Last Updated: September 2021 Version 1 Page 1 of 6 Owner: TAFE NSW – Corporate Office Disclaimer: Printed copies of this document are regarded as uncontrolled.

CRM SYSTEM AND COMMS ADMINISTRATOR

BRANCH/UNIT Systems Group

TEAM Corporate Platforms

LOCATION Coffs Harbour Education Campus

CLASSIFICATION/GRADE/BAND TAFE Worker level 6

POSITION NO. 81015506, 81017165, 81039652, 81006924

ANZSCO CODE TBA PCAT CODE TBA

TAFE Website www.tafensw.edu.au

1. ORGANISATIONAL ENVIRONMENT

TAFE NSW’s purpose is to skill the workforce of the future. It is Australia's leading provider of vocational education and training with over 500,000 annual enrolments and a proud history for setting the benchmark for quality service. As the NSW public provider, it supports the NSW Government's priority to grow skills for the economy and jobs of tomorrow. Critically, TAFE NSW plays a vital role in providing vocational education in rural and regional NSW, and job training pathways for the most vulnerable in the community.

TAFE NSW offers the best of campus-based delivery as well as flexible, online and work-based learning. The TAFE NSW values of Customer First, Collaboration, Integrity and Excellence guide our team in strengthening communities, delivering world-class training for our students and producing job ready graduates for employers. The operating environment for TAFE NSW is dynamic as we leverage our scale, expertise, passion and reputation to meet the rapidly changing VET landscape.

TAFE NSW is committed to its students and customers and the role it plays in changing lives and opening up opportunities through learning.

2. POSITION PURPOSE

Contribute to the continued success of TAFE NSW by providing specialist CRM system and communications administration and project assistance for the implementation and management of world-class customer relationship management (CRM).

TAFE NSW Position Description – CRM System and Communication Administrator

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3. KEY ACCOUNTABILITIES

CRM System Implementation:

1. Configure, build and maintain TAFE NSW self-service customer knowledgebase to ensure easy access to the full range of information commonly sought by customers.

2. Implementation of CRM multi-channel enquiry management including self-service, email (web forms), phone, chat, fact to face and social channels

3. Planning, design & implementation of user-friendly customer-facing CRM pages and forms including customer enquiry portals.

4. Planning, design and implementation of back-end system configuration including enquiry management queues, routing and escalation rules, system workflows, system statuses, custom fields, SLAs and other out of the box system functionality.

5. Implementation of clear, concise and consistent CRM messaging content for web based instructions and responses, enquiry response standard texts, and other automated messaging.

6. Building effective reports and dashboards to monitor ‘TAFE NSW’ marketing/sales/service/support activity and performance and adhere to data security requirements.

Project Management:

7. Assist the Project Manager, CRM with a range of project management activities including planning and prioritisation of projects, project administration and reporting, the planning and design of systems and user acceptance testing.

8. Delivery projects to schedule and adequately document, control and report on progress 9. Liaise with a wide range of internal and external stakeholders to clarify project goals and affect necessary

process/organisational change.

CRM Administration:

10. Configure and maintain staff accounts, profiles and systems access 11. Develop and manage a tiered approach to CRM trouble shooting and problem solving, including effective

staff self-service, IT service desk first tire enablement, and Tier 2 specialist CRM internal and vendor support. 12. Roll out of existing system functionality to new user groups and new functionality to existing teams, including

CRM service, sales, marketing, feedback, social and analytics using structured project selection and prioritisation tools.

13. Reflect TAFE NSW’s values in the way you work and abide by policies and procedures to ensure a safe, healthy and inclusive work environment.

14. Place the customer at the centre of all decision making. 15. Work with the Line Manager to develop and review meaningful individual performance development and

review plans.

4. KEY CHALLENGES

1. Driving continuous improvement and CRM solutions in a complex, geographically dispersed organisation with multiple existing complex systems in a rapidly changing environment.

2. Maintaining a focus on the achievement of project goals in the face of significant organisational and culture change.

TAFE NSW Position Description – CRM System and Communication Administrator

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3. Driving change when faced with staff with competing priorities and staff reactions to the consequences of change.

4. Dealing with potential resistance to change and maintaining a focus on role modelling appropriate customer focused behaviours.

5. KEY RELATIONSHIPS

WHO WHY

Internal

Project Manager, CRM (line manager)

• For line support and direction

Market and Service Development, Customer Engagement, Industry Services, Operating Models and Organisation Strategy and Performance Management

• For service provision, product liaison, solutions and trouble-shooting

External

Consultants and suppliers • Successful coordination of service delivery to TAFE NSW

Competitor and cross-industry benchmarking

• As required for best-in-class CRM practices

6. POSITION DIMENSIONS

Reporting Line: Project Manager, CRM

Direct Reports: Nil Indirect Reports: Nil

Financial delegation: TBA Budget/Expenditure: TBA

Decision Making:

• Makes decisions, using good judgment, expertise and knowledge, under limited guidance from more senior staff, on tasks/assignments with considerable complexity and sensitivity.

• Matters requiring a higher level of approval are referred to the Reporting Line Manager.

TAFE NSW Position Description – CRM System and Communication Administrator

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7. ESSENTIAL REQUIREMENTS

1. Diploma, Advanced Diploma or Associate Degree in a relevant discipline or equivalent skills, knowledge and experience.

