Application Support Team Leader jobs

About TAFE Queensland

TAFE Queensland is proud to be the largest and most experienced Vocational Education and Training (VET) provider in the State. For more than 140 years, TAFE Queensland has delivered practical and industry-relevant training to provide students with the skills and experience they need to build lifelong careers. Our award-winning training is delivered on campus, online, and in the workplace to give people the skills they need to enrich their communities, support their industries, and strengthen their local economies.

By working at TAFE Queensland, you can be part of a highly experienced workforce that is closely connected with their industries and dedicated to delivering best practices and innovative training.

Your Opportunity

We are currently seeking applications for two Team Leader opportunities within our team:

Team Leader, Applications

Team Leader, Customer Services

Further information about each opportunity is provided below, with full details available in the attached role descriptions.

When submitting your application, please specify in your cover letter whether you wish to be considered for both positions or for one position only.

As the Team Leader, Applications you will be responsible for:

Providing guidance, motivation and support to the Applications staff in their role of delivering superior service to the organisation's customers and staff via multi-channel communications.

This position reports to the Manager, Applications and TAFE at School Administration.

As the Team Leader, Customer Service you will be responsible for:

Providing guidance, motivation and support to the Customer Service Centres staff in their role of delivering superior customer service to the organisation's customer and staff via multi-channel communications.

This position reports to the Manager, Customer Service Centres

Both opportunities are temporary, full-time until to 25 June 2027 unless otherwise determined.

The position will be based primarily at South Bank Campus however you may be required to perform work at other TAFE Queensland campuses.

Key Responsibilities

Contribute to the success of transformation and cultural change through promoting and modelling the established values of Safety First, Working Together, Focussing on our Customer, Taking Responsibility and Showing Initiative.
Effectively manage a team of Customer Service Officers including the provision of performance management and coaching, training, teambuilding, conflict resolution, motivation, team briefings and skill development in the relevant organisational administrative systems (SMS, CRM etc.).
Roster and schedule team resources efficiently to ensure that workloads can be handled in accordance with agreed Service Level Agreements (SLA's) staff development opportunities are available and the employee skill level, work arrangements, availability and occupancy levels are appropriate.
Retain responsibility for customer service fulfilment by negotiating and resolving conflict via escalation processes and by providing follow-up and feedback to both customers and staff.
Proactively promote the organisation's range of products and services to increase sales conversions.
Ensure information about the organisation's activities and initiatives is accurate, timely, complete and consistent by managing the relationships between the Applications team, faculties and business units.
Establish, measure and evaluate progress against team goals and ensure team and individual contributions against specified key performance indicators.
Liaise with management and staff to ensure the Applications or the Customer Service Centre team goals and objectives are achieved.
Identify trends in customer issues and attitudes through surveys, database statistics and provide advice and feedback to senior management.
Continually review and improve Applications team processes and information ensuring compliance with the organisation's quality system related standards and participate in the development of new systems and technologies.
Maintain a high level of knowledge on the Enrolment and Administration policies and procedures in accordance with TAFE Queensland Brisbane Guidelines and Policy by actively participating in appropriate networks/forums to ensure currency of information.

How you will be assessed

The ideal applicant will be someone who has the following key capabilities:

Demonstrated ability to apply statistical measures to workflows for resourcing, rostering, scheduling and performance measurement.
Proven ability to manage own and others time effectively through scheduling, prioritisation and delegation.
High level analytical and conceptual skills including ability to solve complex work-related issues and develop innovative solutions to facilitate excellence in customer service.
Demonstrated experience in building and sustaining productive internal and external key stakeholder relationships and working collaboratively to foster a positive and cohesive work environment.
High level of communication and interpersonal skills, including the ability to effectively liaise, consult and negotiate with external and internal stakeholders to achieve outstanding client service.

Mandatory Qualifications/Requirements

There are no mandatory requirements for this role.

Highly Desirable Requirements

There are no highly desirable requirements for this role.

How to apply

If you're interested in this role, click the 'Apply' button to submit your application via the TAFE Queensland Recruitment Portal. When submitting your application, please ensure you provide the following:

A detailed resume;
A cover letter that outlines your known skills, abilities, knowledge and experience in response to the 'How you will be assessed' criteria above (maximum of 2 pages in total); and
The contact details for two referees (one of whom is your current supervisor)

When submitting your application, please specify in your cover letter whether you wish to be considered for both positions or for one position only.

Closing date: 4pm, Friday 6 November 2026

Job Reference Number: TQ2026-1067

For further information, please contact:

Kristy Carroll, Manager, Applications and TAFE at School Administration.

Kristy.Carroll@tafeqld.edu.au<space>This work is licensed under a Creative Commons Attribution 3.0 Australia License.