Manager, Customer Service

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 Manager, Customer Service, you will:

• lead and manage a multi-disciplinary Customer Service team to provide best-practice customer service including student enrolments and contact centres;
• ensure a high-quality customer experience with a focus on maximising enrolments and customer satisfaction; and
• provide expert advice and direction to key stakeholders with respect to customer service operations.

This position reports to the Director, Client and Commercial Operations.

This is a Permanent, Full-Time opportunity

The position will be based primarily at either Cairns or Townsville campus however you may be required to perform work at other TAFE Queensland campuses.  

Key Responsibilities

• Lead and manage the effective development and implementation of quality, customer-focussed services and administrative processes, ensuring that:
  • operational objectives are aligned to regional and state-wide strategic and business performance goals and identified priorities;
  • customer service operations are compliant with regulatory standards, Departmental requirements and TAFE Queensland policies and procedures;
  • systems and quality documents, procedures and policies relating to customer service operations meet business requirements and are regularly reviewed to facilitate ongoing improvement; and
  • services support an integrated student experience across career exploration, pathway advice, enrolment and support services to assist students to make informed decisions and successfully progress through their learning and employment journey.
• Lead, manage and develop a high performing Customer Service team, providing leadership on individual and team performance, fostering a culture of collaboration and improvement, and recognising and addressing opportunities to improve performance.
• Provide expert advice and recommendations to relevant stakeholders with respect to customer service operations, including monitoring and reporting on readiness for enrolment, enrolment opportunities and Key Performance Indicators (KPIs), ensuring appropriate strategies are implemented to maximise enrolments.
• Lead the implementation of ‘best practice’ service provision by staying well-informed, identifying opportunities for improvement, including the optimisation of self-enrolment, online engagement and customer-facing systems, and regularly reviewing the effectiveness of customer service, processes, models and approaches.
• Maximise the efficiency and effectiveness of customer service operations through the ongoing evaluation and analysis of systems, workflows, digital enrolment processes and customer-facing technologies, and performance of quality checks; identifying potential barriers to success and developing workable solutions to improve customer outcomes, enrolment growth and operational performance.
• Maintain superior knowledge of the Vocational Education and Training (VET) system, TAFE Queensland products and programs, legislative frameworks and funding models as they relate to customer service; applying these operationally and in the resolution of complex issues.
• Maintain high levels of customer satisfaction through the timely and appropriate management of complaints, negotiating effective outcomes and implementing corrective actions to avoid recurrence.
• Build and sustain relationships through internal and external networks and represent the Region through active participation in working groups, networks and forums, utilising expertise to influence the direction of state-wide strategies for the achievement of consistent provision of high-quality customer service operations.
• Provide high-level coordination of customer service operations to manage change and enhance the efficiency and effectiveness of customer service in a fast-paced, ever-changing environment including effectively allocating and utilising physical, human and financial resources, and supporting the adoption of contemporary digital service delivery practices and technologies.
• Contribute to the success of transformation and cultural change through promoting and modelling the established values of Showing Initiative, Working Together, Focusing on our Customer and Taking Responsibility.

How you will be assessed

The ideal applicant will be someone who has the following key capabilities:

1. Superior knowledge of administrative and customer service systems, processes, models and digital service delivery, including customer self-service and self-enrolment approaches, with the proven ability to provide strategic direction and sound advice in a changing and complex vocational education and training setting.
2. Demonstrated achievement in leading multi-disciplinary teams through the implementation of major system, policy and/or funding changes, ensuring high levels of customer service are maintained.
3. High level communication and consultation skills as evidenced by the proven ability to build and sustain a network of key internal and external relationships to develop and implement consistent, best practice customer services with quality outcomes, including initiatives that support student engagement, pre-enrolment career exploration, pathway advice and the overall student experience.
4. Demonstrated ability to understand, analyse and accurately apply legislation, standards and policy to ensure compliance, resolve issues and maximise business outcomes.
5. Proven ability to provide high level and supportive leadership that rewards excellence, encourages creativity and innovation and maximises workforce capability.

Mandatory requirements:

• Drivers Licence

Highly Desirable Requirements

• Tertiary level qualification in relevant discipline would be advantageous.
• Proficient in Microsoft Office (especially Excel and Outlook)
• Good communication skills, both written and verbal
• High attention to detail and strong organisational skills

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: 24 August 2026

Job Reference Number: TQ2026-804

For further information, please contact:

Contact name: Nikki Giumelli

Role:  Director, Client and Commercial Operations

Email: **************@tafeqld.edu.au