The Customer Liaison Officer is the first point of contact for internal and external customers at The Gordon.
The role responds to face to face, email and call centre enquires utilising exceptional customer service
and problem solving skills. This first point of contact position requires great communication skills and a
willingness to help identify how The Gordon can support and deliver educational and lifestyle outcomes.

Customer Liaison Officer roles are currently located in the Geelong area, Skills and Job Centre and in the
West of Melbourne. Staff are recruited to a primary location with the requirement to provide coverage
support at other locations as requested.

Major Objectives and Responsibilities

1 Provide expert advice on information and services to students, prospective students, clients, staff

and the general public regarding services, course information, eligibility requirements, fees and
payments (including payment plans), applications and enrolments, pathways, institute events and
other general enquiries. The Skills and Job Centre (SaJC) role includes a focus on promoting career
development services including, counselling, workshops and other SaJC programs.

2 Advise prospective students on course areas and business processes, including short courses.
Provide relevant and accurate course information maximising the opportunity to apply and enrol at
The Gordon. Focus on conversion from enquiry to application and enrolment.

3 Co-ordinate, process and monitor student queries and information related to application and
enrolment via the Student Management System ensuring data integrity and accuracy as all times.
Log all Customer Engagements in the Customer Care System for reporting and tracking purposes.

4 Adhere to business processes and procedures in relation to the student lifecycle and advise
customers accordingly. Actively engage and reference the knowledge management solution system
(currently “livepro”) to respond to all enquiries, providing feedback and recommendations as
identified. The SaJC role also provides support to the SaJC team to record results from participant
feedback surveys and evaluation.

5 Provide excellent service via the Institute Call Centre, face to face and email enquiries at all times to
all external and internal customers in line with Customer Service Standards. Monitor marketing
collateral stock levels and ensure that collateral displays are maintained appropriately.

6 Secure all banking and undertake cash handling in accordance with established Institute standards
and procedures. Process all payments and receipts and balance all monies received on a daily
basis in accordance with current Finance procedures.

7 Liaise with Program Areas, Application and Enrolments Team, Finance Department, Traineeship
and Apprenticeship Compliance Officers, Timetabling and all other internal stakeholders. Seek and
obtain information required for complex queries to achieve first contact resolution for all customers
creating a positive student experience. Wyndham Campuses: provide general support to teachers
and students using the facility. Liaise with Facilities in regard to Security, Maintenance and Cleaning
of the campuses.

8 Provide ongoing customer feedback to the Coordinator/Manager to ensure service standards and
excellence in the student experience is maintained including business process
improvements/suggestions.

9 Liaise with Gordon support services such as Disability, Counselling, Careers, Skills and Jobs Centre
to ensure current and prospective students have knowledge and access to services. Co-ordinate
and book appointments for client including registrations for SaJC appointments, workshops and
events.

10 Provide continuity of operation of all Customer Service points including providing coverage and
support for staff leave and absences as required across all campuses operated by The Gordon.

11 A demonstrated commitment to The Gordon’s values and behaviours.

12 Actively participate in an annual Performance Planning and Review process.

13 Comply with all Institute policies and procedures, and legislative requirements, including: Staff Code
of Conduct; Customer Service standards; Quality Management; Equal Opportunity; Occupational
Health and Safety; Child Safe Standards; Victorian Information Privacy Act; and contribute to the
identification, reporting and control of risks within areas of responsibility and Institute wide.

Key Selection Criteria

1 Certificate IV in Business (Administration), or demonstrated competence through experience.

2 Demonstrated high level accuracy, attention to detail and experience in using the keyboard, word
processing, data entry and internet based applications and databases.

3 Demonstrated commitment to, and understanding of, the principles of exceptional customer service.
Experience in customer service ‘front line’ and telephone operations.

4 Well-developed time management and organisational skills with the capacity to meet tight deadlines,
competing demands and be flexible with work arrangements.

5 Demonstrated excellent written and verbal communication skills, as well as strong interpersonal

skills, including the ability to maintain a high level of confidentiality.

6 Demonstrated analytical problem solving skills as well as the ability to show initiative follow policies
and procedures and contribute to continuous system improvements.

7 Demonstrated ability to build and maintain strong relationships with key stakeholders

8 Ability to work collaboratively and harmoniously as part of a professional team and as a self-
motivated person without close supervision.

9 Ability to demonstrate The Gordon’s values and behaviours.

Corporate Criteria

1 Demonstrated Information and Communication Technology skills e.g. experience using the Microsoft

Office suite of programs.

2 Understanding of, and ability to apply, Customer Service, Quality Assurance and Human Resources
principles, including: Equal Opportunity; Occupational Health & Safety; and risk management.

Classification Descriptors

This position has been assessed as requiring the following range of knowledge, skills and competencies.
The descriptors provide a broad indication of the complexity of task or capabilities required by the position
and are directly related to the overall position classification.

Education, Training 3 Relevant Degree or Diploma with little or no relevant work experience;
and Experience or a suitable combination of lesser qualifications and relevant

experience.

At this level employees have theoretical knowledge which may be
applied to a range of procedures and tasks.

Task 4 Tasks and work assignments will be typically under general direction but
guided by policy, precedent and professional standards.

Apply broad technical knowledge and experience to the area of
specialist expertise.

Provide interpretation, advice and decisions based upon established
operational practices, professional standards, policies and procedures.
May involve co-ordination and supervision of other staff.

Judgement & Problem 4 Requires the application of theoretical knowledge, experience and skills
Solving to well defined work objectives.

Often, complex or technical problems need to be solved with some
creativity or originality by selecting the particular method for solution
from a range of available alternatives.

Supervision & 3 Duties undertaken under routine supervision.
Independence

Schedule workloads appropriately.

May be required to provide close supervision to subordinate positions
performing routine duties (first level of supervision).

Liaison with staff at higher levels. May undertake stand-alone work.

Organisational 4 Work assignments require an understanding of the work area rules,
Relationships and regulations, processes, techniques, and understanding of how these
Impact interact with other related functions in the work environment.

Tasks/assignments require proficiency in the work area’s rules,
regulations, processes and techniques and their interaction with other
related policies and procedures.

Provide advice in the area of expertise to others outside the immediate
work area in the context of established rules and procedures.

Interpersonal Skills 3 Ability to communicate operational requirements to members of the
public and / or other employees, on an individual and team basis, in the
administration of well-defined activities, in the resolution of problems,
and in the supervision of other employees where appropriate. Require
skills in verbal and written communication to enable the preparation of
routine correspondence and reports.