Coordinator, Hiq Service Delivery

2 weeks ago

Brisbane, Queensland, Australia Queensland University of Technology Full time
$110,613 to $125,37- Ongoing, full-time

  • Gardens Point (hybrid option available)
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Reference number: 24542:

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Term: Ongoing, full-time basis

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Remuneration: Total remuneration range: $130,901 to $148,369 pa (HEW8) (inclusive of $110,613 to $125,373 salary pa, 17% superannuation and 17.5% recreation leave loading)
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Location: Gardens Point (hybrid option available)
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Open to:Applicants who have ongoing full-time work rights in Australia. In support of our strategic priority of Indigenous Australian success, Aboriginal Australians and Torres Strait Islander people are encouraged to apply.

Who are we looking for?
We are seeking a Coordinator, HiQ Service Delivery to join HiQ, Student Services and Wellbeing, Administrative Division.


The Coordinator, HiQ Service Delivery is responsible for leading and managing the delivery of high-quality service and administrative support to students, staff, and external stakeholders.

The role will champion continuous improvement of service quality and processes, identifying training needs, coordinating the development, delivery, and measuring the effectiveness of training and service delivery.

The position is responsible for leading and managing the HiQ Training and Quality Assurance team and will work collaboratively with HiQ Team Leaders who manage day-to-day HiQ service operations to ensure effective service outcomes and utilisation of resources.

The position will work in partnership across the department and across the University.

About us
QUT is a major Australian university with a global outlook and a 'real world' focus.

We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world.

Student Engagement comprises of HiQ Contact Centre and Service Points, Future Student & Conversion and Engagement teams.

HiQ is the university's contact point for members of the public, staff, prospective and current student enquiries and support services.

Services to students and staff include general information, IT support, Library, and student administration. Engagement with future students and their orientation to the QUT student experience is a core focus of Student Engagement.

The Engagement team is responsible for delivering co-curricular programs that further build QUT's sense of community and support students to develop their professional identity, networks, and employability.


What you need to succeed

  • Education, training and/or relevant experience equivalent to postgraduate qualifications or progress towards postgraduate qualifications and extensive relevant experience.
  • Demonstrated leadership skills and experience, including managing competing priorities and the ability to contribute to building a constructive team culture, focussed on delivery of high-quality service.
  • Demonstrated experience in leading high-volume services focussed on service excellence to a large and diverse client group and the ability to collaborate with a wide range of stakeholders across organisational boundaries.
  • Demonstrated ability to provide specialised advice, manage complex and sensitive matters, interpret policies and guidelines, and prepare professional and effective communications to a wide range of stakeholders.
  • Proven digital literacy skills and office information technology with experience in the use of a large corporate information system including interpreting, accessing, inputting, compiling and reporting on data.

Life at QUT
We're committed to building a culture that fosters connection between people and purpose.

Beyond personal and professional fulfillment, a career at QUT offers:

  • A healthy worklife balance with a blend of oncampus and offcampus work arrangements for applicable positions.
  • Competitive remuneration with up to 17% superannuation and leave loading of 17.5%.
  • Generous maternity leave including primary carer parental leave of up to 26 weeks (including 17% super).
  • Stay healthy with Fitness Passport and enjoy discounted rates on private health insurance.
  • Purchased Leave Scheme up to 8 extra weeks.
  • Salary Packaging Scheme for additional superannuation contributions, vehicle leasing, and oncampus services such as childcare, parking, and gyms.
  • Numerous opportunities for professional development including leadership programs and workshops, and our study assistance scheme.
  • Commitment to our Indigenous Australian staff through initiatives such as the Indigenous Australian Staff Network, Cultural and Ceremonial Leave, Staff Development Workshops, and representation on university committees.
Explore more benefits of life at QUT.

Belong at QUT


We are guided by our values of Ambition, Curiosity, Integrity, Inclusiveness, Innovation, and Academic Freedom and our QUT Connections in our mission to inspire and shape the next generation of change-makers.

As part of our commitment to fos

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