(AO3) Client Service Officer (Talent Pool)

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 the State Winner of the 2021 Large Training Provider of the Year at the prestigious Queensland 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 part of a highly experienced workforce closely connected with their industries and dedicated to delivering best practices and innovative training.

Is this the role for you? Are you:

• Hard-working and motivated to achieve successful outcomes for the organisation and its people?
• Flexible, driven, self-motivated and able to work under pressure in order to achieve set tasks?
• Able to multi-task and effectively deal with competing priorities?
• Solutions focused?

If this sounds like you, you are encouraged to submit an application for the role of either Client Service Officer (AO3) within the TAFE Queensland SkillsTech (TQST). 

Your Opportunity

As Client Service Officer you will be a key member of the Client Services Team within the TAFE Queensland SkillsTech providing excellent client service and support to both internal and external clients through a variety of communication channels.

This position reports to one of the Client Services Coordinators.

There are is a number of Temporary, Full-time opportunities available as well as future development/relieving opportunities available from this recruitment process.

The position will be based primarily at Acacia Ridge however you may be required to perform work at other TAFE Queensland campuses.  

Key Responsibilities

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• Ensure day to day activities align with business operations by providing continuous and consistent excellence in the delivery of client services by building rapport and relationships with each client. 
• Effectively and efficiently handle client service requests, complaints and transactions received via multi-channel communications (i.e. face to face, telephone, email and internet) and provide general information through using questioning, negotiation and fact finding techniques to determine and clarify clients’ needs.
• Accurately & promptly process enrolments, enquiries and payments utilising computerised systems, including handling a variety of payments options and receipting manual or electronic payments.
• Act within position delegations and authorities to provide problem ownership, follow up, resolution and feedback to clients’ issues.
• Undertake research to identify and convert new business opportunities for TAFE Queensland SkillsTech in line with business development plans and key performance indicators, including:
• Inbound call conversion from inquiry to enrolment, and
• Outbound inquiry conversion campaigns.
•  
• Ensure information delivered to the client regarding the institute’s products, services, activities and initiatives is accurate, timely, complete and consistent by managing the relationships between client services and the appropriate business unit or team.
• Identify opportunities to expand or improve Client Services, monitor ongoing effectiveness, provide feedback to the team leader and report issues impacting on system integrity.
• Contribute to the achievement of client service standards, performance targets, participate in performance reviews and business improvement processes and practices.
• Maintain an awareness of and observe work practices designed to maintain a safe and healthy work environment.
• Train, supervise and provide direction and leadership to administrative staff in systems, procedure and process.

How you will be assessed

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

1. Extensive knowledge or ability to rapidly acquire extensive knowledge of the institute’s products, services and operations and maintain currency of knowledge.
2. Demonstrated administrative and record keeping ability as well as the ability to acquire and apply knowledge of the institute's administrative procedures and policies.
3. Displays the initiative, attitude and ability to thrive within a dynamic, challenging and changing environment with the proven ability to work within a client focused team environment, prioritise work, meet deadlines and performance standards and contribute to performance improvement.
4. Demonstrated computer skills, including ability to efficiently utilise computerised information management, software and telecommunication systems and knowledge of online communication tools.
5. Demonstrated ability to utilise appropriate communication, interpersonal, client service, analytical and innovative problem solving skills in order to create rapport, control client contact and achieve successful contact closure and performance targets in a client service environment.

How to 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:

• A detailed resume; 
• 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
• The contact details for two referees (one of whom is your current supervisor)

Closing date: 5:00pm, Monday 26 September 2022.

Job Reference Number: TQ2022-811

For further information, please contact:

Caroline Pulu

 Client Services Coordinator, Contact Centre

Telephone: (07) 3633 5*** 

Email: *************@tafeqld.edu.au