Customer Service Manager Support Services Qld/wa

**About MEGT**

At MEGT, we are a proud Australian not-for-profit that’s helped over one million people kickstart amazing careers since 1982

Our purpose is to inspire individuals and empower businesses and communities to create life changing opportunities through lifelong learning and meaningful employment for all.

**The MEGT Difference**

We’re proud to be certified as a Great Place to Work and understand the importance of work life balance. Here are some of our meaningful benefits to support you and your career at MEGT:

- Flexible working arrangements
- Fully maintained company car
- 14 weeks paid parental leave
- Know someone great? Refer them and earn a $500 MEGT My Benefits voucher
- Generous leave entitlements, including 3 paid Christmas close-down days
- Exclusive discounts on private health insurance (HCF, Bupa, Medibank)
- Corporate travel rates for personal use
- Option to buy or cash out annual leave
- Salary packaging available (non-PBI)
- Ongoing development with study support
- Employee Assistance Program (includes Nurse on Call)
- Retail and entertainment discounts
- Pro-rata long service leave after 7 years

**The Opportunity**

Based from our North Lakes, Milton, Loganholme or Southport office, this is your opportunity to take a key leadership role within our Apprentice Connect Provider (ACP) division as a Customer Service Manager - Support Services.

Reporting to the Manager - Apprenticeship Engagement, you’ll lead a national team of Customer Service Officers, Mentors, Support Mentors, and Workplace Support Consultants. Your focus will be ensuring the delivery of high-quality, compliant, and customer-centric services across our Apprenticeship Engagement division.

This role is pivotal in maintaining MEGT’s reputation for service excellence. You’ll oversee team performance, ensure contractual and compliance benchmarks are met, and drive a culture of continuous improvement and collaboration.

You’ll also play a key role in workforce planning and development, ensuring that staffing, training, and resource allocation align with operational priorities and future business needs.

**Key Responsibilities**
- Lead, support, and motivate a multidisciplinary team to deliver exceptional customer service and achieve performance targets.
- Oversee Apprenticeship Engagement operations, ensuring national consistency and high-quality service delivery.
- Monitor and allocate workloads across the team, ensuring compliance with KPIs and minimising progress contact expiries.
- Ensure all mentoring and support activities meet contractual, legislative, and regulatory standards.
- Provide coaching, guidance, and development to staff to foster professional growth and team success.
- Empower the team to support employers and Australian Apprentices through tailored mentoring and case management.
- Identify areas for improvement and lead continuous improvement initiatives across the division.
- Maintain accurate and secure data entry and reporting to support compliance and business performance.
- Build and maintain collaborative relationships with internal stakeholders, employers, apprentices, RTOs, and government partners.
- Support change management, workforce planning, and team wellbeing through effective leadership and communication.

**About you**

You are an empathetic, strategic, and driven leader who thrives in a fast-paced environment and is passionate about empowering teams and making a difference in people’s lives. You balance operational excellence with genuine care for your team and customers.

You’ll bring:

- Proven experience leading and motivating teams to achieve organisational goals.
- Strong understanding of continuous improvement methodologies and ability to drive change.
- Excellent communication, influencing, and negotiation skills across a diverse stakeholder network.
- High-level analytical and critical thinking skills, with the ability to make evidence-based decisions.
- Demonstrated ability to manage competing priorities, tight deadlines, and complex caseloads.
- Strong strategic planning and problem-solving abilities.
- Ability to adapt work hours to effectively engage with teams and stakeholders in different time zones.
- High digital literacy (Microsoft Office suite and CRM/government databases).
- Experience within the Vocational Education and Training (VET) sector or mentoring/case management (highly regarded).
- Current driver licence.

_MEGT is committed to providing services that protect and keep children, young people and adults at risk free from harm as we have zero tolerance of racism, discrimination, harm, or abuse. The successful applicant will be required to undertake pre-employment checks which includes a National Police Check, State/Territory Working with Children Check, reference checks, verify your right to work in Australia and confirmation of qualifications._

**The MEGT Commitment**

At MEGT, people are at the heart of everything we do, and we believe that investing