IN DEVELOPMENT: SHORT COURSE: Technology in the Workplace (1 Term) - released 2025
Section outline
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ASSESSMENT INFORMATION AND RESOURCES IND WORKPLACE INDUCTION: Working in the Business Services Industry Competency List N/A Assessment Purpose The induction acts as supplementary evidence to confirm that the induction process in the business services industry has been completed. Applicable Resources
Provided by BinnacleSupporting Resource - Go! Travel Policies and Procedures Manual or via web Additional Resource Requirements
School Resources/External SourcesPersonal computer/device and internet access Appropriate Reasonable Adjustments
(Yes/No)Formatting: Yes - Altered print size & layout Yes - Supporting images Yes - Simplified language Time: Yes - Extra time Yes - Rest breaks Yes - Administered in segments Assistive Technology: Yes - Text to speech Yes - Speech to text Yes - Calculator Environmental: Yes - Alternate location Yes - Reduced audience Yes - Note-taking support Any reasonable adjustments that are implemented must preserve assessment integrity and cannot modify the assessment task or marking criteria for these units of competency. Assessment Instructions - All components of this assessment must be completed correctly in order to achieve a satisfactory result.
- Access to the applicable resources is allowed and you must answer all questions correctly.
- If you provide an incorrect response, you are allowed to resubmit.
STUDENT INSTRUCTIONS This term, you will undertake assignments designed to mimic a professional workplace setting. Your teacher will assume the position of a Workplace Supervisor. Your first task is to complete the Go! Travel and business services industry induction, facilitated by your Workplace Supervisor. This induction will introduce you to the organisation's website, your role as a Customer Service Officer, and organisational policies and procedures; all of which will guide you through the entirety of your course.
TASK LIST TASK #1: Review CSO Position Description
Read through the Workplace Scenario and Position Description for your role at Go! Travel; a Customer Service Officer.
NOTE: Refer to Sections 1 and 2.
TASK #2: Access the Go! Travel Website
Follow the link to access the Go! Travel website, and find the Staff area.
NOTE: Refer to Section 3.
TASK #3: Review Go! Travel's Organisational Policies
Follow the link to access the Go! Travel Policies and Procedures Manual, and review key chapters as per your Workplace Supervisor's instruction.
NOTE: Refer to Section 4.
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SECTION 2
CUSTOMER SERVICE OFFICER POSITION DESCRIPTION Over the duration of this course, you will assume the role of Customer Service Officer (CSO) for the simulated company 'Go! Travel'. In preparation for the workforce outside of school, you will be performing the duties and responsibilities for this role in a simulated work environment as required in all Major Projects and Scenarios (unless stated otherwise).
Customer Service Officer - Position Description
As a Customer Service Officer (CSO), you will work directly with Go! Travel customers to meet their needs, answer their questions and provide support. Your goal is to keep Go! Travel clients satisfied and loyal for future services.
Key Skills
The CSO requires excellent communication, problem-solving and leadership skills for handling both customer and team relationships.
- Strong organisational skills for ensuring that all operational processes are running smoothly and efficiently.
- Strong teamwork skills for assisting colleagues and providing them with feedback.
- Excellent verbal and written communication for assisting with customer enquiries.
- A thorough knowledge of the Go! Travel business and the products and services that are provided.
- Excellent problem solving skills for dealing with customer complaints.
- Ability to assist other staff providing customer service.
Roles
- Deliver quality information and services via face-to-face, telephone and email to both internal and external customers.
- Provide customer support as well as accurate and timely responses to requests for information in both written and verbal form.
- Develop rapport with customers.
- Accurately and efficiently address any issues or disputes with customers.
- Liaise, as required, with staff from other departments to gain information and resolve customer issues.
- Complete administrative duties such as data entry, scheduling and events.
- Perform any other duties as requested.
Responsibilities
- Make recommendations to management to improve the customer experience.
- Support and adhere to Go! Travel's policies and procedures and relevant legislation.
- Help create a sustainable Go! Travel by focusing on all work practices and the environmental impact.
- Adhere to defined work health and safety policies and procedures related to the tasks and activities being undertaken in order to ensure own and others safety in the workplace.
- Attend seminars, workshops and other training activities to maintain an awareness of trends and issues relating to the position.
In this role, you will report to (and occasionally act as) the Team Leader. As a CSO, you will have the opportunity to work in a variety of fields to develop your professional skills within other Go! Travel departments.
Conditions
- Regular hours are 8am - 4pm, Monday to Friday, total of 38 hours per week.
- Fortnightly pay.
- Work will be carried out at the store but you may be asked to occasionally work elsewhere.
- Uniform is required; 5 shirts will be provided.
- Performance will be assessed quarterly.
- Remuneration of $51k per annum + 10% super.
- 4 weeks annual leave.
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SECTION 3
ACCESSING THE GO! TRAVEL WEBSITE At various times throughout the course, you will require access to the Go! Travel website, particularly to view the organisation's Policies and Procedures Manual. These are available in the 'Staff' area of the website, along with other information you may need as directed. Go to the website and have a look around to get familiar with the content.
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