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Form of workAt Open Colleges, we believe that Opportunity is Everywhere. We’re very proud to say that we were Australia’s first ever distance education provider. We make education accessible. Our flexible, online courses can be studied from anywhere on any device. We help our students gain the skills and accreditations they need to launch, change, or take the next steps in their careers.
In the last decade we have helped over 450,000 students succeed.
About the role.
Reporting to the Chief Operating Officer, the Customer Success Manager for the Health and Community sector will lead and direct a team of training and assessment staff who deliver multiple Cert III, Cert IV and Diploma level qualifications. For a full list of Health and Community qualifications visit http://opencolleges.edu.au.
You will be responsible for the key outcomes, including student satisfaction, student progression, completion, cancellation, and Assessment SLAs. The CSM is also responsible for the “cost to serve” within their industry sector. The CSM is an escalation point for serious student complaints and other issues.
In partnership with the Chief Operating Officer and Head of RTO Operations, the CSM is responsible for staff engagement, and regulatory compliance within their sector.
Working through our bespoke learning management system, your highly experienced team will guide students through units of competence, marking, moderating, and validating assessments, providing online tutorials, and providing student feedback. You will help your team guide students to achieve success.
With flexible, hybrid working arrangements, your 35 hours per week will be conducted from home and from the office (minimum 2 days per week, central Sydney location). You will support Open Colleges by contributing to continuous improvement, and to new course development.
About you.
To be successful, you will have:
- Outstanding communication skills with a real passion for customer (student) success and outcomes.
- Proven experience as a leader of a team of training and assessment staff within a Vocational or Higher Education provider.
- Experience of managing a diverse and remote team.
- Experience of online education delivery and the unique challenges and opportunities this presents. (experience of on campus education delivery will not be discounted).
- Capability to understand and adhere to regulatory requirements and standards for Registered Training Organisations delivering accredited qualifications and training & assessment.
- Relevant qualification(s) and experience in the Health and Community sector.
- Certificate IV in Training & Assessment (TAE40116 or TAE40110 including Units of Competency TAEASS502 and TAELLN411) or TAE50116 Diploma of Vocational Education and Training or TAE50216 Diploma of Training Design and Development.
- Good level of computer literacy
- The ability to analyse data and develop and present reports
