Australian Skills Quality Authority (ASQA)
Who we areWe are Australia's National Vocational Education and Training (VET) regulator.
What we doWe regulate providers that deliver VET qualifications and courses to students in Australia or offer Australian qualifications internationally, providers that deliver VET courses to overseas students, and certain providers that deliver English Language Intensive Courses for Overseas Students.
We also accredit VET courses to make sure nationally approved standards are met.
Why we do itWe ensure quality VET so that students, industry, governments and the community have confidence in the integrity of national qualifications issues by training providers, and that students are protected from any practices that come at the expense of their ability to gain the required competencies.
ASQA supports and promotes a strong team culture, a safe, healthy and happy workplace and the sharing of knowledge.
Visit our website for more information about ASQA, including our role and how we regulate.
About the TeamThe Service Delivery Team (within the wider Education and Services Team) is responsible for providing a customer-centric gateway to ASQA through a centralised 'service centre' approach that brings together key information channels including website and publications, provider support, student services and decisions.
The key duties of the position include:About the OpportunityService Delivery Officers (SDOs) work in a fast-paced environment and engage with a diverse customer base to provide guidance and support to external and internal stakeholders through multiple communication channels.
Some of an SDO's responsibilities include:
managing interactions professionally, responding accurately to phone and written enquiries about regulatory and compliance matters, providing technical support to external system users and responding to student enquires
answering tip off calls, extracting relevant information and accurately recording the intelligence received
working flexibly and collaboratively with team members and other teams within ASQA to achieve team and organisational objectives and service standards
performing a range of administrative tasks, including contributing to team projects and developing internal guides, while working independently with limited supervision
Skills and Experience To succeed in this role you will:
possess a high level of interpersonal, comprehension, written and oral communication skills, including the ability to adapt to a diverse audience
have demonstrated sound judgement, problem solving and analysis skills to identify a client's reasons for contact, with an ability to provide solutions and advice that maximise first call resolution
have a high level of skill in information technology (IT) systems, such as CRMs and Microsoft Office products, and the ability to provide support for external system users
have a demonstrated ability to plan, organise and manage workloads to achieve results, with attention to detail, keeping others informed on work progress
have self-awareness and a commitment to continuous learning and personal development, including seeking guidance when required and understanding and acting on constructive feedback positively
be a team player with initiative and an ability to work flexibly and collaboratively to achieve team goals and identity opportunities for service improvement.
Desirable
Experience working in a high-volume call centre environment is highly desirable.
We are committed to providing a working environment that values diversity and inclusion and supports staff to reach their full potential.We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, members of the Lesbian, Gay, Bisexual, Transgender, Queer, Intersex and Asexual (LGBTQIA+) community, people with culturally and linguistically diverse (CALD) backgrounds, and people with neurological differences.What we offer
You will be joining a dynamic workforce at ASQA that will support you to thrive in your career.
You will have access to:
generous leave entitlements
a competitive salary (with clear and transparent salary progression and scheduled salary increases)
15.4% superannuation
flexible working arrangements that promote work-life balance, including working from home and hybrid working arrangements
flexible working hours
professional development opportunities
health and wellbeing events throughout the year
free and confidential 24/7 counselling through our Employee Assistance Program (EAP), available for staff and their family members
a $300 annual healthy lifestyle allowance
additional paid time off during the Christmas close-down period.
Benefits of working in the APS
Purpose and meaning - the Australian Public Service (APS) offers a clear purpose and meaningful work where you can make a positive impact in people's lives.
Opportunities to learn and grow - regardless of where you are in your career or what your skills are, there's a pathway and role for you.
Community and belonging - we believe everyone belongs.
Our leaders are focused on building a workplace which values diverse views, backgrounds, abilities, and perspectives.
Flexibility and balance - we are committed to offering flexibility for all APS roles.
We know flexibility is important so you can balance your work and personal priorities.
Conditions and lifestyle - be a part of a secure, dynamic public service with great conditions of employment in a diverse range of roles and locations to support your lifestyle.
EligibilityEligibility to apply
Under Section 22(8) of the Public Service Act 1999, employees must be Australian Citizens to be employed in the APS unless the Agency delegate has agreed, in writing, to the contrary.
The successful applicant will be required to undergo pre-employment checks including a Federal Police Check and obtain a minimum Baseline Security Clearance (if they do not already hold a clearance).
NotesHow to applyVisit Current vacancies for more information.
It is important that you review the Position Description for more information on the role, including instructions on what to include in your application, before you apply.
Please include the following in your application:
a two-page pitch detailing your skills, background, and experience relevant to the role.
a resume/CV, including the name and contact details of two referees (one should be your current supervisor/manager).
When preparing your two-page pitch and resume, you should consider the relevant duties, selection criteria, skills, values and attributes required for the role, as outlined above and in the Position Description.Please ensure you provide specific, relevant examples of your work that will demonstrate your ability to perform the role.
If you require support in developing your application for this position, please review the Australian Public Service Commission's (APSC) 'Applying for an APS job: cracking the code' .
If you have questions about this exciting opportunity, please contact Samantha Fitzpatrick, Assistant Director, Service Delivery by phone - (07) 3223 1*** or via email - ******
Getting to know the Australian Skills Quality Authority (ASQA)The Australian Skills Quality Authority (ASQA) is the national regulator for Australia's vocational education and training (VET) sector.
ASQA engages with, and regulates the VET sector to ensure confidence in the VET sector and its outcomes, including internationally.
ASQA's mission is to continuously improve as a regulator, in partnership with the VET sector and to develop a shared understanding of the value of regulation to support quality outcomes for students.
ASQA is a professional, responsive and innovative regulator currently undergoing substantial development and growth in response to changes in emphasis in Government policy and expectations of industry.
ASQA supports and promotes a strong team culture, a safe, healthy and happy workplace and the sharing of knowledge.
For more information about ASQA, please visit www.asqa.gov.au.