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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 Centres you will be responsible for: • Be responsible for managing the Customer Services Centre to provide contemporary, responsive and effective student services for TAFE Queensland Brisbane customers in accordance with TAFE Queensland policy, business procedures and service standards. This position reports to the Operations Manager, Customer Engagement and Student Services. This is a Temporary, Full-time opportunity, to 30 June 2027 unless otherwise determined. The position will be based primarily at South Bank 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. • Proactively promote the Institute’s range of products and services to increase sales conversions. • Maximise the efficiency and effectiveness of customer delivery operations through the development, implementation, support and oversight of structured planning and monitoring systems and processes in accordance with the TAFE Queensland Brisbane Framework and legislative requirements • Develop and implement key performance indicators for the Customer Services team, in liaison with the Director, Customer Engagement and Student Services. • Manage effective relationships with internal and external stakeholders to drive customer focused practices and intervention strategies to resolve operational issues and investigate complaints for the Customer Engagement and Student Services portfolio. • Foster a culture of teamwork, quality, efficiency and continuous improvement. Undertake training in business processes to implement integrated, centralised and efficient administrative workflows that provide a seamless experience for students and customers. • Research, analyse and prepare reports, briefs, submissions and business cases on service delivery and trends, including customer data to develop and implement strategies to meet current and future demands. • Monitor critical developments in technology, consumer and educational trends in the external environment and apply that knowledge to problem solve and develop new services within the customer services environment. • Ensuring a team-oriented approach within customer and marketing to deliver to manage the wider customer services team and their continuing professional development, team building and integration of services. • In conjunction with line manager, actively identify and report on business risks to implement risk mitigation strategies. • Maintain an understanding of the commercial aspects of TAFE including financial and business performance and any impact from external factors. • Manage team operations against approved budget through monthly reconciliation, preparing business cases, and staffing proposals as required to support team activities. How you will be assessed The ideal applicant will be someone who has the following key capabilities: A proven track record and success in leading a team in a commercial customer service environment to ensure a high-quality delivery of services to current and potential students. High level analytical, conceptual and problem-solving skills as evidenced by a record of achievement in the solution of complex problems within a competitive environment. Proven experience in building and sustaining productive internal and external key stakeholder relationships and working collaboratively to foster a positive and cohesive work environment. Highly developed written and verbal communication skills including the ability to prepare, edit, and value add to official documents and reports with accuracy. Demonstrated commitment in the provision of outstanding client service. Mandatory Qualifications/Requirements There are no mandatory requirements for this role. Highly Desirable Requirements • Tertiary qualifications in business and/or extensive experience in leading a team in a customer service contact centre. • Customer Service and sales experience. • Knowledge of the Vocational Education and Training (VET) sector will be highly regarded. 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: 4pm, 21 August 2026 Job Reference Number: TQ2026-800 For further information, please contact: Liz Filipe, Operations Manager, Customer Engagement and Student Services Liz.Filipe@tafeqld.edu.au
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