Customer Service Coordinator

Leading National Industry Association Professional, supportive team environmentFull time, fixed term role for 12 months Located at our Hindmarsh Office, SA The organisationThe Housing Industry Association is Australia's peak private sector building industry body, representing builders, trade contractors, manufacturers, suppliers and related industry participants. As a national industry organisation, HIA's primary role is to represent and advance the interests of its members.HIA Training Services is Australia’s leading housing industry Registered Training Organisation (RTO). HIA delivers a range of training programs throughout Australia using flexible learning options. HIA’s Training programs cover many specialist fields, including builders licensing, workplace health and safety, business management and technical subject matter.The roleThe Customer Service Coordinator is responsible for student management and training participants by providing a high level of customer service, engagement and support to ensure quality outcomes are achieved and ensuring KPIs are achieved.The Customer Service Coordinator (CSC) is primarily responsible for the compliant and supportive registration, progression and completion of students across a designated region by providing a high level of customer service and support mechanisms to ensure quality outcomes and KPI’s are achieved. Key responsibilities for this role include:Using HIA Learning Systems progress and complete student registrations. Collate and verify supporting documents required to support student registration.  Verify and confirm student eligibility for relevant state funding contracts.   Facilitate/support student LLN completion sessions.  Determine suitability and eligibility.Work closely with the Training Manager and broader training team to forecast and track enrolments of upcoming courses;Manage a caseload of participants from induction through to completion, including conducting inductions and monitoring student assessments if requiredProactively drive a culture of sales and service to ensure targets and service levels are maintained and KPI’s are met;Accurate record-keeping in VETtrak and maintenance of student recordsMaintain a current understanding of HIA training products, funding and entry requirements;Ensure that a strong focus on sales is maintained at every opportunity and contribute to selling to prospective students.To be successful, you will require:High level of interpersonal and communication skillsHigh level of administrative skillsWell-developed organisational and time management skillsAbility to foster and develop work relationshipsSelf-motivated and able to work independentlyStrong focus on customer serviceExperience in the use of student management systems eg. VETtrakHigh level of accuracy and attention to detailCertificate IV in Training and Assessment highly desirableUnderstanding of ASQA standards + RTO compliance highly desirableDue to the nature of this role, a current Working With Vulnerable People check is required.Position Description AUD Hindmarsh 5007

Customer Service Coordinator

  • Leading National Industry Association
  • Professional, supportive team environment
  • Full time, fixed term role for 12 months
  • Located at our Hindmarsh Office, SA

 The organisation

The Housing Industry Association is Australia's peak private sector building industry body, representing builders, trade contractors, manufacturers, suppliers and related industry participants. As a national industry organisation, HIA's primary role is to represent and advance the interests of its members.

HIA Training Services is Australia’s leading housing industry Registered Training Organisation (RTO). HIA delivers a range of training programs throughout Australia using flexible learning options. HIA’s Training programs cover many specialist fields, including builders licensing, workplace health and safety, business management and technical subject matter.

The role

The Customer Service Coordinator is responsible for student management and training participants by providing a high level of customer service, engagement and support to ensure quality outcomes are achieved and ensuring KPIs are achieved.

The Customer Service Coordinator (CSC) is primarily responsible for the compliant and supportive registration, progression and completion of students across a designated region by providing a high level of customer service and support mechanisms to ensure quality outcomes and KPI’s are achieved. 

Key responsibilities for this role include:

  • Using HIA Learning Systems progress and complete student registrations. 
  • Collate and verify supporting documents required to support student registration.  
  • Verify and confirm student eligibility for relevant state funding contracts.   
  • Facilitate/support student LLN completion sessions.  
  • Determine suitability and eligibility.
  • Work closely with the Training Manager and broader training team to forecast and track enrolments of upcoming courses;
  • Manage a caseload of participants from induction through to completion, including conducting inductions and monitoring student assessments if required
  • Proactively drive a culture of sales and service to ensure targets and service levels are maintained and KPI’s are met;
  • Accurate record-keeping in VETtrak and maintenance of student records
  • Maintain a current understanding of HIA training products, funding and entry requirements;
  • Ensure that a strong focus on sales is maintained at every opportunity and contribute to selling to prospective students.

To be successful, you will require:

  • High level of interpersonal and communication skills
  • High level of administrative skills
  • Well-developed organisational and time management skills
  • Ability to foster and develop work relationships
  • Self-motivated and able to work independently
  • Strong focus on customer service
  • Experience in the use of student management systems eg. VETtrak
  • High level of accuracy and attention to detail
  • Certificate IV in Training and Assessment highly desirable
  • Understanding of ASQA standards + RTO compliance highly desirable
  • Due to the nature of this role, a current Working With Vulnerable People check is required.

A full job description can be found in the Careers section of the HIA website, Careers at HIA.

HIA employees enjoy a variety of benefits including the option to purchase up to two weeks annual leave per calendar year, salary sacrifice arrangements, study assistance program, paid maternity leave, and group insurance cover. Eligibility requirements apply.

If you are interested in this position, please submit your application by clicking on the link to apply before 13 May 2024. 

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