Student Administration Officer Complaints

1 week ago

Wollongong, Australia TAFE NSW Full time

**TAFE NSW Life-Changing Careers**

**Student Administration Officer Complaints**

**Location negotiable (pending campus availability)**

**Full-time temporary position until July 2025**

**Base salary range of $91,272- $98,291 p.a plus employer’s contribution to superannuation and annual leave loading**

At TAFE NSW, we are dedicated to life-changing impact.

That’s why we offer world-class training and education that delivers the skills needed for the jobs of today and tomorrow.

**We invest in our people**

We provide you with tools and ongoing training and professional development, health and wellbeing programs, and a 35 hour working week with a variety of flexible working options.

**About the role**

The Student Administration Officer (Complaints) is responsible for performing a range of customer support and administrative activities to support the implementation of best practice complaints management policy and processes, including reviews, responses, and escalation processes to optimise case management and resolutions.

**About You**

You have experience in coordinating the receipt, investigation, and response to customer complaints and feedback, and working with stakeholders to strengthen performance against legislative requirements and improve the customer experience.

You thrive in a high-volume environment, working with competing priorities and ensuring you meet service level agreements. You are confident working independently with limited guidance, making decisions using sound judgement and expertise, and escalating issues where required.

You have demonstrated ability to identify areas for continuous improvement to the provision of complaint services within business units, developing and supporting the implementation of associated templates, tools, systems, and processes.

**To find out more about the role, click to view the Position Description.

**Our commitment to Diversity, Equality, and Inclusion**

We are committed to creating a culturally safe and accessible workplace where dignity, trust, respect, and the promotion of diversity and inclusion are valued, so you can safely bring your whole self to work and connect with your community through our many diverse employee networks.

If you require an adjustment in the recruitment process, please contact our Talent Acquisition Advisor listed below.

**Applications close: Sunday 19 January at 11.55pm**AEDT**
- Your current resume

**Targeted Question**: Provide an example of a time when you had to work with multiple stakeholders to resolve a complaint. How did you balance their differing priorities while ensuring a positive outcome?

This is a child-related position. A Working with Children Check is a prerequisite for anyone in child-related work. It involves a national criminal history check and review of findings of workplace misconduct.

To be eligible for positions at TAFE NSW, you need to be an Australian Citizen or Permanent Resident of Australia or a New Zealand citizen with a current New Zealand passport.

A talent pool, valid for 18 months, may be created for this position, and position(s) of the same classification that subsequently becomes vacant, may be filled via this recruitment.

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