Student Administration Officer

**Student Administration Officer (Complaints)**
**TAFE Worker Level 6**
**Ultimo**

**BE BOLD. BE AMBITIOUS. MAKE YOUR NEXT MOVE THE RIGHT ONE.**

**THE OPPORTUNITY**

TAFE NSW is dedicated to meeting the evolving needs of the NSW economy and workforce, offering world-class training and education that delivers the skills needed for the jobs of today and tomorrow. Grow your career in a dynamic and collaborative environment, where you can innovate, create value, and proudly play a meaningful role in delivering quality training to the people of NSW.

**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.

Crucially, you are someone who shares the TAFE NSW Values of Integrity, Collaboration, Excellence and Customer First.

**ESSENTIAL REQUIREMENTS**
- Diploma, Advanced Diploma or Associate Degree in a relevant discipline or equivalent skills, knowledge and experience.
- Experience in coordinating the receipt, investigation and response to complaints and feedback from customers and government agencies to strengthen performance against legislative and regulatory requirements and increase customer experience.
- Demonstrated ability to identify, develop and support the implementation of templates, tools, systems and processes the continually improve the provision of complaint services within business units.
- Ability to address and meet focus capabilities as stated in the position description.

**HIGHLY REGARDED**
- Success in supporting a customer first approach to complaints resolution
- Experience in optimising complaints management processes in a large organisation with a diverse customer base
- Experience in analysing data to identify opportunities to increase customer outcomes

For further information regarding the role please review the **Position Description**

**WHAT YOU’LL RECEIVE**

This position offers a base salary range of $85,596 - $92,179 p.a plus employer’s contribution to superannuation and annual leave loading.

You will enjoy a 35 working week, access to multiple benefits such as flexible work arrangements, free health checks, fitness passport, employee wellbeing and assistance programs.

**OUR COMMITMENT TO YOUR HEALTH, SAFETY AND WELL-BEING**

TAFE NSW is committed to continuing to provide a safe workplace and have put systems and support in place for all our employees to work and deliver safely and flexibly through the ongoing COVID-19 pandemic.

**OUR COMMITMENT TO DIVERSITY & INCLUSION**

At TAFE NSW, we are committed to creating an accessible and inclusive workforce which reflects the community and the customers we serve.

**HOW TO APPLY**:

- Your current resume
- Cover letter addressing the essential requirements 1-3
- Your responses to the 2 targeted questions below (1 page limit)

**Targeted Question 1**:Outline what strategies you use to ensure that you deliver a customer first approach to complaints resolution and what metrics you use to determine if these strategies are successful? Provide an example of when you used data and insights available from customer complaints to deliver service improvement/s for the organisation. What was the outcome?

**Targeted Question 2**:Outline what strategies you have implemented to increase the quality of complaint responses across the business unit/organisation that you support. Provide an example of an initiative you have implemented that increased the experience level of both customers, team members and stakeholders in navigating the complaints process? How did you ensure that the needs and expectations of both customers and stakeholders were addressed and how did you measure success?

**CLOSING DATE: Wednesday 5th October at 11:59pm**

The recruitment process will include a range of comparative assessments and role based skills tests. All interviews will be conducted via Microsoft Teams.

**Please note**:
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.

For ongoing positions in the NSW Public Sector, you need to be an Australian Citizen or Permanent Resident.

For temporary positions, you will require a visa that gives you permission to work in Australia.

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

**Responsibilities**: