Client Services Team Member

Role Summary
The Client Services role ensures smooth client administration, accurate course coordination, and professional client support so students, employers, trainers, and internal stakeholders experience a reliable and compliant training journey from enrolment through completion.

Main Duties & Responsibilities

Client Communications
• Handle phone and email enquiries as requested
• Send correspondence and provide general client support

Student Management
• Manage the end-to-end client administration lifecycle, including enrolments, transfers, cancellations, extensions, results, certificates, qualifications, reactivating/concluding clients in SMS/LMS systems and student status updates.
• Maintain accurate client, course, invoicing, and payment-plan records across relevant systems, including daily updates, receivables follow-up, and required payment reminders.
• Coordinate proactive client touchpoints, including course progress checkpoints, expiry reminders, response handling, and associated communication.
• Ensure sensitive identity data is managed, purged, and maintained in line with privacy, compliance, and internal process requirements.
• Support broader client services priorities, including process improvement activities and transition support for any new Student Management System.

Training Coordination
• Set up courses, coordinate student communications, and support trainers to ensure training delivery is organised, timely, and well supported.
• Troubleshoot enrolment, learning, and delivery-system issues promptly, escalating complex matters when required.
• Assist with course resources, session preparation, and post-course administration to support a consistent learner experience.

Scheduling & Administration
• Support training calendar management, course setup, reporting, and internal administration so schedules, records, and delivery requirements remain current.
• Maintain client databases and internal systems with accurate, timely, and complete information.
• Assist with compliance activities, external reporting, SOP compilation, and ad hoc research as required.
• Work collaboratively with management, trainers, assessors, business development, compliance, marketing, and office staff to resolve issues and keep operations moving.

Skills & Experience

Qualifications
• Post-secondary qualification preferred (eg Diploma or Certificate IV in Business Administration).

Experience
• Minimum of 3-5 years in a similar role or industry or min 5 years administration experience preferred.

Skills
• English proficiency (clear, confident verbal and written communication skills)
• Intermediate to advanced Microsoft Office skills, including Word, Excel, PowerPoint, and Outlook.
• Experience with Student Management Systems, Learner Management Systems, Zoom, Monday.com, Canvas, invoicing, and receivables processes is valued.
• Strong client service, database management, written communication, and verbal communication skills.
• Highly organised, detail-focused, and able to manage recurring deadlines, competing priorities, and repetitive accuracy-sensitive tasks.
• Able to work independently, collaborate effectively in a small team, solve problems constructively, and identify opportunities to improve processes.

Performance Expectations
• Be punctual, accessible, and responsive during working hours, with timely follow-up on client, trainer, and internal requests.
• Complete data entry, enrolment, invoicing, reporting, and compliance tasks accurately, consistently, and within required timeframes.
• Communicate professionally with clients, suppliers, trainers, and colleagues across written, phone, and system-based channels.
• Manage recurring tasks with minimal supervision, escalate risks or unclear issues appropriately, and maintain visibility of deadlines and priorities.
• Follow company values, policies, procedures, privacy obligations, and compliance requirements while contributing practical ideas that improve service quality over time.