MEGT Apprenticeship Network Provider - Customer Service Officer – National Key Accounts

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 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

This is a key role within the MEGT ANP National Key Accounts Team and is responsible for providing high quality complex administrative support for key national customers and our National Accounts Team.

 

This role is critical to MEGT ANP’s client retention and growth strategy for key customers and is the conduit to support these customers between our Key Accounts Team, State Teams and Central Processing Units (CPU).

 

The role is also an important part of ensuring that our national customers receive a quality and seamless service and are managed under a nationally consistent framework.


 

RELATIONSHIPS

  • Reports to directly to the Customer Service Manager (CSM)– National Key Accounts

  • Works closely with the Key Account Consultants (KAC) 

  • Maintains close liaison with the Central Processing Units (CPU) and state field teams 

  • Works within the ANP environment.

  • Maintains relationships with employers and Australian Apprentices as well as Government bodies, training providers and other relevant stakeholders


 

DIMENSION

Division: ANP

Employees directly supervised: Nil

Agreed outcomes:  as per Key Performance Indicators (KPIs)


 

MANDATORY QUALIFICATIONS AND EXPERIENCE

  • Excellent communication and interpersonal skills

  • Excellent phone manner when dealing with the internal and external customer

  • Proven experience in meeting set KPIs and customer service standards

  • The ability to build relationships with both internal and external stakeholders

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

  • Capable of meeting the requirements of a high volume environment and meeting competing demands

  • Accurate and efficient data entry skills with attention to detail

  • Ability to understand and interpret applicable guidelines from a Commonwealth and State perspective

  • High level of computer literacy is desirable

  • Previous experience within an AASN environment would be highly desirable


 

SKILLS, KNOWLEDGE AND ABILITIES 

  • Excellent oral and written communication skills

  • Professional and courteous manner when dealing with the internal and external customer

  • Ability to work autonomously, time manage and adjust priorities as required

  • Ability to identify and build effective relationships with a range of internal and external stakeholders

  • Proven ability to meet and exceed KPIs

  • Be willing to contribute to personal and organisational development

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

  • Knowledge of the AASN program would be desirable

  • Relevant administration qualifications or experience

  • Current driver licence


 

DUTIES AND RESPONSIBILITIES

  • Provide complex administrative support and reconciliation activities for key accounts as requested by the CSM – National Key Accounts

  • Provide administration support for the National Key Accounts team

  • Achieve set KPIs as set by CSM

  • Maintain a national account reporting schedule

  • Ensure all eligibility requests are addressed within a timely manner

  • Where required assist with coordinating sign up activities

  • Work cohesively with all internal and external customer to provide a solution-based service

  • Develop and maintain an understanding of all related government guidelines pertaining to the AASN program 

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

  • Provide advice and support in line with the AASN contract requirements

  • Attend all internal team meetings as required

  • Provide support to the National Accounts Team and other MEGT ANP teams to achieve performance targets.

 

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, Skills and Employment (DESE) 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 turnaround targets and KPI’s are achieved as set by the CSM

  • All reporting is prepared in an accurate and timely manner to meet client expectations

  • Positive feedback is received from internal and external customers

  • Provide administrative support to the KAC to drive positive client outcomes

  • Other responsibilities are carried out within reasonably timeframes as assigned by the CSM

  • Compliance requirements are met


 

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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