Position Title / Customer Service Officer - DIY
Position No / 25022, 25024
Department / Community & Industry Short Courses
Faculty/Centre / Corporate Communications & Business Enterprise
Classification / PACCT Worker 2 (PW2)
SalaryRange / $41,662 p.a. to $45,843 p.a. pro rata
Prepared By / Manager, Community & Industry Short Courses
Date / December 2013
Reference No / 3885680006
Approved By / Associate Director, Human Resources
Primary Objectives of Position / 1.Respond to online, personal, telephone and public enquires adhering to Holmesglen’s standard customer service processes.
2.Assist with the coordination of the delivery of the Cert IV in Building & Construction (Building).
3.Process course enrolments, transfers and refunds for the CISC program via the Institute Student Management system.
4.Provide assistance with a range of administrative tasks to support the delivery of DIY program, at the Chadstone campus.
Manager/Supervisor / Manager, Community & Industry Short Courses
Program Coordinator - DIY
Role of Position /
  • Respond totelephone, public enquiries and enrolments on courses offered, to the Holmesglen standard customer service processes.
  • Provide reception/administration/word processing.
  • Provide assistance in administering the Certificate IV in Building & Construction (Building) in conjunction with Program Coordinator - DIY.
  • Communicate with staff and students.
  • Provide course information to prospective students.

Role Of Subordinates (Where Applicable) / Not Applicable.
Internal Communication Requirements /
  • Communicate with teachers/trainers and students in relation to Holmesglen issues.
  • Communicate with staff in departments such as: Printroomand Security to enable the smooth running of the Department.

External Communication Requirements /
  • Deal with student enquires for CISC department.
  • Provide course information to prospective clients, both at enrolment area and on the telephone, for CISC
  • Assist in course administration of courses delivered in particular DIY and Cert IV in Building & Construction.
  • Direct telephone enquiries to relevant departments.

Specific Accountabilities /
  1. Respond totelephone, public enquiries enrolments on courses offered professionally.
  2. Process applications for enrolments, refunds and transfers through Institute Student Management System.
  3. Assist with the administration of accredited programs.
  4. Process confirmations and/or cancellations for DIY courses.
  5. Process and reconcile cash/EFTPOS/cheque enrolments through Institute Student Management System.
  6. Ensure students have class information and have been telephoned for cancelled courses.
  7. Deliver class list/certificates to appropriate location on and off campus.
  8. Prepare and distribute certificates.
  9. Assist in coordinating course evaluations and compiling a summary of feedback each term.
  10. Provide word processing/photocopying support to sessional teachers/trainers.
  11. Prepare and deliver teacher/trainer information packs and additional materials for class commencement.
  12. Maintain DIY and Cert IV Building & Construction (Building) database for quarterly mailout.
  13. Other duties as directed by Manager, CISC and Program Coordinator.

Qualifications / Secondary qualification or Certificate III or IV in Office Administration or equivalent and relevant experience.
Knowledge /
  • Effective telephone techniques and customer service.
  • Sound knowledge of office practices.

Experience /
  • Experience in dealing effectively with the public.
  • Experience with telephone customer relations.
  • Experience in processing invoices.

Skills /
  • Ability to work as part of a team.
  • Possess good interpersonal skills.
  • Communicate effectively in written and verbal form.
  • Proficiency in Word and Excel packages, including document production and preparations skills.
  • Internet skills.

Key Selection Criteria /
  1. Demonstrated customer service skills.
  2. Sound knowledge of office practices.
  3. Demonstrated experience in document production/preparation.
  4. Ability to work as part of a team.
  5. Good interpersonal skills.
  6. Goodcommunication and organisational skills.

Note /
  • The Incumbent may be required to perform his/her duties at any campus or location controlled by the Board or elsewhere as directed.

1