Senior Customer Service Officer, Deakin HELP

• Flexible location + hybrid work arrangements
• Full-time and fixed term for 12 months

Why work with us?

At Deakin you will have access to benefits such as a variety of leave options including generous parental leave and the ability to purchase additional leave; flexible working arrangementsto help manage your work-life balance; ongoing learning and development opportunities to grow your career; an inclusive and supportive culture and environment to work in, both online and on campus.

Who are we?

Deakin HELP is integral to Deakin University's Customer Experience strategy, serving as the initial contact point for a diverse array of staff queries. The team's objective is to enhance support across various areas; people services (HR), finance, travel, recruitment, information technology, work requests and others, through a cohesive and responsive service model.

About the

The Senior Officer, Deakin HELP contributes to the seamless delivery of frontline support within the Deakin HELP team. The team manages a wide range of enquiries related to people, travel, work requests, keys, system support, and general questions through phone, email, ticketing systems, and face-to-face interactions.

The Senior Officer is responsible for delivering a proactive and personalised customer experience, ensuring customers receive advice and solutions that optimise business outcomes. The role also supports complex troubleshooting, applies advanced knowledge across key service areas, and helps build the capability of the broader team.

As a Senior Officer, Deakin HELP, you will:

• Act as a key point of contact for escalated Tier 1 Deakin HELP queries, resolving issues or escalating to Tier 2 support as needed.
• Contribute to the knowledge base, ensuring documentation is accurate, up-to-date and easily accessible for the Deakin HELP team.
• Identify and suggest practical, efficient solutions, assessing current processes and systems to improve service delivery.
• Establish and maintain strong relationships across departments such as Recruitment, People Operations, Finance and Travel Services.
• Contribute to the development and training of staff, providing coaching and guidance to support team capability.

To be successful, you'll have:

• A Degree with subsequent relevant experience; or extensive experience and specialist knowledge, or broad knowledge in technical or administrative fields;
• or an equivalent combination of relevant experience and/or education/training.
• Experience in a customer service or support role, with a proven ability to handle a range of enquiries varying in complexity effectively through various communication channels.
• Knowledge of escalation processes, including identifying and resolving Tier 1 issues of higher complexity.

Here's how to apply:

Please submit your updated resume and a short cover letter outlining your skills and experience.

For a confidential discussion regarding this role, please contact Paige Lenferna (Manager, Deakin HELP) on [emailprotected]

For a copy of the position description, please see below:

Applications for this position close on 2 September, 2025 at 11:55pm

Are You Ready?

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and ge

Salary match Number of applicants Skills match

Turning 50 is a key milestone for the Deakin community. We're transitioning from a young University to a more established institution that's turning ideas into impact.

Deakin's unique identity – rooted in balanced excellence in education and research – has been driving lasting change for a better future since 1974.

Over our 50+ year history, Deakin has grown to be one of the top universities worldwide. Our passion and commitment to teaching, research and student success is recognised by local and international ranking bodies and our students.

#1 Victorian uni for graduate employment, Course Satisfaction & Student Support

#2 Victorian uni for research quality

Turning 50 is a key milestone for the Deakin community. We're transitioning from a young University to a more established institution that's turning ideas into impact.

Deakin's unique identity – rooted in balanced excellence in education and research – has been driving lasting change for a better future since 1974.

Over our 50+ year history, Deakin has grown to be one of the top universities worldwide. Our passion and commitment to teaching, research and student success is recognised by local and international ranking bodies and our students.

#1 Victorian uni for graduate employment, Course Satisfaction & Student Support

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What can I earn as a Customer Service Representative