MEGT Apprenticeship Network Provider - Customer Service Officer - 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). MEGT ANP offers a free 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) and 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 the Australian Apprenticeship

  • 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:

This position provides an important support role within MEGT ANP Mentoring Services  team and is responsible for providing internal and external clients quality customer service. The role will be varied and involve performing outbound Mentoring Services  contacts, receiving inbound Mentoring Services  contacts, and completing data entry. In addition, the role will be required to assess issues that may impact on Australian Apprenticeship completion and identify required action, including referral to specialist Mentors or external organisations. The role must be completed in line with Key Performance Indicators (KPIs), as well as being compliant with relevant guidelines. High levels of customer service, confidentiality and professionalism should be displayed in all dealings with internal and external clients.  A self-starter who can efficiently manage time frames is required for this role.



  • Reports to the Customer Service Manager – Targeted Services

  • Works closely with managers within the state/territory, field staff, administration staff and other MEGT staff as required.

  • Maintains relationships with employers, Australian Apprentices, as well as Government programs, Registered Training Organisations and other key stakeholders.

  • Works closely with program referral partners.



Division:                                                          ANP

Employees directly supervised:             Nil

Agreed outcomes:                                       as per Key Performance Indicators (KPIs)


Selection Criteria:

  • Excellent communication and interpersonal skills

  • A mature and professional approach, with an ability to maintain confidentiality at all times

  • An excellent phone manner with inbound and outbound calls

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

  • Proven experience in meeting set targets, KPIs and customer service standards

  • Ability to foster positive relationships between apprentices and employers

  • Ability to assess, advise and manage situations

  • Previous experience in youth/social work or relevant fields

  • Good communication skills and ability to build relationships

  • Strong mentoring and guidance skills

  • Ability to work autonomously with excellent time management and planning skills

  • Ability to identify appropriate solutions and provide assistance, including referral to specialist organisations

  • Computer literacy, with an ability to accurately complete data entry and manage client information


Qualifications, Skills and Attributes:

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

  • Experience in an enviorment with significant phone traffic

  • Professional and courteous manner when dealing with clients and staff

  • Ability to take ownership of client issues to find solutions and work with internal and external stakeholders to resolve these

  • 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

  • Demonstrated ability to interpret and analyse information

  • Ability to use initiative and self manage workloads

  • Negotiation and diplomacy skills

  • Mature approach when interacting with both internal & external clients

  • Problem solving and ability to identify escalation points

  • Well presented with a professional, confident and friendly approach

  • Maintain strict confidentiality at all times

  • Be willing to contribute to personal and organisational development

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

  • Relevant administration qualifications or experience.


Duties and Responsiblities:

  • Providing customer service to customers either in person or via the telephone

  • Perform Mentoring Services  contacts with Australian Apprentices and employers and maintain timely and accurate records within the appropriate systems

  • 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 either directly or with other appropriate internal or external stakeholders within agreed service standards

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

  • Focus on meeting customer expectations by delivering quality customer service

  • Maintain and update client records

  • Provide advice and support to relevant internal and external customers in line with the Network Support Services Contract requirements 

  • Develop and maintain up to date knowledge of all legislation, regulations and Government policy relating to the provision of AASN services

  • Develop and maintain an understanding of MEGT AASN processes and procedures, and how they relate to your role

  • Perform administrative tasks and functions in line with the Australian Apprenticeship Support Network (AASN) Operating Guidelines

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

  • Prioritise and maintain own workload, solve complex policy problems or refer to line Manager where appropriate

  • Identify, develop and implement improvements in service or processes (where appropriate)

  • Maintain a professional, organised and efficient office environment

  • Adhere to privacy legislation in the provision and sharing of information at all times


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:

  • Meet Mentoring Services  participant targets as set by the Customer Service Manager – Targeted Services

  • Meet Mentoring Services  referral targets as set by the Customer Service Manager – Targeted Services

  • Work effectively  as part of a team responsible for the provision of Mentoring Services

  • Manage all Mentoring Services related activity in a professional and timely manner

  • Ensure effective identification of issues and implementation of strategies to address issues, including referral

  • Maintain accurate records of all activities and according to the DET and STA guidelines

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

  • Comply with contractual requirements


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.



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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