MEGT Apprenticeship Network Provider - Assistant Apprenticeship Field Consultant

Objectives of the Division:

MEGT is contracted as an Apprenticeship Network Provider (ANP) to the Australian Government through the Department of Education, Skills and Employment (DESE) to market and administer the Australian Apprenticeship Support Network (AASN).

MEGT ANP’s vision is to provide excellent customer service for, and promote positive collaboration between, employers, potential and current Australian Apprentices (includes apprentices and trainees) and the Australian Government. 

MEGT ANP is committed to building the skills, knowledge and experience of its people so that they are empowered to make determinations using accurate and reliable data, putting the needs of our customers and partners first. MEGT ANP understands the current and future needs of Australian Apprentices and employers and continue to tailor and adapt support to enhance long-term improvement initiatives.

MEGT ANP offers a no cost service to employers, potential and current Australian Apprentices (includes apprentices and trainees) 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


 

Position Description:

The Assistant Apprenticeship Field Consultant (AAFC) is an important and diverse support role within the ANP, engaging with customers across a range of communication methods and assisting the commencement, progress and continuous improvement of Australian Apprenticeships.

The primary responsibilities of an AAFC are to enable the undertaking of a National Training Contract between employers and Australian Apprentices and providing progress contact support to follow up with Australian Apprentices during their apprenticeship term.

The AAFC role is very customer centric, requiring the application of high levels of quality customer service and communication, is somewhat autonomous, requiring time management capabilities and very diverse requiring comfortability with adaptation and change.   


 

Relationships:

  • Reports to the Field Operations Manager (FOM).
  • Works collaboratively and co-operatively with internal and external customers and program stakeholders.
  • Develops and maintains relationships with employers, Australian Apprentices, as well as Government, Registered Training Organisations and other key stakeholders.

 

Dimension:

Division: ANP

Employees directly supervised:

Agreed outcomes:  as per Key Performance Indicators (KPIs)


 

Mandatory Qualifications and Experience:

  • Capability to work, often autonomously, acting with trust and integrity to promote positive collaboration and open discussions.
  • Proven ability to self-motivate, manage work priorities, meet deadlines efficiently and meet KPIs.
  • Demonstrated commitment to continuous improvement and receptiveness to change.
  • Current driver license.
  • Excellent customer service skills, demonstrating a mature, professional approach with a passion for increasing customer satisfaction and driving continuous improvement and learning

     


 

Skills, Knowledge and Abilities:

  • Strong ability to actively develop and manage relationships with customers to achieve sustained success.
  • Ability to engage, respect and support customers of diverse demographics and social backgrounds, with a strong focus on youth.
  • Situational analysis ability to best assess, advise and manage customer needs.
  • High-quality communication and interpersonal skills with the ability to work effectively and collaboratively as a member of a diverse team.
  • Professional written and verbal communication skills.
  • Positive customer service attitude and commitment to exceeding customer satisfaction.
  • Ability to represent MEGT in a confident, professional and knowledgeable manner, acting with trust and integrity at all times.
  • Ability to deliver excellent service through a mature approach utilising tact and diplomacy when interacting with customers and staff.
  • High level of digital literacy across multiple Microsoft Suite applications and programs.
  • Understanding of risk management activities and able to recognise and work within resource constraints.
  • Can adapt to shifting priorities, demands and timeframes through analytical and problem-solving capabilities, making decisions based on evidence balanced with experience and intuition

 

Duties and Responsibilities:

  • Support customer enquiries, ensuring timeliness of response with relevant or requested advice or information to best support and service the customer.
  • Apply high standards of customer centricity and effective time management skills to maximise productivity when scheduling and undertaking NTC sign ups, progress contacts and sales and marketing activities.
  • Provide proactive, prompt, efficient and quality information to external customers regarding the Australian Apprenticeship program including processes and guideline requirements, promotion of the support mechanisms of Career Hub, Mentoring and Registered Training Organisations, and advice regarding available financial opportunities including incentives and trade loans in a courteous, professional and empathetic manner.
  • Develop and actively pursue up-to-date knowledge, understanding and accurate application of ANP policies and procedures to enable supporting the highest levels of compliance, divisional standards and customer experience, as is role relevant.
  • Strive to exceed contractual KPI’s, ensuring all measured data, is accurate, reliable and secure, to allow for compliant and timely reporting per the needs, requirements and capabilities of MEGT and Government stakeholders.
  • Develop and actively pursue up-to-date knowledge, understanding and accurate application of the AASN contract, operating guidelines,  Australian Apprenticeships incentive program, State based nuances and relevant systems and databases, as is role relevant.
  • Contribute to, and support, business development and account management activities. Identify issues that may impact on apprenticeship progress and completion and support these needs through the provision of information or referral to Mentoring services.
  • Identify, develop and implement improvements in service or processes (where appropriate).
  • Undertake continuous professional development activities by engaging with the MEGT Performance Appraisal and Development Program.
  • Ensure that all data and information is held securely, respecting strict confidentiality at all times.
  • Actively pursue up to date knowledge of all legislation, regulations and Government policy relating to the provision of services and your role, as well as MEGT process and procedures.
  • Ensure all functions are performed efficiently, accurately and within determined time frames, with reference to relevant processes and available data.
  • Proactively maintain current knowledge of industry and competitor activity relevant to the role and or region

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:

 

  • Measure, monitor and achieve sign up targets agreed in collaboration with the FOM, in line with organisational objectives
  • Measure and set targets to minimise Training Contract return rate below benchmark agreed in collaboration with the FOM, in line with organisational objectives.
  • Adopt a customer-centric approach in all activities, as measured by a high level of customer satisfaction received through feedback and without any serious or fraudulent incidents or complaints received by the FOM or Administration Manager
  • Support the achievement of exceeding completion benchmarks.
  • Contribute to increasing the commencement, retention and completion rate of Key Priority Groups including Indigenous Australians, Skills Needs Occupations, People with a Disability, Mature Aged Workers and School-based apprentices.
  • Ensure all functions are performed efficiently, accurately and within determined time frames, with reference to relevant processes and available data.

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Health, Safety and Environment 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.


 

National Police Check:

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 AASN 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.


 

Information Security Competencies:

MEGT requires all staff to demonstrate and maintain an adequate and proportionate level of information security knowledge and competence.

 

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