Make It Happen. Elevate the Experience. Lead from the Front.

Major Training Group is growing — and with growth comes opportunity. We are seeking an experienced Client Experience Team Lead to coordinate the day-to-day operations of our Client Experience (CX) team while remaining hands-on in delivery. This is not a “sit back and supervise” role — this is a lead-from-the-front position for someone who thrives in momentum, precision, and elevating service standards.

 You will play a critical role in ensuring our internal team, students, apprentices, employers and funding bodies experience the “wow factor” — every time.

 About the Role

This role blends coordination, quality oversight and direct execution. You will:

• Coordinate the daily workflow and priorities of the CX team

• Provide hands-on support across enrolments, short course bookings, administration processes, and stakeholder communication

• Ensure accurate and timely administrative processes across QLD and NSW funding contracts

• Maintain data integrity across aXcelerate, HubSpot and associated systems

• Support compliance with ASQA, SAS, CSQ, WHS QLD, and Smart & Skilled NSW

• Troubleshoot stakeholder issues quickly and professionally

• Process booking requests, invoices and contract documentation

• Issue qualifications and statements of attainment

• Follow up on training contracts and ensure documentation completeness

• Drive continuous improvement initiatives within the CX function

• Continue to coach team members to embed consistent, high-quality service standards

You will work closely with the Head of Training (Quality & Experience) and Quality Lead along with the broader leadership team to ensure our service delivery matches our reputation for excellence.

What We’re Looking For

• Experience in an RTO administration or training environment

• Strong knowledge of AVETMISS and funded contract compliance (QLD and/or NSW desirable)

• Confidence using aXcelerate, HubSpot or similar CRM/SMS systems

• Proven ability to coordinate workflow in a fast-paced environment

• Exceptional attention to detail — you spot what others miss

• Strong communication skills with the ability to build trust quickly

• A proactive, solutions-focused mindset

• The ability to juggle competing priorities without dropping standards

• A current driver’s licence

Why Join Major?

Major Training Group is an innovative, multi-site RTO delivering trade qualifications, apprenticeships, high-risk licences and funded programs across Queensland and NSW.

We are known for:

✔ High-performance culture
✔ Strong industry partnerships
✔ Clear compliance governance
✔ Continuous improvement mindset — 1% better every day
✔ A team that genuinely cares about outcomes

This is an opportunity to step into a leadership pathway within a growing organisation where your impact will be visible and valued.

If you are ready to elevate service, lead from the front and deliver the wow factor — we would love to hear from you.

To find out more about Major Training Group, visit:
www.major.edu.au

Apply via SEEK with your resume and a short cover letter outlining why you are ready to lead our Client Experience function.