Team Leader

Team Leader Customer & Student Support

Institute of Applied Technology – Kingswood/ Meadowbank Campus

Temporary Full Time till 30 June 2026

$141,364 package includes base salary ($124,547 - $137,476) per annum 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

At TAFE NSW, you will discover a diverse, dynamic, and collaborative environment, where you can innovate, create value, and do meaningful work.

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

About the role

The Team Leader Customer & Student Support is responsible for leading and managing a team of customer service support staff to ensure that a full suite of student support services are delivered and meet high levels of performance and excellence in customer experience.

Through customer focused service delivery, the Team Leader will advocate for a multi-channel approach that maximises enrolments, retention, and completion of TAFE NSW students

This role requires weeknight work and phone support availability on weekends for escalations. This role will be responsible for leading a team of teams.

This recruitment will also be used to create a Talent Pool that may be used to fill position(s) of the same classification that subsequently becomes vacant at Institute of Applied Technology Kingswood or Meadowbank campus.

About You

You are an established leader experienced in managing, motivating and inspiring a team to deliver high quality customer focused outcomes. You are innovative and have an ambition to drive change in delivering the best customer journey possible. You have effective communication with a natural problem-solving ability to drive best business practice for our customers and stakeholders.

To be successful in this role, you will have:

• Degree qualification in related field OR equivalent skills, knowledge and experience.
• Demonstrated experience in customer relations with the ability to influence, engage and work collaboratively with stakeholders to achieve common objectives embedding customer centric principles in operations.

Highly Regarded

• Previous experience in a similar role within education/ VET sector
• Demonstrated previous experience with leading a team of teams.
• Demonstrated experience with working collaboratively with internal and external teams and stakeholders.
• Experience with dealing with continuous improvement and complaints.

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 the Talent Acquisition Advisor listed below.

A career of life-changing impact awaits you. Apply now

Applications close 11.55pm AEST Wednesday 10th September 2025

To apply for this role, click on 'apply now' and provide:

• Your current resume (in PDF format)

• Copies of your qualifications (upload as one PDF file). Certified copies preferred; these will be required if successful for the role.

• Response to one targeted question when prompted in the application form (max 300 words)

Targeted Question:

Can you share an example of how you led a team to increase student enrolments in a high-pressure environment with ambitious KPIs? What innovative strategies did you implement, and how did you support your team to stay focused on delivering an exceptional customer experience while achieving measurable results?

Role-specific enquiries: contact Amy Steele, R/Senior Manager Operations Construction, via email

General recruitment and adjustment enquiries: contact Talent Acquisition Advisor Shweta Yadav via email

For helpful insights into preparing your application, TAFE NSW's recruitment process, and getting interview ready, read through our Application Process and the interactive Capability Application Tool.

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.