2. Demonstrated CRM implementation and administration experience. 3. Significant CRM project experience, including system implementation and user testing. 4. Solid understanding of CRM customer lifecycle concepts as they apply to higher education, including marketing,

sales, service and support. 5. Ability to lead and influence a range of staff and project stakeholders across multiple functions in a large

organisation to achieve results. 6. Experience in analysing and streamlining customer-facing business processes for effective leverage of CRM

capabilities. 7. Ability to address and meet focus capabilities as stated in the Position Description.

8. CAPABILITIES

NSW Public Sector Capability Framework

Below is the full list of capabilities and the level required for this role as per the NSW Public Sector Capability Framework. The capabilities in bold are the focus capabilities for this role. Refer to the next section for further information about the focus capabilities.

Capability levels are as follows and reflect a progressive increase in complexity and skill:

Foundational > Intermediate > Adept > Advanced > Highly Advanced

CAPABILITY GROUP NAME LEVEL

Display Resilience and Courage Intermediate Act with Integrity Foundational Manage Self Foundational Value Diversity and Inclusion Foundational

Communicate Effectively Intermediate Commit to Customer Service Adept Work Collaboratively Intermediate Influence and Negotiate Intermediate

Deliver Results Intermediate Plan And Prioritise Adept Think and Solve Problems Intermediate Demonstrate Accountability Intermediate

Finance Foundational Technology Intermediate Procurement and Contract Management Foundational Project Management Intermediate

FOCUS CAPABILITIES

TAFE NSW Position Description – CRM System and Communication Administrator

Last Updated: September 2021 Version 1 Page 5 of 6 Owner: TAFE NSW – Corporate Office Disclaimer: Printed copies of this document are regarded as uncontrolled.

The focus capabilities for the CRM System and Communications Administrator are the capabilities in which occupants must demonstrate immediate competence. The behavioural indicators provide examples of the types of behaviours that would be expected at that level and should be reviewed in conjunction with the position’s key accountabilities.

NSW Public Sector Focus Capabilities

NSW Public Sector Capability Framework Group and Capability Level Behavioural Indicators

Personal Attributes

Display Resilience and Courage

Intermediate

• Be flexible and adaptable and respond quickly when situations change

• Offer own opinion and raise challenging issues • Listen when ideas are challenged and respond appropriately • Work through challenges • Remain calm and focused in challenging situations

Relationships

Commit to Customer Service

Adept

• Take responsibility for delivering high-quality customer-focused services

• Design processes and policies based on the customer’s point of view and needs

• Understand and measure what is important to customers • Use data and information to monitor and improve customer

service delivery • Find opportunities to cooperate with internal and external

stakeholders to improve outcomes for customers • Maintain relationships with key customers in area of expertise • Connect and collaborate with relevant customers within the

community

Relationships

Influence and Negotiate

Intermediate

• Use facts, knowledge and experience to support recommendations

• Work towards positive and mutually satisfactory outcomes • Identify and resolve issues in discussion with other staff and

stakeholders • Identify others’ concerns and expectations • Respond constructively to conflict and disagreements and be

open to compromise • Keep discussions focused on the key issues

Results

Deliver Results

Intermediate

• Seek and apply specialist advice when required • Complete work tasks within set budgets, timeframes and

standards • Take the initiative to progress and deliver own work and that of

the team or unit • Contribute to allocating responsibilities and resources to ensure

the team or unit achieves goals • Identify any barriers to achieving results and resolve these where

possible • Proactively change or adjust plans when neededd.

Results

Plan and Prioritise

Adept

• Consider the future aims and goals of the team, unit and organisation when prioritising own and others’ work

• Initiate, prioritise, consult on and develop team and unit goals, strategies and plans

• Anticipate and assess the impact of changes, including government policy and economic conditions, on team and unit objectives and initiate appropriate responses

TAFE NSW Position Description – CRM System and Communication Administrator

Last Updated: September 2021 Version 1 Page 6 of 6 Owner: TAFE NSW – Corporate Office Disclaimer: Printed copies of this document are regarded as uncontrolled.

NSW Public Sector Capability Framework Group and Capability Level Behavioural Indicators

• Ensure current work plans and activities support and are consistent with organisational change initiatives

• Evaluate outcomes and adjust future plans accordingly

Business Enablers

Technology

Intermediate

• Demonstrate a sound understanding of technology relevant to the work unit, and identify and select the most appropriate technology for assigned tasks

• Use available technology to improve individual performance and effectiveness

• Make effective use of records, information and knowledge management functions and systems

• Support the implementation of systems improvement initiatives, and the introduction and roll-out of new technologies

Business Enablers

Project Management

Intermediate

• Perform basic research and analysis to inform and support the achievement of project deliverables

• Contribute to developing project documentation and resource estimates

• Contribute to reviews of progress, outcomes and future improvements

• Identify and escalate possible variances from project plans

Results

Think and

Solve Problems

Intermediate • Identify the facts and type of data needed to understand a problem or explore an opportunity

• Research and analyse information to make recommendations based on relevant evidence

• Identify issues that may hinder the completion of tasks and find appropriate solutions

• Be willing to seek input from others and share own ideas to achieve best outcomes

• Generate ideas and identify ways to improve systems and processes to meet user needs