Job details

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 you will be responsible for:

Assist in managing the day-to-day operations within Student Accounts and Loans and provide support to staff in the delivery of superior service to prospective and current customers. 

This position reports to the relevant Manager within the Customer Engagement portfolio. 

This is a Temporary, Full-time opportunity, to 25 June 2027, unless otherwise determined.

The position will be based primarily at Loganlea Campus 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 Student Accounts and Loans business area by allocating priorities, monitoring workflow, and identifying trends in Student Account and Loans activities relating to enrolment changes, withdrawals, refunds and data correction. 

• Support the Manager in supervising staff, including rostering, training and implementing administrative processes and procedures, to ensure consistent delivery of high-quality outcomes across Student Account and Loan activities. 

• Facilitate customer requests efficiently by applying active listening, effective questioning, problem solving, negotiation, and conflict resolution skills, while adhering to approved delegations, business policies and procedures. 

• Receive, investigate and resolve escalated customer interactions and provide constructive feedback and coaching to Delivery Support Officers. 

• Collaborate and communicate effectively with internal teams, proactively seeking information to review and support to drive continuous improvement aligned with legislative and policy requirements to achieve team objectives. 

• Use and maintain currency of knowledge across 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 Engagement portfolio, supporting the development of team plans and the achievement of service level targets and agreements. 

• Monitor, measure, and evaluate student account and loan team 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: 4pm, 25 September 2026 

Job Reference Number: TQ2026-888

For further information, please contact:

Ana Taufa, Manager Student Accounts and Loans

Ana.Taufa@tafeqld.edu.au

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Documents

Before applying for this vacancy please ensure you read the documents below.

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