MEGT Recruitment and Management Services - Customer Service Manager - Field Operations

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 

​The Customer Service Manager (CSM) - Field Operations is responsible for the quality performance of Customer Service Officers–Field (CSO-Field) within their state(s). The CSO-Fields report directly to them. The role is accountable for outbound customer contacts and ensures that benchmarks are achieved in this area, as well as ensuring that inbound calls are answered in a timely manner and that excellent customer service is provided.  The CSM - Field Operations will proactively balance workloads across hubs to ensure maximum efficiency which in turn, minimises expiry rates of Progress Contact. This ensures customer service and business objectives are met within Universal, Gateway and Mentoring services. 

 

This role will also be responsible for engaging and empowering CSO – Field  staff to provide high quality customer service and encouraging an organisation-wide commitment to quality by leading customer-centric development initiatives.​ 


 

RELATIONSHIPS 

  • Reports to the ANP State Manager 

  • CSO-Fields report directly to this role 

  • Works collaboratively with state based other staff including Administration Managers, Assistant Managers, Team Leaders and CSO - CPU 

  • Works collaboratively with Field Operation Managers (FOMs) and field staff 

  • Maintains successful relationships with all internal and external customers. 

  • Maintains successful relationships with employers, apprentices and trainees as well as government bodies, training providers, or other relevant industry bodies as required & where appropriate  


 

DIMENSION 

Division: ANP 

Employees directly supervised: up to 25 

Agreed outcomes:  as per Key Performance Indicators (KPIs) 


 

MANDATORY QUALIFICATIONS AND EXPERIENCE 

  • High level leadership acumen with demonstrated ability to define, lead and proactively drive effective process changes and continuous improvement activities. 

  • Demonstrated ability to recruit, motivate and manage teams to achieve organisational goals. 

  • Demonstrated capability to successfully influence and negotiate within a complex and fast-changing business environment in order to achieve efficient and effective business outcomes. 

  • Extensive understanding of the AASN Program and VET sector including current trends and change factors impacting the apprenticeship sector. High level analytical skills with creative, and problem-solving capabilities, making decisions based on evidence balanced with experience and intuition. 

  • Highly developed communication and interpersonal skills, able to develop positive and collaborative relationships with internal and external stakeholders. 

  • Strong strategic planning, and financial management skills with an analytical data-driven approach. 

  • Proven record of ethical behaviour and a demonstrated commitment to the values and ethics of MEGT. 

  • High level of digital literacy including multiple Microsoft Office applications and programs and government databases (desired). 

  • Current Driver Licence. 


 

SKILLS, KNOWLEDGE AND ABILITIES  

  • Proven experience in motivating team members to reach organisational objectives and encouraging an organisation-wide commitment to quality. 

  • Ability to balance strategic level thinking with detailed process and procedural understanding in order to provide an operating framework capable of delivering consistent high-quality performance and customer service. 

  • Demonstrated ability to work effectively and collaboratively as part of a diverse team to drive, influence and achieve business objectives across all levels of the organisation. 

  • Detailed understanding of continuous improvement methodologies with a proven ability to develop and deploy organisation-wide improvement projects. 

  • Ability to effectively prioritize and execute tasks, balancing short-term operational gains with long-term strategic considerations, in a high-pressure fast-paced environment. 

  • Able to ensure that all data and information is held securely, respecting strict confidentiality at all times. 

  • Able to integrate improvement considerations into all projects and remain flexible during times of change. 

  • Understanding of risk management activities and able to recognise and work within resource constraints. 


 

DUTIES AND RESPONSIBILITIES 

  • Lead a team to provide a high-quality service through clear direction, communicating MEGT’s mission, vision, strategy, policies and procedures and promoting collaboration throughout the organisation. 

  • Manage all processes related to CSO – Field operations across the entire state(s), setting and managing expectations with team members and assigning, determining and prioritising resources. 

  • Empower team members to provide a consistently high quality of customer service by monitoring contact queues across the entire state(s) – ensuring Progress Contacts are allocated appropriately, taking into account factors such as workload and leave.  

  • Measure, monitor and review data to ensure that expiry rates on Phone Progress Contacts are below 5%, implementing continuous improvement considerations where required.  

  • Effectively manage the routing/allocation of inbound phone calls, taking into account factors such as public holidays and leave. 

  • Take initiative to monitor and ensure the completion of work and accurate, reliable and secure data entry that will support MEGT to maximise the opportunity to earn fee for service.  

  • Identify and advise the State Manager of issues likely to impact on completion of Phone Progress Contacts, customer service levels, or Career Hub or Mentoring activities and assist in the implementation of any continuous improvement activities. 

  • Ensure all staff have the required resources and training to proactively prompt and efficient and quality contact to all MEGT customers in a courteous, professional and empathetic manner. 

  • Support and monitor processes to ensure CSO – Field assists employers and Australian Apprentices with the successful completion of Training Contracts, incentive claims, personal benefit claims and Trade Support Loan Applications.  

  • Proactively follow up customer enquiries either directly or with other appropriate MEGT personnel within agreed service standards and take responsibility for answering these queries. 

  • Ensure staff identify/refer clients to relevant and appropriate agencies such as State Training Authorities (STAs), Registered Training Organisations (RTOs), and other relevant organisations. 

  • Empower CSO – Field with the appropriate training and knowledge to assist employers and prospective Australian Apprentices with the Gateway process and Mentoring support if required. 

  • Actively pursue up to date knowledge of all relevant legislation, regulations and Government policies that affect AASN services and the employment of Australian Apprentices and ensure such knowledge is effectively communicated to staff. 

  • Implement, monitor and review processes to ensure all required data is maintained accurate, reliably and securely, including for providing up to date information for reporting to MEGT, DESE and the STA and completing phone monitoring in a timely manner. 

  • Empower staff to take initiatives and enable self-evaluation of their performance against personal and business objectives by engaging in the Performance Appraisal and Development Program. 

  • Strive for a high level of staff engagement by: supporting the conduct of surveys to assess staff satisfaction, communicating the results of and taking action based on survey feedback, recognising and acknowledging people’s individual contributions and developing and maintaining an appropriate staff profile. 

  • Maintain a professional, organised and efficient office environment. 

  • Undertake continuous professional development activities by engaging with the MEGT Performance Appraisal and Development Program. 

 

Note:  This Position Description is indicative of the initial expectation of the role and subject to change in line with requirements of 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 

  • Keep expired phone contacts below 5% and aim to reduce further. 

  • Ensure that all phone calls to Hubs are answered in a specified time frame and abandonment rates are below rates set by State Manager, with minimal diversion to CPUs. 

  • Workloads to CSO–Field are distributed effectively and efficiently with phones routed appropriately. 

  • Maximise fee for service to be collected by MEGT by meeting KPIs. 

  • Comply with contract requirements; maintain accurate records of all activities and according to DESE and STA guidelines. 

  • High level of customer satisfaction in handling external stakeholder enquiries. 


 

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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