Senior Case Manager, Registered ProvidersFull time
TEQSA welcomes people with diverse skills, experiences, perspectives, and backgrounds.
TEQSA encourages applications from Aboriginal and Torres Strait Islander People, people with disabilities, people that identify as LGBTQIA+, and people from culturally and linguistically diverse backgrounds.
We offer our people a range of benefits that include flexible work arrangements, professional development opportunities and free access to an EAP which extends to immediate family members.
About you Are you passionate about contributing to the excellence of Australian higher education?Do you have strong customer service skills and excellent attention to detail?Do you want to work in a challenging, dynamic and rewarding environment that is mission-focused?About the position The Senior Case Manager, Registered Providers is responsible for the case management of higher education providers' enquiries within the agreed deliverables.
They will have a good understanding of TEQSA's regulatory functions and processes and will act as the first point of contact for advice to stakeholders and direct them to relevant resources on TEQSA's website or other agencies as required.
The Senior Case Manager, Registered Providers will play a key role in influencing the operational direction in the management of provider enquiries and case management.
They will foster and maintain strong stakeholder relationships, collaborate with others to achieve results and improvements to business processes, and escalate complex issues.
Duties As Senior Case Manager, Registered Providers, you will be responsible and accountable for:
Being the first point of contact for TEQSA's case management work and ensuring appropriate responses are provided through delivering high-quality and timely regulatory support services to the sector.Managing, contributing, and/or monitoring relevant enquiries caseloads as well as improving team performance through close consultation and collaboration.Supporting the documentation of business processes in consultation with the relevant business areas to ensure timely management of enquiries, case management or referral to the relevant business area for expert advice on regulatory assessment and compliance function.Building and maintaining a good understanding of TEQSA policies and processes to ensure accurate and up-to-date information is provided to stakeholders.Analysing and preparing submissions, briefs and reports regarding enquiries received, response times and escalated enquiries as required.Maintaining accurate records of enquiries in a centralised location.Developing a knowledge base for improving provider experience and understanding of TEQSA's case management.Taking phone calls for general enquiries and assisting with the enquiries function as necessary.Supporting the Assistant Director, Enquiries Management in the leadership of the team.Performing other duties as required.We are looking for a high-performing team member who is passionate about contributing to the excellence of Australian higher education.
Our ideal candidate will have:
Knowledge of, or an ability to develop an understanding of, legislative and policy frameworks, and agency guidelines and regulations.Demonstrated experience providing exceptional customer service, including dealing with difficult and sometimes irate customers.Excellent organisational skills and attention to detail, with the ability to proactively plan and prioritise their work effectively to deliver timely and high-quality outcomes.Strong written and verbal communication skills with the ability to research and analyse complex information and communicate effectively and tactfully with a wide range of internal and external stakeholders.A high level of discretion when handling confidential and sensitive information and the ability to build and maintain professional and trusted relationships with internal and external stakeholders.The ability to work independently, remain positive and respond to pressure in a calm manner to ensure work objectives are achieved, escalating complex and/or sensitive issues as appropriate.Proficiency in the use of Microsoft products, including Teams, Word, SharePoint, Excel, and PowerPoint and ability to quickly learn how to use new IT systems and databases.Qualifications and experience A tertiary qualification(s) or relevant practical experience in public or tertiary education sector administration will be advantageous but not essential.
Enquiries management or complaints resolution experience and/or skills in a similar role will be highly regarded.
The successful applicant must:
Be an Australian citizen.Complete a National Police Check satisfactorily.Be able to obtain and maintain an Australian Government Security Vetting Agency (AGSVA) clearance to Baseline status, supported by TEQSA.Failure to satisfy any of the above conditions may result in the withdrawal of an offer of employment or termination of employment.
How to apply Please refer to TEQSA's career page for more details about the role in the Candidate Information Pack (CIP) to assist you in applying for the role.
Your application should include:
A two-page cover letter (pitch) (maximum 1000 words) detailing how your skills and experience address the 'our ideal candidate' section (i.e., what makes you the best candidate for the position).Applications close 11.45pm on 2 December, 2024. Apply today!
We look forward to receiving your application.
#J-18808-Ljbffr