to prospective and current customers.

This position reports to the Manager within the Customer Engagement team.

Salary

The salary range for an Operations Coordinator is $89,141.87 - $98,881.00 (gross) per annum plus superannuation contributions of 12.75% of your salary.

**Benefits**:
Four (4) weeks recreation leave (accrued annually)
12.75% Superannuation and Salary packaging options available
Professional development, study assistance and support to return to industry for currency and competency purposes
Wellbeing initiatives and social responsibility programs
Access to Employee Assistance Program

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.
Coordinate the daily operations of the Customer Service business area by allocating priorities, monitoring workflow, and identifying trends in customer service issues and behaviours.
Support the Manager in supervising staff, including rostering and training, to ensure consistent delivery of high-quality customer service.
Receive escalated customer interactions and provide constructive feedback and coaching to Customer Experience Officers.
Collaborate and communicate effectively with internal teams, proactively seeking information and support to drive continuous improvement and achieve team objectives.
Use a range of systems and platforms, including TechnologyOne, SMS, Dynamics 365, Amazon Connect, QFlow, and Microsoft 365 to maintain accurate and up-to-date customer service records for reporting and analysis.
Contribute to a multi-functional customer service team, supporting the development of team plans and the achievement of service level targets and agreements.
Monitor, measure, and evaluate customer service performance, providing weekly reports and insights to the Manager.
Ensure daily activities align with broader business operations and strategic goals.
Participate in additional projects and initiatives 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 to coaching staff, including the ability to review systems, procedures, and team performance to ensure operational effectiveness.
Ability to interpret and manage workflows for resourcing, rostering, scheduling, and prioritising tasks within a dynamic service environment.
Demonstrated motivational and leadership skills, including initiative, innovation, team building, and the ability to foster strong customer-focused relationships.
Highly developed interpersonal, negotiation, written and oral communication skills, with the ability to effectively engage with a diverse range of stakeholders, including current and prospective customers.
Proficiency in using a variety of systems and platforms within a customer service environment, across both face-to-face and call centre operations.

How to apply

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

Closing date: 9:00am Friday 15 August 2025.

Job Reference Number: TQ2025-676

For further information, please contact:
Kristy Carroll, Manager, Applications and TAFE at School Administration