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Team Leader – Specialised Services

Team Leader – Specialised Services

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Aug. 10, 2017

About us

Open Colleges has been delivering quality education for over 100 years. During this time, we have honed our unique learning model to become Australia’s leader in online learning. We’ve achieved this by continuously evolving our approach to meet the needs of our learners by offering flexible, accessible, supportive, and affordable education.

 We’re dedicated to putting the student at the centre of everything we do and have helped over 700,000 people gain the skills to launch, change or take the next step in their careers.

Our team includes over 400 staff and 300 contract educators. Over the last three years, we have been through a fundamental organisational transformation.

The Opportunity

The Team Leader: Specialised Services will be a passionate and experienced customer service professional with experience in supporting online and distance learning students. The Team Leader: Specialised Services is responsible for managing a high-volume student outreach team, ensuring the team deliver an exceptional online onboarding experience through the provision of study skills support and mentoring.

The Team Leader: Specialised Services will be concerned with the quality of the student experience, student retention and student satisfaction with their learning experience. This position will also provide input into the continuous improvement of the admissions and enrolment processes, compliance, course design, learning materials and assessments as well as the online support materials.

Key Responsibilities:

Quality Learning Experience

The Team Leader: Specialised Services is primarily responsible for the smooth running of the Specialised Services day-to-day operations, with the critical area of focus being quality and service integrity. This integrity will be measured in the following areas:

  • quality of the student experience
  • student retention
  • student satisfaction with their onboarding and support experience
  • proactively managing workloads and resources to ensure SLAs are achieved

Key Responsibilities include:

  • Developing and mentoring a high performing, dynamic team through a period of rapid transformational change
  • Effectively communicating with and managing diverse stakeholders
  • Proactive resource allocation to ensure a student first focus
  • Proactively managing student feedback and escalations within agreed timeframes
  • Training and embedding all student policies and procedures within the team and ensuring consistent application
  • Compilation of monthly statistical reports for management
  • Lead implementation business improvement projects from time to time
  • Provide leadership in facilitating business improvement and knowledge sharing across the team and Open Colleges as a group
  • Any other duties as required

Key Attributes & Experience:

  • Experience (+1year) in call centre support management
  • Experience (+1 year) in vocational course support
  • Experience (+1 year) in distance, flexible or online learning
  • Knowledge of AQTF2010, ACSF
  • Demonstrated experience managing high performing teams
  • Strong communication and coaching skills
  • Strong student focus and ethos

Educational Qualifications:

  • Relevant qualifications in Training and Assessment


Please be aware that it is a requirement of this position that background checks are completed. The background checking process includes reference checking and validation of employment; proof of qualifications; proof of rights to work within Australia; and a police check.

Please email your resume and cover letter to Ciaran Martin, Talent Acquisition Specialist, Open Colleges (02) 8048 5006.

Please note that due to the high volume of response anticipated for this role, only short-listed candidates will be contacted.

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