Reporting to the General Manager: Responsible for managing operational activities to ensure the smooth delivery of the organisation’s after school, school holiday and corporate programs in STEM education, including collation of information, preparation of timetables, management of resources, logistic considerations, and preparation of enrolment and revenue tracking documentation• Successfully leading Junior Engineers and Skoolbag Customer Service teams, ensuring the team is providing exceptional customer service to both internal and external customers, providing resolutions to escalation requests and complaint handling• Policies, procedures and workflow development• Systems management including CRM and Asset Tracking systems• Support the organisation’s Business Development Managers in operational matters pertaining to the acquisition, induction and ongoing management of industry partners. • Event coordination – management of events including trade shows, school presentations, industry events and organising logistics• Managing stock levels – manage stock relation to the operation of the business including computers, teaching resources, merchandise, uniforms, and the dissemination of such materials• IT Support – managing all user licenses for relevant IT programs, including Zoho CRM, Zoho Mail, Google Drive, Taskworld, Slack and Codeflix• Approving and processing customer refunds

▪ Coordinating recruitment activities – creating job postings, identifying potential candidates and conducting screening interviews to ascertain whether the candidates meet Junior Engineers’ criteria.▪ Coordinating hiring and on-boarding activities – coordinating the contracting process and facilitating induction sessions to onboard new instructors.▪ Timetabling and placements – developing timetables, overseeing instructor placements and handling movements to the placements and delivery schedules.▪ Ongoing coordination of instructors – ensuring attendance at professional development workshops, managing instructor requests and adjustments to the placements due to absenteeism.▪ Instructor retention – undertaking support activities to maximise instructor retention.▪ Operational support – general operational and administrative support when required.▪ Process and systems improvement – undertaking regular reviews and identifying improvements to strategy, processes and systems relating to instructor recruitment and management to maximise efficiencies.▪ Other duties – delivering other duties pertaining to the ongoing management of the network of instructors and the programs delivered.

Key Achievements:• Pivotal in driving all study tour placements in 2019. Coordinated approximately 11 tours between May - September 2019 while managing an extremely high workload to meet strict deadlines, being accountable for all student placements with homestay families.Key Responsibilities:• Manage, coordinate high quality responsive service delivery and welfare support to international students.• Monitor the ongoing welfare, adjustment, behaviour and health of homestay students, ensure the appropriate intervention is provided, escalate to supervisors as required.• Process student applications and review profiles to identify international students suitability for Australian homestay families.

Key Responsibilities:• Care for our small children, maintain the household and ensure living, safety and hygiene standards. • Supervise and arrange children and family activities that promote intellectual, physical and social development.• Manage household budget, maintain financial records for taxation and ensure budget adherence.

Key Achievements: • Awarded Excellent Customer Service Award within the first week of commencing telephone enquiries. Received a Telstra Award nomination for new Academy sales agents; recognised for competency speediness.Key Responsibilities:• Provide world-class customer service with a personable and friendly manner for customer inbound sales and promotion of products and services calls.• Build rapport with Telstra customers, provide reassurance, status updates and resolution for enquiries and disputes regarding service and bills.

Key Responsibilities:• Conduct regular research and writing for ongoing projects including the MicroFinance Pasifika Network (MFPN) website upgrade• Perform editing and proofreading services for documents, reports and conference papers for an oversea partner organisation• Maintain content and ensure data is up to date for the Foundation website