Customer Service Coordinator Training National

2 weeks ago

Sydney, New South Wales, Australia HIA Full time $60,000 - $80,000 per year
Customer Service Coordinator Training - Student Management
  • Leading National Industry Association, celebrating 80 years of operation this year
  • Support Students in their training journey.
  • Exciting opportunity to work in a Professional and Supportive team environment.
  • Exceptional work culture.
  • Generous employee benefits.
  • Permanent, full-time role, based in Macquarie Park.

The Organisation

The Housing Industry Association (HIA) is the official body of Australia's home building industry. As the national industry association for Australian building professionals, we represent the interests of the housing industry at regional and national levels.

We have proudly been representing the Australian housing industry for 80 years. Our vision remains the same, to be an association that speaks with a united voice on industry issues and creates real change, providing quality services at the lowest cost and working with the sector to maintain high standards.

Overview

The Customer Service Coordinator (CSC) - Student Management is primarily responsible for the compliant and supportive registration, progression and completion of students across a designated region by providing a high level of customer service and support mechanisms to ensure quality outcomes and KPI's are achieved.

The Customer Service Coordinator - Student Management ensures all students are provided the training and support to progress at required milestones and complete training within allocated timeframes. The CSC will work closely with HIA team members to ensure quality, compliant management of a designated but flexible student caseload.

Day-to-day, the role will encompass:

Planning

  • Create progression events to check and ensure student completion.
  • Analyse student progression to deliver a personalised progression call.
  • Organise additional support mechanisms as required.
  • Work closely with the Training Manager and broader training team to forecast and track student caseloads.

Student Management

  • Conduct comprehensive and productive student follow ups to ensure student progression and completion.
  • Manage a caseload of participants from orientation to completion.
  • Complete regular and compliant contact with participants as per HIA processes and work instructions.
  • Meet expected business unit KPI's.
  • Assist with Non-NRT and NRT enrolments (as required) from registration to award issuance. Trainers
  • Liaise with contracted trainers/assessors as required.

Trainers, Culture/Teamwork, Administration

  • Liaise with trainers and organize student support sessions.
  • Proactively drive a positive sales and service culture.
  • Ensure accurate record keeping in VETtrak – attendance, contact, tasks, student communication, email.
  • Ensure comprehensive and compliant student file checks.
  • Maintain a current understanding of industry issues, builders' registration and licensing requirements; and HIA Learning products, funding and entry requirements.
  • Assistance with Registration process when required.

The successful person will have:

  • High level of interpersonal and communication skills
  • High level of administrative skills
  • Well-developed organisational and time management skills
  • Ability to foster and develop work relationships
  • Self-motivated and able to work independently
  • Strong focus on customer service
  • Experience in the use of student management systems eg. VETtrak
  • High level of accuracy and attention to detail
  • Certificate IV in Training and Assessment highly desirable
  • Understanding of ASQA standards + RTO compliance highly desirable
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