As the Team Leader, Customer Service, you will ensure that sales, administrative and operational support functions are provided to internal staff and external customers in order to maintain high quality service.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.As the Team Leader, Customer Service, you will:Ensure that sales, administrative and operational support functions are provided to internal staff and external customers in order to maintain high quality student, client service and performance outcomes.This position reports to the Manager, Customer Service.This is a Temporary, Full-Time opportunity, to 27 June 2027 unless otherwise determined.The position will be based primarily at Southport; however, you may be required to perform work at other TAFE Queensland campuses.Key ResponsibilitiesContributing to the planning and supervision of staff and material resources to ensure sufficient shift cover, adherence to complaint processes and a high standard of quality customer service delivery by the team.Implement, monitor and maintain quality systems, reporting and procedures relating to call centre and front counter operations.Supervise the call centre and counter teams to ensure the continued effective and efficient operation including:Facilitate the induction and ongoing training of staff.Manage rosters to meet changing volume needs.Leave planning and contingency planning during times of absence.Banking supervision across all campuses.Monitor all inbound/outbound customer queuing systems.Workflow monitoring and supervision of administrative tasks and support to meet department and organisational targets.Supervise team effort in reaching sales targets and service KPIs.Action higher authority operational processes.Provide appropriate management reports and statistical data as required to actively identify trends in response to client demand.Continual monitoring and maintenance of any risk associated with the handling of cash and banking.Provide a high standard of customer service to clients and customers, internal and external.Model and actively promote an ethical and safe work environment that supports a culture of zero harm and best practice regarding health, safety, wellness and sustainability.How you will be assessedWithin the context of the role description above, the ideal applicant will be someone who has the following key capabilities:Demonstrated ability to coordinate the development, implementation and evaluation of the effectiveness of administrative systems, policies and performance indicators.Demonstrated ability to lead, advise and supervise the Customer Service and Admissions staff.Well-developed skills in the application of current software packages and information systems.Well-developed interpersonal and communication skills.Displays the initiative, attitude and ability to thrive within a dynamic, challenging and changing environment.Highly Desirable RequirementsPrevious leadership position in a sales team.Call Centre leadership experience.Minimal leave during peak sales periods (October to February, June and July).How to applyIf youre 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);The contact details for two referees (one of whom is your current supervisor).Please note this expression of interest is open to TAFE Queensland employees only.Closing date: 4.00pm, Tuesday 18 February 2025Job Reference Number: TQ2025-121For further information, please contact:Phone: 07 55818 297Further informationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity. #J-18808-Ljbffr
Job Title
Team Leader, Customer Service