MEGT Apprentice Network Provider - Customer Service Manager - Mentoring Services

Objectives of the Division:

MEGT is contracted as an Apprenticeship Network Provider (ANP) to the Australian Government through the Department of Education and Training (DET) to market and administer the Australian Apprenticeship Support Network (AASN) Programme. MEGT ANP offers a free service to employers, apprentices and trainees (both current and prospective) by:

 

  • providing customised pre-commencement services designed to screen, test, stream and match apprentices (and apprenticeships) to potential employers

  • completing and lodging National Training Contracts with the relevant State/Territory Training Authority

  • determining eligibility for participation and government funding

  • processing where applicable, incentive payments to employers and personal benefits and Trade Support Loans to Australian Apprentices

  • providing advice to employers and Australian Apprentices on relevant training packages

  • monitoring the progress of individual Australian Apprenticeships

  • providing tailored support such as mentoring for Australian Apprentices and employers

  • attending workplaces to provide support prior to and during the Australian Apprenticeship.

 

Objectives of the Position:

The Customer Service Manager – Mentoring Services is responsible for the performance of Customer Service Officers – Mentoring Services and will have the Customer Service Officers reporting directly to them. The role is accountable for outbound mentoring contacts and ensuring that benchmarks are achieved in this area, as well as ensuring that appropriate follow-up and/or referral to Mentors/external organisations occurs in a timely manner. The Customer Service Manager – Mentoring Services will also be responsible for the coordination of electronic contact methods, including SMS and Facebook contact, and accurate data entry.

 

Relationships:

  • Reports to the Manager – Mentoring Services

  • Customer Service Officers – Mentoring Services will report directly report to this role

  • Works closely with the Mentoring Team Leader and Mentors across all states

  • Works co-operatively with administration staff including Managers, Assistant Managers, Team Leaders and Customer Service Officers - CPU

  • Works co-operatively with Field Operations Managers and field staff

  • Works co-operatively with Customer Service Managers and customer service staff

  • Maintains relationships with all internal and external clients

  • Maintains relationships with employers, apprentices and trainees as well as government bodies, specialist service providers, and other stakeholders as required and where appropriate.

 

Dimension:

Division:                                                          ANP

Employees directly supervised:             Up to 10

Agreed outcomes:                                       as per Key Performance Indicators (KPIs)

 

Selection Criteria:

  • Ability to coach and motivate staff to achieve outcomes

  • Demonstrated experience in achieving results in a similar environment

  • Previous experience in youth/social work or relevant fields

  • Strong mentoring and guidance skills

  • Strong customer service skills with excellent communication skills, professionalism, and an ability to maintain confidentiality at all times

  • Ability to identify issues and solutions, including appropriate avenues for referral, and to build and maintain relationships

  • Ability to understand and proactively assess workloads for staff reporting to the role, with the ability to delegate and prioritise accordingly

  • Proven experience in meeting set targets including the ability to manage staff to meet KPIs and customer service standards

  • Ability to coordinate electronic contact methods and utilise social media

  • Experience in analysis and reporting

  • Ability to work in a team environment and be receptive to change

  • Ability to prioritise and manage time effectively to successfully achieve results

  • High level of attention to detail, data entry skills and computer literacy, preferably including Microsoft Office and government databases.

 

Qualifications, Skills and Attributes:

  • The ability to manage staff

  • A determination to achieve and exceed set KPIs

  • An understanding of contractual requirements

  • Experience &/or qualifications in youth/social work, or progress towards these qualifications, e.g. Certificate IV in Community Services (Youth Work), would be highly regarded

  • Ability to communicate with all levels of an organisation

  • Ability to analyse workloads and prioritise and delegate effectively to ensure consistent workloads

  • Ability to employ a solutions-based, flexible approach and the ability to work with internal and external stakeholders

  • High level administrative skills including accurate data entry

  • Maintain strict confidentiality, integrity and credibility

  • Excellent oral and written communication skills including accurate spelling and grammar

  • Professional and courteous manner when dealing with clients and staff

  • Ability to identify, understand and take ownership of client issues, and ensure appropriate resolution

  • Demonstrated ability to interpret and analyse information

  • Ability to use initiative and self- manage workloads

  • Negotiation and diplomacy skills required

  • Mature approach when interacting with both internal & external clients

  • Problem solving and ability to identify escalation/referral points

  • Well presented with a professional, confident and friendly approach

  • Be willing to contribute to personal and organisational development

  • Knowledge of the Australian Apprenticeship Support Network Contract would be desirable

  • Ability to troubleshoot and problem solve when required.

