Operations Manager, Customer Engagement and Student Services

About TAFE Queensland

TAFE Queensland is proud to be the largest and most experienced Vocational Education and Training provider in the State, with a history of serving Queensland communities for more than 140 years.

At TAFE Queensland, we hold true to our values and keep our customers at the centre of everything we do. By living these values we continue to strengthen TAFE Queensland's reputation as a leading provider of high quality education and training. Our people are recognised for demonstrating these values in their everyday work:

• Safety First
• Focusing on our customer
• Taking responsibility
• Showing initiative
• Working together

The Role

We have an exciting permanent full-time Operations Manager, Customer Engagement and Student Services position available to join our Business Innovation and Commercialisation team at TAFE Queensland's South Brisbane Campus.

As an Operations Manager, Customer Engagement and Student Services, you will:

• Contribute to strategic and operational planning processes to ensure the delivery of high-quality, cost-effective customer and student services that support vocational education and training outcomes.
• You will lead and manage highly effective support services teams to deliver solutions that exceed market and customer expectations within a contemporary learning and services environment.

This position reports to the Director, Customer Engagement and Student Services.

Salary

The salary range for an Operations Manager, Customer Engagement and Student Services is $131, $140, gross) per annum plus superannuation contributions of 12.75% of your salary.

Benefits

• Four (4) weeks recreation leave (accrued annually)
• Flexible work options (e.g. Purchased leave, compressed hours, telecommuting)
• 12.75% Superannuation and Salary packaging options available
• Wellbeing initiatives and social responsibility programs
• Access to Employee Assistance Program

Key Responsibilities

• Contribute to the success of transformation and cultural change through promoting and modelling the established values of Safety First, Working Together, Focussing on our Customer, Taking Responsibility and Showing Initiative.
• Support the Director in the general management and operations of the portfolio including contribution to the development, planning and monitoring of the budget.
• Support the Director in building the leadership and management capability of team managers in a high performing customer-focused portfolio that contributes to organisational revenue targets and customer satisfaction.
• Maintain an understanding of the commercial aspects of TAFE including financial and business performance and any impact from external factors.
• Establish and maintain quality networks and relationships with internal and external key stakeholders.
• Actively engage with industry, business and the community to grow a customer-centric approach to service provision within an integrated sales and marketing environment, ensuring quality service deliverables.
• Monitor critical developments in technology, commercial trends and external factors to inform problem-solving, service innovation and understanding of financial business performance within the Customer Service environment.
• Consult and negotiate with internal service providers on behalf of the portfolio to ensure required business outcomes are met.
• Manage and analyse key performance indicators (KPIs) related to student and customer satisfaction, using performance data to identify and implement remedial actions that ensure targets are achieved.
• Drive employee development opportunities and in coloration with people and culture, facilitate local inductions and mentoring of new staff across the organisation in addition to promoting refresher induction for all staff as required.
• Continuously promote new ways of improving efficiency by reducing cost and enhancing outcomes.
• Foster and support a continuous learning and business improvement environment.

How you will be assessed

1. Demonstrated ability to contribute to the development of plans, strategies and key performance indicators.
2. Demonstrated capacity to analyse client needs, define goals and manage resources effectively to deliver high quality results within specified timeframes.
3. Ability to develop, lead, motivate and support work teams providing a range of services in an environment of change with an emphasis on best practice.
4. Demonstrated strong leadership skill and the ability to set a clear vision and direction to achieve key business outcomes.
5. Highly developed interpersonal and superior communication skills including presentation, negotiation, influencing and listening skills.

Highly Desirable Requirements

Candidates who possess the following will be highly regarded:

• Tertiary qualifications in business and/or extensive industry experience.
• Knowledge of the Vocational Educational and Training (VET) sector.
• Previous experience in managing teams.

How to apply

To apply for this role, please provide the following

• a detailed resume including the contact details for two referees (one of whom is your current supervisor); and
• a cover letter (maximum 2 pages) that outlines your experience, skills and abilities and responds to the 'How you will be assessed' criteria.
• Applications must be submitted via TAFE Queensland's Recruitment Portal

Candidate applications may be considered for same or similar vacancies within 12 months of original advertisement closing date.

Closing date: 4:00pm 24 September 2025

Job Reference Number: TQ

For further information, please contact:

Rachel Marshall, Director Customer Engagaement and Student Services