If you’ve been searching for a secure, full-time government job that leverages your customer service experience, look no further. TAFE NSW is offering a fantastic opportunity for individuals passionate about providing exceptional customer service. This role not only promises job security but also the chance to build a rewarding career within the public sector.
| Organisation / Entity | TAFE NSW |
|---|---|
| Job Location | Statewide – work at TAFE Campuses across NSW. From Penrith to Loftus, Kingscliff to Bega |
| Work Type | Full-Time |
| Total Remuneration Package | Base Salary $66,212 – $73,085 p.a plus superannuation and annual leave loading |
| Closing Date | 28/10/2024 |
Click here to Apply
Why the Customer Service Representative Role at TAFE NSW Is a Great Opportunity
As a Customer Service Representative at TAFE NSW, you’ll have the chance to engage with a diverse range of transactions and inquiries across the Student Services Branch catalogue. You’ll consistently meet service level standards while adhering to TAFE NSW processes, compliance, legislative requirements, and systems. Collaborating with teams across Student Services and the Student Experience Group, you’ll resolve customer inquiries and build a network that can help you advance your career.
One of the standout features of this role is the opportunity to pick your location. You can work at any of the numerous TAFE campuses across New South Wales—from Katoomba to Kingscliff, Penrith to Bega. This flexibility allows you to choose a location that’s convenient for you.
This is an excellent entry-level role offering a full-time position with 35 working hours per week. Say goodbye to after-hours work; customer service shifts are scheduled between 8 am and 6 pm, Monday to Friday. This makes it an ideal position for those seeking a work-life balance while starting a promising career in the public sector.
The Recruitment Process for TAFE NSW Customer Service Representative
The recruitment process for this role is straightforward but competitive. You’ll need to submit an up-to-date resume and answer a targeted question. While the job ad doesn’t specifically ask for a cover letter, it’s highly recommended that you include one. A well-crafted cover letter is your chance to make a strong case for why you’re the best fit for the job, and rest assured—it will get read!
Essential Requirements to Address in Your Cover Letter
In your cover letter, make sure to specifically reference the essential criteria:
- A valid Working with Children Check (required prior to commencement). You can apply for a WWCC here.
- Certificate III in a relevant discipline or equivalent skills, knowledge, and experience.
- Demonstrated capability to provide customer-focused responses and information in a high-volume environment, across enquiry channels including phone, chat, email, and web-based platforms, delivering a high standard of customer experience.
- Demonstrated ability to listen, interpret, and convey information in a clear, accurate, and appropriate manner responsive to individual customer needs.
- Demonstrated administration skills to support contact centre activities and transaction processes, including the use of office technology, information, and customer relationship management (CRM) systems.
What Is “Equivalent Skills, Knowledge, and Experience”?
If you don’t have a Certificate III in a relevant discipline, don’t let that hold you back from applying. The essential criteria mention “equivalent skills, knowledge, and experience,” which means your real-world experience can be just as valuable. In your application, highlight any other relevant training you’ve completed, either personally or through your employer. Make a strong case that your work experience equips you with the necessary skills for the role.
Example Paragraph:
“Working in the hospitality industry for the past four years has provided me with invaluable real-world skills directly applicable to the Customer Service Representative role at TAFE NSW. I’ve honed my ability to deliver exceptional customer service in high-pressure environments, managing multiple tasks simultaneously while maintaining a friendly and professional demeanor. My experience includes handling customer inquiries, resolving complaints promptly, and using point-of-sale and reservation systems efficiently. These experiences have equipped me with strong communication, problem-solving, and technological skills, which I believe are equivalent to the qualifications listed for this position.”
The hiring manager will ultimately decide if your experience is “equivalent” to the qualification listed, so don’t hesitate to apply if you believe you’re a strong candidate.
Focus Capabilities to Highlight
Additionally, you should aim to address the focus capabilities outlined for the role:
| Focus Capability | Level | Demonstrated By |
|---|---|---|
| Display Resilience and Courage | Foundational Level | Be open to new ideas and approaches Offer own opinion, ask questions, and make suggestions Adapt well to new situations Do not give up easily when problems arise Stay calm in challenging situations |
| Commit to Customer Service | Intermediate Level | Support a culture of quality customer service in the organisation Demonstrate a thorough knowledge of the services provided and relay to customers Identify and respond quickly to customer needs Consider customer service requirements and develop solutions to meet needs Resolve complex customer issues and needs Co-operate across work areas to improve outcomes for customers |
| Think and Solve Problems | Foundational Level | Find and check information needed to complete own work tasks Identify and inform supervisor of issues that may impact on completion of tasks Escalate more complex issues and problems when these are identified Share ideas about ways to improve work tasks and solve problems Suggest improvements to work tasks for the team |
| Technology | Foundational Level | Display familiarity and confidence in the use of core office software applications or other technology used in role Understand the use of computers, telecommunications, audio-visual equipment, or other technology used by the organisation Understand information, communication, and document control policies and systems and security protocols Comply with policies on acceptable use of technology |
Targeted Question
You’ll also need to answer a targeted question:
- Describe a time where you dealt with a challenging customer. What was the situation and how did you ensure the needs of the customer were met?
