Customer Service Officer

4 weeks ago

Melbourne, Victoria, Australia Holmesglen Full time

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Holmesglen Institute is a leading provider of vocational and higher education in Victoria, with over 40 years of experience and 140,000 graduates. As one of the largest government-owned TAFEs, we offer 600+ courses across multiple campuses, including Chadstone, Moorabbin, Glen Waverley, Eildon, and Melbourne's CBD. Our hands-on learning approach is supported by state-of-the-art facilities and strong industry partnerships, ensuring students gain the skills needed for successful careers. We foster a supportive, inclusive environment that encourages both staff and students to grow, innovate, and make a positive community impact.

The Opportunity:

Full-Time 1.0 EFT | Fixed-Term contract of employment until 30 June 2026.
PW3 $60,416 - $65,237 per annum pro rata + 12% super + leave loading (dependent on qualifications and experience).
Chadstone Campus - onsite parking with close proximity to public transport.

The Registrar's Department is the backbone of academic administration at Holmesglen, delivering essential services across the student lifecycle with precision and integrity. Comprising the Office of the Registrar, Awards and Graduations, Information Systems, Holmesglen Assist, and the Timetable Office, the department ensures that every aspect of student administration - from enrolment and class scheduling to graduations and records management - is efficient, accurate and aligned with institutional policies and regulatory requirements.

With a strong commitment to service excellence, the department maintains confidential student data, facilitates timely enrolments, monitors academic progression, and supports compliance. Acting as a central point of contact for students, staff and the public, the Registrar's Department underpins the Holmesglen experience, fostering student success and upholding the operational standards that support institutional growth and academic quality.

As a Customer Service Officer, you will be responsible for finalising student enrolments, assessing student's eligibility for government funding and/or student HELP loans, delivering excellent customer service, and other administrative tasks in a busy customer service environment.

Join our friendly team where you'll have the opportunity to make a meaningful impact by delivering exceptional support, building strong relationships, and growing your career in a supportive environment

Provide excellent customer service, responding to customer enquiries, engage with current learners and ensure prompt communication on enrolment.
Provide high level administration support for the planning, development and delivery of effective and informative orientation programs to all international students.
Maintain student records and relevant correspondence by utilising the Student Management System, including but not limited to phone calls, face-to-face, meeting notes, emails and follow-up actions.
Build and maintain strong relationship between the department, faculties and support areas with a focus on improving the student experience.
Contribute to the conversion of course registrations to course commencement through the active implementation of Institute enrolment policies and processes.

To be successful, you'll have:

Strong experience in office and enrolment administration within complex, multi-disciplinary or educational environments, including TAFE; skilled in managing competing priorities and working both independently and in teams.
Advanced customer service and communication skills, with a proven ability to engage with diverse stakeholders, including international students and those from non-English-speaking backgrounds, in a culturally sensitive manner.
High-level technical competence in Microsoft Office and database systems, particularly student management systems; adept at coordinating workflow, managing time effectively, and maintaining accuracy under pressure.
Sound knowledge of enrolment policies, office procedures, international student compliance (including ESOS and National Code), and cross-cultural communication, with demonstrated problem-solving ability and a proactive, empathetic approach.
Diploma-level qualification in business or administration, or significant relevant experience.
WWCC and Police Check: Appointment to this position is dependent on obtaining an 'employee' Working with Children Check, and a valid Police Check within the last 12 months.

Our commitment to you:

At Holmesglen Institute, we are committed to fostering a safe, supportive, and flexible workplace where our employees can thrive both personally and professionally. We've implemented strong systems and ongoing support to ensure our staff can work and deliver in a safe and adaptable environment. Our team benefits from a range of wellbeing initiatives, access to the Employee Assistance Program, and opportunities for professional and career development. We also offer paid parental leave and flexible work arrangements to support a healthy work-life balance.

Holmesglen is a child safe and equal opportunity employer. We are dedicated to attracting, retaining and developing our people. We value diversity in our workforce and encourage people from all backgrounds, abilities, and identities to apply for roles within our organisation, including the Aboriginal and/or Torres Strait Islander community.

Here's how to apply:

Please submit your updated resume and a short cover letter with responses to the Key Selection Criteria. We commit to respond to every applicant.

For a confidential discussion regarding this role, please contact Dominic Thorsen (Manager - Student Administration) at Dominic.Thorsen@holmesglen.edu.au

For further information relating to this opportunity and to view the position description, please click here.

Applications for this position close on 11:59 pm Sunday 14th September 2025.

If you require specific support to apply for this position or have any application queries, please contactthe People Experience Department at recruit@holmesglen.edu.au or on 03 9564 1530 and we will work with you to identify the best way to assist.

Seniority level

Seniority levelEntry level

Employment type

Employment typeFull-time

Job function

Job functionAdministrative
IndustriesHigher Education

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