Information Officer-TAFE and Training Line (VPSG3)

Job posted: 04/10/2021
Applications close: 19/10/2021 (Midnight)
1 day remaining

1 day remaining

Job Description

Location: Western Region | Ballarat

Job type: Full time

Organisation: Department of Education and Training

Salary: $71,853 - $87,245

Occupation: Customer Service/Call Centre

Reference: VG/DET/VSA/20002225_230

Reference: VG/DET/VSA/20002225_230

Occupation: Customer Service/Call Centre

Salary Range: $71,853 - $87,245

Work location: Western Region | Ballarat


Ongoing - Full Time


About the role

The Information Officer provides quality information and advice to the public about post-secondary education and training options in Victoria via telephone, web chat, email and SMS.

The Information Officer roles:

  • lead student engagement activities including opportunities to engage and support students via inbound and outbound activities leveraging digital channels and electronic direct marketing (eDM). Leveraging Salesforce suite of customer engagement tools, the Information Officer will manage student enquiry management and student engagement opportunities
  • use the Victorian Skills Gateway resource and other digital platforms such as YourCareer, My Skills, Job Outlook and other online career information sources to provide information and advice to students about occupations, quality training providers, accredited courses and pathways.
  • assists in the development of digital tools for the Client Information and Engagement channels. The role will contribute to the improvement of student support services across the student journey and will contribute to projects across the Division as required.

The Information Officer will demonstrate the following:

  • Experience in student engagement in a post-secondary education setting
  • Experience in delivering high quality front-line advice and support
  • Desire to deliver an exceptional customer experience
  • A customer care mindset
  • Experience and interest in using cloud-based collaboration tools and digital engagement channels including eDM, webchat, SMS
  • Willingness to contribute to a small high performing team and follow established standard processes, scripts and business rules
  • Interest in continuous improvement, working in agile ways and adopting digital technologies

About the Client Information and Engagement Unit

The Client Information and Engagement Unit sits with the Industry Engagement Branch of the VSA. The key role of this Branch is to drive state-wide and local problem-solving, facilitating action with stakeholders to unblock and unlock the right skills supply in the right places.

The Industry Engagement Branch has three teams: the Industry Engagement Unit, the Client Information and Engagement Unit and the Local Engagement Unit.

Client Information and Engagement (CIE) provides prospective students, current students, RTOs, employers, career advisors and other service providers with information about vocational education and training opportunities in Victoria to increase student participation in funded courses.

CIE delivers front-line service delivery via the public VSA website, the Victorian Skills Gateway and the helpline, TAFE and Training Line. The unit is also responsible for the maintenance and rollout of the VSA's Client Relationship Management (CRM) system using salesforce.

About the Victorian Skills Authority

The Victorian Skills Authority (VSA) is an Administrative Office of the Education and Training portfolio reporting to the Minister for Training and Skills/Minister for Higher Education.

Established in mid-2021, its function is to generate data insights, develop place-based solutions for local problems, promote quality improvement, and identify skills development to achieve job outcomes that strengthen the Victorian economy.

Is this you?

We are looking for someone who values the role of the vocational education and training sector as a key enabler of the Victorian economy. In this instance, we are looking for someone who is committed to providing a positive customer experience through clear communication and advice. We want someone who understands the importance of and has experience in providing quality information to the public about post-secondary education and training options in Victoria.

In this job, you will utilise and further develop your communication, conceptual and analytical skills, your ability to work with a diverse range of stakeholders internal and external to government, and you will get good opportunities for professional development.

You will be joining a hard-working, experienced and skilled group of people who are committed to making the Victorian vocational and training system the best it can be and aligned to the needs of people exploring training options in Victoria.. We take our work seriously and we are good at creating a supportive, collaborative and positive working environment.

For more details regarding this position please see the attached position description. For further information, please contact Sue-Anne 03 9059 4501.

Please include in your application:

  • a professional cover letter outlining your skills, knowledge and experience relating to this opportunity;
  • a current resume; and
  • a separate document addressing each of the key selection criteria, with each response limited to one paragraph per criteria.

The Victorian Skills Authority is committed to diversity. The VSA places considerable effort and resources into responding to the needs of staff with disability. People from disadvantaged groups are encouraged to apply for this position. If you require assistance, with the recruitment process, have accessibility or adjustment requirements, please communicate with the contact person listed on this job advertisement or contact the People Division via email: vps.hr.services@edumail.vic.gov.au

Information about the VSA's operations and employment conditions can be obtained from: www.education.vic.gov.au and http://www.education.vic.gov.au/hrweb/Pages/default.aspx.

Applications close 19 October 2021

Information Officer-TAFE and Training Line (VPSG3)

Job type:

Full time

Job classification:



Sue-Anne Garcian | 0390594501

Information Officer-TAFE and Training Line (VPSG3)