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Form of workWhat if there was a role where you could be part of a team that helps students to achieve success and begin their career journey doing something they love?
If you're an experienced Customer Support Administrator with strong organisational, problem solving and customer service skills we have a great role for you.
Due to the recent growth of our business, an opportunity for a Customer Support Administrator has become available.
The IVET Group:
IVET Group provides Vocational Education Training (VET) Support Programs in 400+ schools, to over 30,000 students nationally and considered the leading provider within the industry. We pride ourselves on providing high-quality training and assessment resources, and outstanding support to our students and partner Secondary Schools.
The IVET brand is well-known for providing world-class training, support and resources in:
- VET Delivered in Secondary Schools [VETDSS]
- Cert IV TAE
- First Aid
- Resource and assessment development
- Professional development activities and opportunities
- Pathways programs for students
The Role:
This Melbourne-based role working within a great team of driven, people-focused individuals, who are passionate about their work there is a new opportunity for a Customer Support Administrator. One of the main aspects of this role is to provide Customer Support through inbound phone enquiries and our HubSpot Support Service to ensure the prompt follow-up and resolution of inbound requests and customer service tasks. You will also receive assistance from a specialized processing team during periods of high demand, as well as a dedicated compliance and administrative team. Previous experience in the RTO and/or schools space is highly desirable, however not essential as training will be provided.
The Customer Support Administrator's core duties are to (not limited to):
- Help to establish and develop a “quality first” culture
- Maintain registers and other quality records pertinent to the work being performed
- Answering inbound phone calls and assisting clients, or directing them to the appropriate person within IVET Group
- Ownership for (in conjunction with Business Processing Centre Staff) the Customer Support System – HubSpot. Responding to and/or the allocation of new tickets to various owners within IVET.
- Identify opportunities and participate in professional development activities to maintain your skills and knowledge
- Administer the RTOs’ policies and procedures, for example, Customer Support, enrolment and completion processes, and School Relationship Officer Support (noting that they will change from time to time)
- Accurate data processing and review of student enrolments, results
- Assist with the preparation of AVETMISS and state-specific reporting
- Student enrolment check after course or enrolment period, finalised results processed, and issuance of relevant awards achieved.
- Process student withdrawals, deferrals, extensions, credit transfer applications, and recording in Student Management Systems
- Creation of classes in Student Management Systems (e.g. TAE, First Aid, Group Bookings etc)
- Various general administrative duties as directed by the Administration Coordinator
The Person:
We are looking for an individual who will be able to uphold the values and integrity of the company, with a strong focus on education. The main objective of this role is to provide support to the IVET Customers - our teachers, students and school administrators. The successful candidate will be able to demonstrate their ability to be a capable autonomous worker with a high level of interpersonal skills. To be considered, a successful candidate will be passionate about people along with experience in either a Customer Support role, preferably within an RTO.
The desired skills and requirements of a successful applicant include:
- Excellent communication and interpersonal skills including a mature and professional approach to customer service
- Confident and attentive to clients
- Strong computer skills including the ability to use MS Word, Outlook, Excel and email
- Good attention to detail with work and able to advise of issues to management in a professional manner
- Ability to organise and prioritise tasks, problem solve and ask questions when needing further clarification
- Experience in VETtrak and HubSpot is desired but not essential
- Experience in Student Management and Customer Support Systems but not essential
- Dedicated, committed, hardworking team member
In return, the successful candidate will be rewarded with:
- Flexible work arrangements (Mostly in our office but with some work-from-home opportunities).
- A friendly and supportive work environment with a collaborative team
- Opportunity to positively impact the learning experience of students undertaking our programs
- Join an innovative organisation that is passionate about building an empire of student success
If this role is of interest to you, we encourage you to apply. Please send through your resume and cover letter outlining why you would be suitable for this role. Applications received without an accompanying cover letter will not be considered.
