About TAFE Queensland
TAFE Queensland is proud to be the largest and most experienced Vocational Education and Training (VET) 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. Our award-winning training is delivered on campus, online, and in the workplace 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 that is closely connected with their industries and dedicated to delivering best practices and innovative training.
Your Opportunity
As the Operations Coordinator, Customer Service, you will:
* Assist in managing the day-to-day operations within Customer Service and provide support to staff in the delivery of superior service to prospective and current customers.
This position reports to the relevant Manager within Customer Engagement portfolio.
This is a Temporary, Full-time opportunity, to 31 December 2026 unless otherwise determined.
The position will be based primarily at South Brisbane however you may be required to perform work at other TAFE Queensland campuses.
Key Responsibilities
* Contribute to the success of transformation and cultural change through promoting and modelling the established values of Safety First, Working Together, Focussing on our Customer, Taking Responsibility and Showing Initiative.
* Coordinate the daily operations of the Customer Service business area by allocating priorities, monitoring workflow, and identifying trends in customer service issues and behaviours.
* Support the Manager in supervising staff, including rostering and training, to ensure consistent delivery of high-quality customer service.
* Facilitate customer requests efficiently by applying active listening, effective questioning, problem-solving, negotiation, and conflict resolution skills, while adhering to business policies and procedures.
* Receive escalated customer interactions and provide constructive feedback and coaching to Customer Experience Officers.
* Collaborate and communicate effectively with internal teams, proactively seeking information and support to drive continuous improvement and achieve team objectives.
* Use a range of systems and platforms, including TechnologyOne, SMS, Dynamics 365, Amazon Connect, QFlow, and Microsoft 365 to maintain accurate and up-to-date customer service records for reporting and analysis.
* Contribute to a multi-functional customer service team, supporting the development of team plans and the achievement of service level targets and agreements.
* Monitor, measure, and evaluate customer service performance, providing weekly reports and insights to the Manager.
* Ensure daily activities align with broader business operations and strategic goals.* Participate in additional projects and initiatives as required.
How you will be assessed
The ideal applicant will be someone who has the following key capabilities:
1. Demonstrated skills to coaching staff, including the ability to review systems, procedures, and team performance to ensure operational effectiveness.
2. Ability to interpret and manage workflows for resourcing, rostering, scheduling, and prioritising tasks within a dynamic service environment.
3. Demonstrated motivational and leadership skills, including initiative, innovation, team building, and the ability to foster strong customer-focused relationships.
4. Highly developed interpersonal, negotiation, written and oral communication skills, with the ability to effectively engage with a diverse range of stakeholders, including current and prospective customers.
5. Proficiency in using a variety of systems and platforms within a customer service environment, across both face-to-face and call centre operations.
Mandatory Qualifications/Requirements
There are no mandatory requirements for this role.
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: 5pm, 17 June 2026
Job Reference Number: TQ202-463
For further information, please contact:
Kristy Carroll, Manager Applications and TAFE at Schools Administration
[email protected]<space>This work is licensed under a Creative Commons Attribution 3.0 Australia License.