 

Duties and Responsibilities:

  • Manage Customer Service Officers – Mentoring Services

  • Manage In-training services phone/electronic contact to ensure state benchmarks are achieved/exceeded

  • Coordinate electronic contact methods, including SMS and Facebook contact

  • Accountable for the completion of work and data entry for In-Training Support services to ensure MEGT can meet/exceed In-Training Support services benchmarks

  • Advise the Manager - Mentoring Services of issues likely to impact on completion of In-training services contacts, customer service levels, or other In-training services activities.

  • Work cooperatively with Mentoring Team Leader to facilitate referrals and identify issues

  • Ensure all contact with MEGT’s customers is attended to promptly and efficiently and in a confidential, courteous, professional and empathetic manner

  • Ensure Customer Service Officers – Mentoring Services appropriately identify issues that may impact on Australian Apprenticeship completion and address these issues through the provision of support, information, or referral to a Mentor/appropriate services

  • Follow up client enquiries/issues either directly or with other appropriate MEGT personnel within agreed service standards and take responsibility for answering these queries

  • Ensure Customer Service Officers – Mentoring Services assist employers and prospective Australian Apprentices with the Gateway process if required

  • Ensure staff organise and conduct scheduled contacts and record all contact activities in relevant internal & external databases clearly and accurately

  • Ensure staff utilise all relevant databases for completing In-training contacts in a timely manner

  • Develop and maintain an up-to-date knowledge of all legislation, regulations and government policy relating to the provision of AASN services including AASN Contract requirements

  • Develop and maintain a thorough understanding of MEGT AASN processes and procedures, and how they relate to this role

  • Maintain all data as required to ensure accurate and up to date information for reporting to MEGT, DET and the STA where required

  • Complete PADPs for staff in line with MEGT time-frames

  • Maintain a professional, organised and efficient office environment

  • Adhere to privacy legislation in the collection, storage and provision of information.

 

Note:    This Position Description is indicative of the initial expectation of the role and subject to change in line with requirements of the Department of Education and Training and/or MEGT’s goals and priorities, activities or focus of the job. The incumbent can expect to be allocated duties not specifically mentioned in this document, but within the capacity, qualifications and experience normally expected from persons occupying positions at this level. 

 

Key Performance Indicators:

  • Ensure set targets for In-training participants are met or exceeded

  • Ensure targets for referral numbers are met

  • Ensure follow up contacts are completed within specified timeframes and electronic methods are utilised appropriately

  • Ensure effective identification of issues and implementation of strategies to address issues

  • Comply with contract requirements and ensure data is captured and recorded accurately and in a timely manner for In-Training Support Services

  • Ensure high levels of confidentiality, professionalism and customer service are maintained at all times.

 

Health, Safety and Environment (HSE) Responsibilities:

All staff are required to take reasonable care for their own health and safety and that of other personnel who may be affected by their conduct.

 

Police Check:

All ANP staff are required to undertake a National Police Check prior to commencing employment. A State/Territory Working with Children or Working with Vulnerable People Check may also be required by any applicable State/Territory legislation. A clearance to work with children in connection with the delivery of Network Support Services is mandatory. The National Police Check must be renewed every two years as a minimum.

 

Diversity:

MEGT is committed to welcoming and maintaining a diverse workforce, which will help us attract and retain a team of talented people to better serve our clients and improve business results.

 

Privacy Notification:

MEGT requires personal information relevant to your employment. The collection and handling of the information will be consistent with the requirements of the Privacy Act.

 

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