Customer Experience Officer

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. We have recently been named State Winner of the 2023 Large Training Provider of the Year at the prestigious Queensland Training Awards and the 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 a part of a highly experienced workforce closely connected with their industries and dedicated to delivering best practices and innovative training.

In TAFE Queensland, North region, we have a strong focus on workplace culture and we value employee collaboration, strong leadership and high performing teams. We believe that every employee has a role to play in "making great happen" through the embodiment of the following core values and behaviours in all that we do:

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

Your Opportunity

We have an exciting temporary, Full-time position for 6 months with possible extension as a Customer Experience Officer available to join our Customer Service Team and TAFE Queensland's Cairns Campus.

The Customer Experience Officer provides an efficient, effective, and timely range of administrative services to customers and staff, in accordance with the organisation's policies and customer service standards.

This position reports to the Client Services Team Leader.

Salary

The salary range for this position at the Insert classification AO3 classification is $75, $84, gross) per annum.

Benefits

• Five (5) weeks recreation leave (annual accrual)
• Flexible work options (e.g. Purchased leave, compressed hours, telecommuting)
• 12.75% Superannuation and Salary packaging options available
• Locality Allowance
• Professional development and study assistance available
• Wellbeing initiatives and social responsibility programs
• Access to Employee Assistance Program
• Access to private health corporate plans and corporate discounts (e.g. Fitness Passport, Apple products, Dell products, Lenovo products)
• Comprehensive Domestic and Family Violence (DFV) support options
• Work at Home Software (e.g. Adobe and Microsoft software)
• Employee discounts or deals related to work-at-home software, Apple products, Dell products, Lenovo products, fitness passports, and private health insurance.
• Annual staff recognition awards and years of service recognition
• Pride Network for LGBTQIA+ employees and allies
• White Ribbon Australia Accredited Workplace
• Free car parking

How you will be assessed

The ideal applicant will be someone who has the following key capabilities:

1. Proven ability to deliver consistent, professional quality customer service in a contact centre environment, displaying the ability to elicit and analyse relevant information and provide accurate and timely responses to a range of culturally diverse customer requests.
2. Demonstrates effective time management skills, including the ability to organise and prioritise work, while displaying attributes of initiative, responsibility and decisiveness to achieve team and individual key performance indicators.
3. Proven ability to build and maintain positive and effective team relationships and contributes to the team success in a high volume, client and sales quality focussed environment, keeping clients informed and treating people with respect and courtesy.
4. Demonstrates high level literacy and numeracy skills relevant to a contact centre environment, including data entry and the ability to use multiple computerised systems, consistently maintaining a high level of accuracy and meeting quality standards.
5. Demonstrates the ability to communicate information clearly and effectively, displaying high level listening skills with the ability to clarify information and negotiate successful outcomes.

How to apply

*Previous applicants need not apply

If you're interested in this role, click the 'Apply' button to submit your application via the TAFE Queensland Recruitment Portal. When submitting your application, please ensure you provide the following:

1. A detailed resume;
2. 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
3. The contact details for two referees (one of whom is your current supervisor)

Closing date: 9 June 2025

Job Reference Number: TQ

For further information, please contact:

Julia Jones - Client Services coordinator

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