Team Leader Customer

Team Leader Customer & Student Support – Manufacturing Centres of Excellence Location: Newcastle, Wetherill Park or Wollongong Campus Temporary Full-time until June 2028 $145,605 - $160,719 salary package - includes base salary ($128,284 - $141,600), 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. The TAFE NSW Manufacturing Centres of Excellence (MCoE) are National Centres of Excellence, a joint initiative between the Australian Government and NSW Government under the National Skills Agreement. MCoEs are an innovative education model to tackle the manufacturing skills challenge for NSW and Australia. Located in Western Sydney, the Hunter, and the Illawarra, each centre specialises in different areas. These include advanced manufacturing with robotics and 3D printing, supporting clean energy in net‑zero manufacturing and sustainable manufacturing practices, supporting the heavy manufacturing industry, and supporting new and existing workforce build the skills they need for the future. By partnering with other CoEs, TAFEs, universities and industry, these nationally networked centres ensure training aligns with real‑world job requirements. The MCoEs offer short courses, microskills, and will soon deliver higher apprenticeships to help individuals become job‑ready or enhance their skills for future opportunities. Learn more about this initiative by visiting TAFE NSW Manufacturing Centres of Excellence. About the role As the Team Leader, Customer and Student Support, you’ll play a pivotal role in delivering exceptional student experiences within the MCoE. This position oversees a full suite of student support services, ensuring students are engaged, informed, and supported throughout their learning journey. You will manage customer support enquiries through a triage service model, maintain a knowledge base for streamlined responses, and report on enquiry trends to the MCoE. A key part of the role involves case management for students with higher‑level needs, guiding them through progression and onboarding processes, and coordinating proactive communication to keep them on track. You’ll also lead student engagement programmes and champion continuous improvement initiatives, embedding customer‑centric principles into operations. The successful candidate must be willing to travel regionally as required to the three MCoE campuses at Newcastle, Wetherill Park and Wollongong. About You You are an experienced professional in customer relations with a proven ability to influence, engage and collaborate with diverse stakeholders to achieve shared objectives. Your strong communication skills – particularly in writing clear, plain English – enable you to deliver information effectively and empathetically. You understand the challenges students face in education and have experience in student engagement and support. Highly organised and proactive, you thrive in managing complex enquiries, resolving issues and ensuring students receive timely guidance. Your ability to balance operational priorities with a commitment to service excellence makes you a trusted leader who places the customer at the centre of every decision. Please note, due to the Christmas/New Year shutdown period, interviews for this recruitment will be held mid‑January 2026. To be successful in this role you will hold a: Degree qualification in related field or equivalent skills, knowledge and experience. Demonstrated experience in customer relations with the ability to influence, engage and work collaboratively with stakeholders to achieve common objectives embedding customer‑centric principles in operations. Highly Regarded: Demonstrated experience in Student Engagement Programs To find out more about the role, click to view the Position Description. A career of life‑changing impact awaits you. Apply now Applications close 11.55pm AEDT Wednesday 17 December 2025 To apply for this role, click on 'apply now' and provide: Your current resume Copies of your qualifications (upload as one PDF file). Certified copies preferred; these will be required if successful for the role. Response to one targeted question when prompted in the application form (max. 300 words) TARGETED QUESTION: Provide an example of a project you managed that improved customer or student experience. What was your role, what actions did you take, and what was the outcome? General recruitment and adjustment enquiries: contact Ravinder Mansfield, Talent Acquisition Advisor via Email: ***************@tafensw.edu.au or Tel: 2***. Role‑specific enquiries: contact Susannah Lynch, Manager Student Support via email: **************@tafensw.edu.au or Tel: ***. For helpful insights into preparing your application, TAFE NSW’s recruitment process, and getting interview ready, read through our Application Process and the interactive Capability Application Tool. Our commitment to Diversity, Equality, and Inclusion We are committed to creating a culturally safe and accessible workplace where dignity, trust, respect, and the promotion of diversity and inclusion are valued, so you can safely bring your whole self to work and connect with your community through our many diverse employee networks. If you require an adjustment in the recruitment process, please contact our Talent Acquisition Advisor listed above. This is a child‑related position. A Working with Children Check is a prerequisite for anyone in child‑related work. It involves a national criminal history check and review of findings of workplace misconduct. To be eligible for positions at TAFE NSW, you need to be an Australian Citizen or 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 position(s) of the same classification that subsequently becomes vacant, may be filled via this recruitment. #J-18808-Ljbffr