Client Services Manager

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

Your Opportunity

As the Manager, Client Services you will be responsible for:

• leading and managing a multi-disciplinary Client Services team to provide best-practice Client Services including student enrolments, contact centre and planning and information;
• ensuring a high-quality client experience with a focus on maximising enrolments and client satisfaction; and
• providing expert advice and direction to key stakeholders with respect to Client Services.

This position reports to the Director, Client Services and Apprenticeship Management.

This is a Temporary Full-time opportunity, to 28 March 2025 unless otherwise determined.

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

Key Responsibilities

• Lead and manage the effective development and implementation of quality, client-focussed services and administrative processes, ensuring that:
  • operational objectives are aligned to regional and state-wide strategic and business performance goals and identified priorities;
  • Client Services operations are compliant with regulatory standards, Departmental requirements and TAFE Queensland policies and procedures; and
  • systems and quality documents, procedures and policies relating to Client Services operations meet business requirements and are regularly reviewed to facilitate ongoing improvement.
• Lead, manage and develop a high performing Client Services team, providing leadership on individual and team performance, fostering a culture of collaboration and improvement, and recognising and addressing opportunities to improve performance.
• Maintain superior knowledge of the Vocational Education and Training (VET) system, TAFE Queensland products and programs, legislative frameworks and funding models as they relate to Client Services; applying these operationally and in the resolution of complex issues.
• Maximise the efficiency and effectiveness of client service operations through the ongoing evaluation and analysis of systems and workflows and performance of quality checks; identifying potential barriers to success and developing workable solutions to address areas of deficiency.
• Provide expert advice and recommendations to relevant stakeholders with respect to Client Services, including monitoring and reporting on readiness for enrolment, enrolment opportunities and Key Performance Indicators (KPIs), ensuring appropriate strategies are implemented to maximise enrolments.
• Lead the implementation of ‘best practice’ service provision by staying well-informed, identifying opportunities for improvement and regularly reviewing the effectiveness of Client Services, processes, models and approaches.
• Maintain high levels of client satisfaction through the timely and appropriate management of complaints, negotiating effective outcomes and implementing corrective actions to avoid recurrence.
• Build and sustain relationships through internal and external networks and represent the Region through active participation in working groups, networks and forums, utilising expertise to influence the direction of state-wide strategies for the achievement of consistent provision of high-quality Client Services and operations.
• Provide high-level coordination of client service operations to manage change and enhance the efficiency and effectiveness of Client Services in a fast-paced, ever-changing environment including effectively allocating and utilising physical, human and financial resources.
• Contribute to the success of cultural change within the organisation through promoting and modelling SkillsTech’s core values and Agreed Behaviours and the established TAFE Queensland values of Working Together, Focussing on our Customer, Taking Responsibility, Showing Initiative, and Safety First.

How you will be assessed

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

1. Superior knowledge of administrative and Client Services systems, processes and models with the proven ability to provide strategic direction and sound advice in a changing and complex vocational education and training setting. 
2. Demonstrated achievement in leading multi-disciplinary teams through the implementation of major system, policy and/or funding changes, ensuring high levels of client service are maintained.
3. High level communication and consultation skills as evidenced by the proven ability to build and sustain a network of key internal and external relationships to develop and implement consistent, best practice Client Services with quality outcomes.
4. Demonstrated ability to understand, analyse and accurately apply legislation, standards and policy to ensure compliance, resolve issues and maximise business outcomes.
5. Proven ability to provide high level and supportive leadership that rewards excellence, encourages creativity and innovation and maximises workforce capability.

Highly Desirable Requirements

• Tertiary level qualification in relevant discipline would be advantageous.

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 29 April 2024.

Job Reference Number: TQ2024-447

For further information, please contact:

Sharon Mohr, Director, Client Services and Apprenticeship Management

(07) 3244 0*** or ***********@tafeqld.edu.au