Hybrid and flexible work options are available. TEQSA may consider remote working arrangements.
Senior Case Manager, Registered ProvidersAdelaide SA, Brisbane QLD, Canberra ACT, Darwin NT, Hobart TAS, Melbourne VIC, Perth WA, Sydney NSW
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 key duties of the position include: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.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.
NotesThis recruitment is being used to fill an ongoing vacancy.A merit pool of suitable applicants will be created from this process and may be used to fill similar ongoing and non-ongoing vacancies as they arise. The merit pool is active for 18 months from the date of this advertisement.Getting to know the Tertiary Education Quality and Standards AgencyThe Tertiary Education Quality and Standards Agency (TEQSA) is Australia's independent national quality assurance and regulatory agency for higher education. TEQSA's purpose is to deliver quality assurance that protects the interests of students and the reputation and standing of Australian higher education. As an independent quality assurance and regulatory agency, TEQSA adopts a risk-based approach that is guided by principles of necessity, risk, and proportionality, and which supports quality, diversity, innovation, and excellence in tertiary education. TEQSA has three strategic objectives in delivering its purpose: 1. Promote and support good practice and effective self-assurance across the sector. 2. Identify, analyse, and respond to risks to the sector. 3. Ensure compliance with applicable legislation through effective and efficient regulation.
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