Student Administration Officer Complaints
Location negotiable (subject to campus availability)
Permanent full-time position + Talent Pool
$110,972 – $119,506 salary package - includes base salary ($97,771 - $105,29, plus employer’s contribution to superannuation and annual leave loading
At TAFE NSW, we are dedicated to life-changing impact
That’s why we offer world-class training and education that delivers the skills needed for the jobs of today and tomorrow.
Life-changing impact starts with an incredible team that sees their career as an opportunity to transform someone’s world. Whether that’s inspiring students, supporting each other, or helping our communities and industries flourish.
We live by TAFE NSW values: Customer Focus, Integrity, Collaboration, and Excellence. They define who we are, how we work, and inspire our performance.
We invest in our people
At TAFE NSW, you will discover a diverse, dynamic, and collaborative environment, where you can innovate, create value, and do meaningful work.
We provide you with tools, ongoing training and professional development, health and wellbeing programs, and a 35-hour working week with a variety of flexible working options.
About the role
The Student Administration Officer Complaints is responsible for performing a range of customer support and administrative activities to support the implementation of best practice complaints management policy and processes, including reviews, responses, and escalation processes to optimise case management and resolutions. The role provides support and assistance in relation to complaints from domestic and international TAFE NSW students, community members, stakeholders, and members of the public, ensuring timely and effective case management and resolution outcomes.
This is a permanent full-time position, with the location negotiable subject to campus availability. In addition, this recruitment process will be used to establish a talent pool for upcoming Student Administration Officer Complaints opportunities that may arise.
About you
You have experience in coordinating the receipt, investigation, and response to customer complaints and feedback, and working with stakeholders to strengthen performance against legislative requirements and improve the customer experience.
You thrive in a high-volume environment, working with competing priorities and ensuring you meet service level agreements. You are confident working independently with limited guidance, making decisions using sound judgement and expertise, and escalating issues where required.
You have demonstrated ability to identify areas for continuous improvement to the provision of complaint services within business units, developing and supporting the implementation of associated templates, tools, systems, and processes.
To about the role, click to view the Role Description.
Our commitment to diversity, equity and inclusion
TAFE NSW is committed to building a culturally safe and inclusive workplace that reflects the diversity of the communities we serve. We welcome applications from all backgrounds and encourage you to apply. If you require adjustments during the recruitment process, please contact our Talent Acquisition Advisor listed below.
To apply for this role, click 'apply now' and provide:
- Your current resume
- A response to the below targeted question when prompted in the application form (max. 300 words)
Targeted Question: Provide an example of a time when you had to work with multiple stakeholders to resolve a complaint. How did you balance their differing priorities while ensuring a positive outcome
A career of life-changing impact awaits you. Apply now!
Applications close: Sunday 6 September at 11.55pm AEST
Additional Information:
General recruitment and adjustment enquiries: Please contact Sarah Aitchison, Talent Acquisition Advisor via email at
[email protected] or call 0435 078 206.
Role-specific enquiries: Please contact Cheyne Jones, Manager Complaints & Resolutions Branch via email at
[email protected]
For support with preparing your application and understanding the recruitment process, visit our Application Process page, and explore the helpful resources available through I Work for NSW.
This is a child-related position. Successful candidates must hold a valid NSW Working with Children Check (WWCC) prior to commencing. TAFE NSW will also conduct an Australian National Criminal Record Check on the preferred applicant as part of the pre‑employment process.
To be eligible for a position at TAFE NSW, you must be an Australian citizen, a permanent resident of Australia, or a New Zealand citizen with a current New Zealand passport.
A talent pool, valid for 18 months, may be created for this position and used to fill future vacancies.
Location is negotiable across our TAFE NSW campuses. Please note that preferred campus location is not guaranteed and is subject to campus availability at the time of offer.
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