MEGT Position Description ANP / Customer Service Officer – National Key Accounts

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Objectives of the Division:

MEGT Apprenticeship Network Provider (ANP) is contracted to the Australian government through the Department of Education and Training (DET) to market and administer the Australian Apprenticeship Support Network (AASN). MEGT ANP offers a free service to employers, potential and current Australian Apprentices (includes apprentices and trainees) by:

  • providing customised pre-commencement services designed to screen, test, stream and match apprentices (and apprenticeships) to potential employers
  • completing and lodging National Training Contracts with the relevant State/Territory Training Authority
  • determining eligibility for participation and government funding
  • processing where applicable, incentive payments to employers and personal benefits and Trade Support Loans to Australian Apprentices
  • providing advice to employers and Australian Apprentices on relevant training packages
  • monitoring the progress of individual Australian Apprenticeships
  • providing tailored support such as mentoring for Australian Apprentices and employers
  • attending workplaces to provide support prior to and during the Australian Apprenticeship

Objectives of the Position:

This is a key role within the MEGT ANPNationalKey Accounts Team and is responsible for providing high quality complex administrative support for key national clients and our National Accounts Team.

This role is critical to MEGT ANP’s client retention and growth strategy for key clients and is the conduit to support these clients between our Key Accounts Team, State Teams and Central Processing Units.

The role is also an important part of ensuring that our national clients receive a quality and seamless service and are managed under a nationally consistent framework.

Relationships:

  • Reports to directly to the Customer Service Manager – National Key Accounts (CSM);
  • Works closely with the National Key Accounts Manager (NKAM) and Key Account Consultants (KAC)
  • Maintains close liaison with the Central Processing Units (CPU) and state field teams;
  • Works within the ANP environment.
  • Maintains relationships with employers and Australian Apprentices as well as Government bodies, training providers and other relevant stakeholders

Dimension:

Division:ANP

Employees directly supervised:None

Agreed outcomes:As per the Responsibilities and Key Performance Indicators listed in following sections.

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MEGT Position Description ANP / Customer Service Officer – National Key Accounts

Selection Criteria:

  • Excellent communication and interpersonal skills
  • Excellent phone manner when dealing with the internal and external customer
  • Proven experience in meeting set KPI’s and customer service standards
  • The ability to build relationships with both internal and external stakeholders
  • Ability to work in a team environment and be receptive to change
  • Capable of meeting the requirements of a high volume environment and meeting competing demands
  • Accurate and efficient data entry skills with attention to detail
  • Ability to understand and interpret applicable guidelines from a Commonwealth and State perspective
  • High level of computer literacy is desirable
  • Previous experience within an Australian Apprenticeship Support Network environment would be highly desirable

Qualifications, Skills and Attributes:

  • Excellent oral and written communication skills
  • Professional and courteous manner when dealing with the internal and external customer
  • Ability to work autonomously, time manage and adjust priorities as required;
  • Ability to identify and build effective relationships with a range of internal and external stakeholders;
  • Proven ability to meet and exceed KPIs;
  • Be willing to contribute to personal and organisational development;
  • Ability to work in a team environment and be receptive to change.
  • Knowledge of the Australian Apprenticeship Support Network program would be desirable
  • Relevant administration qualifications or experience
  • Current driver licence

Responsibilities and Duties:

  • Provide complex administrative support and reconciliation activities for key accounts as requested by the Customer Service Manager – National Key Accounts
  • Provide administration support for the National Key Accounts team
  • Achieve set Key Performance Indicators as set by CSM
  • Maintain a national accounts reporting schedule;
  • Ensure all eligibilityrequests are addressed within a timely manner
  • Where required assist with coordinating sign up activities
  • Work cohesively with all internal and external customer to provide a solution based service
  • Develop and maintain an understanding of the all related government guidelines pertaining to the AASN program
  • Develop and maintain an understanding of MEGT AASN processes and procedures, and how the relate to your role
  • Provide advice and support in line with the AASN contract requirements
  • Attend all internal team meetingsas required
  • Provide support to the National Accounts Team and other MEGT ANP teams to achieve performance targets.

Note: This Position Description is indicative of the initial expectation of the role and subject to change in line with requirements of the Department of Education and Training and/or MEGT’s goals and priorities, activities or focus of the job. The incumbent can expect to be allocated duties not specifically mentioned in this document, but within the capacity, qualifications and experience normally expected from persons occupying positions at this level.

Key Performance Indicators:

  • Ensure turnaround targets and KPI’s are achieved as set by the CSM
  • All reporting is prepared in a accurate and timely manner to meet client expectations
  • Positive feedback is received from internal and external customers
  • Provide administrative support to the KAC to drive positive client outcomes
  • Other responsibilities are carried out within reasonably timeframes as assigned by the CSM
  • Compliance requirements are met

Health, Safety and Environment (HSE) Responsibilities:

All staff are required to take reasonable care for their own health and safety and that of other personnel who may be affected by their conduct.

Police Check:

All ANP staff are required to undertake a National Police Check prior to commencing employment. A State/Territory Working with Children or Working with Vulnerable People Check may also be required by any applicable State/Territory legislation. A clearance to work with children in connection with the delivery of Network Support Services is mandatory. The National Police Check must be renewed every two years as a minimum.

Diversity:

MEGT is committed to welcoming and maintaining a diverse workforce, which will help us attract and retain a team of talented people to better serve our clients and improve business results.

Privacy Notification:

MEGT requires personal information relevant to your employment. The collection and handling of the information will be consistent with the requirements of the Privacy Act.

ANP Hierarchical Organisation Chart (Customer Service Officer – National Key Accounts)

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