How to Address the Focus Capabilities in Your Application
All NSW Public Sector roles include a list of focus capabilities. For entry-level roles like this one, there are typically around four. The NSW Capability Framework outlines different behavioural indicators for each level and capability. It’s crucial to customise your resume and cover letter to match these focus capabilities.
Use similar language when describing your previous work experience. For example, if you worked in a busy supermarket, you could mention that you “excelled at providing a high standard of customer service by developing an up-to-date knowledge of the services offered and relaying this information to customers.” This directly addresses the behaviour indicators mentioned above.
Getting this right makes it easier for the hiring manager—who may be reviewing hundreds of applications—to quickly see that you meet all the focus capabilities, increasing your chances of progressing to the interview stage.
Example Application
Below is an example cover letter for Michelle, who has experience in customer service at major department stores in Western Sydney. She lives in Katoomba and prefers to work from Katoomba or Wentworth Falls TAFE but is willing to travel to various Western Sydney TAFE locations or even to Lithgow.
[Your Name]
[Your Address]
[City, State, Postcode]
[Your Email Address]
[Your Phone Number]
[Date]
Hiring Manager
TAFE NSW
Re: Application for Customer Service Representative Position
Dear Hiring Manager,
I am excited to apply for the Customer Service Representative position at TAFE NSW. With my extensive experience in customer service roles at major department stores in Western Sydney, I am confident in my ability to deliver exceptional service to TAFE NSW students and staff.
I hold a Certificate III in Business, which has equipped me with relevant skills and knowledge. Additionally, I possess a valid Working with Children Check and am prepared to provide it prior to commencement.
In my previous roles, I have demonstrated capability to provide customer-focused responses and information in high-volume environments. I effectively managed enquiries across multiple channels, including phone, email, and in-person interactions, ensuring a high standard of customer experience.
My ability to listen, interpret, and convey information in a clear and accurate manner has been instrumental in meeting individual customer needs. I am adept at using various office technologies and have experience with customer relationship management (CRM) systems, which has honed my administration skills to support contact centre activities and transaction processes.
I am particularly drawn to TAFE NSW because of its commitment to quality education and community development. Being based in Katoomba, I appreciate the opportunity to work at either the Katoomba or Wentworth Falls campuses. However, I am also willing to travel to other Western Sydney TAFE locations or Lithgow as needed.
Targeted Question Response
Describe a time where you dealt with a challenging customer. What was the situation and how did you ensure the needs of the customer were met?
In my previous position at a major department store, I encountered a customer who was upset about a delayed online order. The customer needed the item for an event the next day and was frustrated. I stayed calm in the challenging situation and listened carefully to understand the specifics of the issue. I apologised for the inconvenience and quickly identified the customer’s needs. I checked our inventory and found the item in-store. I offered to hold it for them to pick up immediately or have it delivered to their location the same day. The customer was grateful for the prompt solution and left satisfied. This experience reinforced my commitment to providing quality customer service and my ability to resolve complex customer issues.
Thank you for considering my application. I am eager to contribute my skills and grow with TAFE NSW. I look forward to the opportunity to discuss how my experience aligns with your needs.
Sincerely,
[Your Name]
Click here to Apply
Preparing for the Interview
The focus capabilities not only guide your application but also hint at the areas that will be explored during the interview. For this Customer Service Representative role, you can expect questions related to “Commit to Customer Service” at an intermediate level.
Potential Interview Questions
- Give an example of how you have shared a culture of quality customer service in an organisation.
- How do you stay up-to-date on organisational policies to provide accurate advice to customers?
- Describe how you have resolved complex customer issues and needs in the past.
The NSW Public Service Commission offers a tool with numerous example interview questions. You can access the capability application tool here.
Final Thoughts
Securing the Customer Service Representative position at TAFE NSW is a significant step toward building a fruitful career in the public sector. The role offers not just job security but also the chance to make a meaningful impact on students’ lives across New South Wales.
If you find success in your application, we’d love to hear from you. Congratulations in advance on taking this important step in your career!
