Operations Coordinator, Customer Service

About the role

The Operations Coordinator, Customer Service will support the Customer Engagement team in delivering high‑quality service to prospective and current students. Based in South Brisbane, you will help manage daily operations, supervise staff, and ensure service standards align with TAFE Queensland’s strategic goals.

Key responsibilities

• Coordinate daily Customer Service operations by prioritising tasks, monitoring workflow and identifying service trends.
• Support the Manager with staff rostering, training and supervision to maintain consistent service delivery.
• Facilitate customer requests using active listening, problem‑solving, negotiation and conflict‑resolution techniques.
• Handle escalated interactions and provide coaching and constructive feedback to Customer Experience Officers.
• Collaborate with internal teams to drive continuous improvement and achieve service level targets.
• Maintain accurate records across TechnologyOne, SMS, Dynamics 365, Amazon Connect, QFlow and Microsoft 365 for reporting and analysis.
• Monitor performance metrics, produce weekly reports and contribute insights to the Manager.
• Participate in additional projects and initiatives as required.

Required profile

• Strong communication and interpersonal skills with a customer‑focused mindset.
• Ability to supervise and coach staff, manage rosters and support training initiatives.
• Proven problem‑solving and conflict‑resolution capabilities.
• Analytical mindset to identify trends and provide actionable insights.
• Flexibility to work across multiple TAFE Queensland campuses when needed.

Required skills

• TechnologyOne
• SMS platforms
• Microsoft Dynamics 365
• Amazon Connect
• QFlow
• Microsoft 365 suite