Team Leader, Customer Service

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. TAFE Queensland been named the Large Training Provider of the Year at the prestigious 2023 Australian 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, Customer Service, you will**:
Ensure that sales, administrative and operational support functions are provided to internal staff and external customers in order to maintain high quality student, client service and performance outcomes.
This position reports to the Manager, Customer Service.
This is a Temporary, Full-Time opportunity, to 27 June 2027 unless otherwise determined.
The position will be based primarily at Southport however you may be required to perform work at other TAFE Queensland campuses.
Key Responsibilities
Contributing to the planning and supervision of staff and material resources to ensure sufficient shift cover, adherence to complaint processes and a high standard of quality customer service delivery by the team.
Implement, monitor and maintain quality systems, reporting and procedures relating to call centre and front counter operations. Use these for analysis and development of work instructions, ensuring compliance with established benchmarks and quality systems.
Supervise the call centre and counter teams to ensure the continued effective and efficient operation including:
Facilitate the induction and ongoing training of staff
Manage rosters to meet changing volume needs
Leave planning and contingency planning during times of absence
Banking supervision across all campuses
Monitor all inbound/outbound customer queuing systems
Workflow monitoring and supervision of administrative tasks and support to meet department and organisational targets
Supervise team effort in reaching sales targets and service KPI's
Action higher authority operational processes
Provide appropriate management reports and statistical data as required to actively identify trends in response to client demand.
Continual monitoring and maintenance of any risk associated with the handling of cash and banking, including the ongoing training in cash handling, security and other associated risk management practises.
Provide a high standard of customer service to clients and customers, internal and external.
Model and actively promote an ethical and safe work environment that supports a culture of zero harm and best practice regarding health, safety, wellness and sustainability.
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 ability to coordinate the development, implementation and evaluation of the effectiveness of administrative systems, policies and performance indicators to facilitate the achievement of efficient operations within a client focussed environment.
Demonstrated ability to lead, advise and supervise the Customer Service and Admissions staff to achieve identified outcomes in a responsive client focussed manner.
Well-developed interpersonal and communication skills including experience in establishing successful working relationships with staff, external clients and management.
Displays the initiative, attitude and ability to thrive within a dynamic, challenging and changing environment.
Highly Desirable Requirements
Previous leadership position in a sales team
Call Centre leadership experience
Minimal leave during peak sales periods (October to February, June and July)
How to apply
A detailed resume;
A cover letter that outlines your known skills, abilities, knowledge and experience in response to the “How you will be assessed” criteria above (maximum of 2 pages in total); and
The contact details for two referees (one of whom is your current supervisor)
Please note - this expression of interest is open to TAFE Queensland employees only.
**Closing date**: 4.00pm, Tuesday 18 February 2025
**Job Reference Number**: TQ2025-121
**For further information, please contact**:
Alann D'Agostino, Manager, Customer Service
**Phone**: 07 55818 297This work is licensed under a Creative Commons Attribution 3.0 Australia License.