Team Leader Tafe at Schools

About TAFE Queensland
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 Opportunity
As the Team Leader you will be responsible for guiding, motivating and supporting a team of administrative staff in delivering superior customer service and administrative duties to internal and external stakeholders (parent/guardians, students, school representatives and TAFE Queensland education and administrative staff) via multi
- channel communications (i.e. face-to-face, telephone and digital). As a key member of the Schools Engagement team, this position plays a vital role in marketing TAFE Queensland Brisbane in the school sector to contribute to increasing student recruitment.
As a key contact point for high schools, faculties and Customer Engagement teams the Team Leader, TAFE at School is responsible for a range of activities including administrative services, student management, sales, school visits and campus tours, and takes part in student recruitment expos and other events.
This position sits in the Business Innovation and Commercialisation Portfolio and reports to the Operations Manager Customer, School Engagement & Marketing.
This is a Permanent, Full-Time opportunity.
The position will be based primarily at South Bank Campus however you may be required to perform work at other TAFE Queensland campuses.
Key Responsibilities
- Contribute to the success of transformation and cultural change through promoting and modelling the established values of Safety First, Working Together, Focusing on our Customer, Taking Responsibility and Showing Initiative.
- Live a safety culture, lead by example and support the Workplace, Health and Safety Management System to create a TAFE Queensland safety culture.
- Effectively manage a team of administrative staff including the provision of performance management and coaching, training, team building, conflict resolution, motivation, team briefings and skill development in the TAFE at schools administration system, call routing system and CRM systems.
- Roster and schedule team resources efficiently to ensure that workloads can be handled (peaks and troughs), staff development opportunities are available and the employee skill level, work arrangements, availability and occupancy levels are appropriate.
- Manage outputs in accordance with the annual TAFE at School administration team calendar, ensuring key milestones and dates are resourced and planned for sufficiently to enhance student and customer experience and meet business objectives.
- Retain responsibility for customer service, pastoral care and student management fulfilments by negotiating and resolving conflict via call escalation processes, stakeholder facilitation in accordance with TAFE Queensland Student Rules and Policies and TAFE at School duty of care, and by providing follow-up and feedback to schools, parents, students and staff.
- Coordinate activities and communications with Greater Brisbane teams to ensure consistent messaging and presence across the identified regions.
- Proactively promote the organisation's range of products and services to increase offerings and sales conversions for TAFE at schools.
- Establish, measure and evaluate progress against team goals and ensure team and individual contributions against specified key performance indicators.
- Identify trends in client issues and attitudes through surveys and TAFE at schools database statistics and provide advice and feedback to senior management.
- Continually review and improve the TAFE at schools team processes and information ensuring compliance with the organisation's quality system related standards and participate in the development of new systems and technologies.
- Maintain a high level of knowledge on the enrolment and administration processes and requirements in accordance with TAFE Queensland Policies and Procedures and delegations by actively participating in appropriate networks/ forums to ensure currency of information.

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:
2. Proven ability to manage own and others time effective