Senior Contact Centre Agent

Overview

This is a full-time continuing position for the Senior Contact Centre Agent role at Victoria University (VU). The role is based on-site at the Whitten Oval Campus and is a continuing position (36.75 hours per week). Salary: $76,459 - $87,825 per annum, plus 17% employer superannuation.

About the Role

The Advisory & HQ team handles inquiries, resolves routine issues, and provides information about various student-related matters by exercising good judgement, sensitivity and discretion. You'll maintain positive interactions with students across channels (phone, email, live chat) and navigate student business systems to provide accurate and timely assistance.

Responsibilities

• Apply sound interpersonal, written, and oral communication skills to provide student service at the performance and quality standards defined in the Student Services Customer Service Framework and the Student Advising Model.
  
• Resolve issues identified through student inquiries regarding enrolments, fees, timetabling, and other related matters, acting to resolve the problems, or where appropriate, referring/escalating to relevant stakeholders and Team Leaders for resolution.
  
• Handle inbound/outbound calls and inquiries from students and stakeholders professionally and efficiently, navigating student business systems quickly and effectively to provide accurate information and assistance.
  

About You

The ideal candidate will possess:

• Well-developed interpersonal, verbal and written communication skills
  
• Proven ability to work with in all aspects of word processing, including Microsoft Word, Excel, Access and Outlook, and to quickly gain working knowledge of any University-based online system
  

Why Join Us

VU provides competitive salaries, excellent superannuation, and a variety of benefits. The university fosters an environment where staff can excel, achieve their goals, and develop their careers. With a focus on diversity, inclusion, and family-friendly policies, VU supports both professional and personal well-being.

How To Apply

Applications must be submitted as a single document comprising:

• A cover letter
  
• Your curriculum vitae/resume
  
• Your responses addressing all selection criteria located in the position description
  
• Evidence of applicable qualifications, licences and registration
  

Note: Applications which do not address the selection criteria will not be considered.

Application Closing Date: 11:59pm 5 September 2025

Who to Contact?

For further information relating to the position, please contact Jody Pyman, Manager Contact Centre via email jody.pyman@vu.edu.au

Our Commitment to Protecting Country

Victoria University honours its deep diversity as a foundation for collaboration and social progress. We will demonstrate sensitivity in respecting First Nation perspectives. We will ensure that we respect our Indigenous voices and commit to sustainable Protecting Country. We will take leadership responsibility, in all that we do, to improve the health and wellbeing of our local and global communities, and the planet that we share.

Our Commitment to Progressive Inclusivity

Victoria University welcomes and celebrates the diverse perspectives, identities, and backgrounds of all people. We are committed to progressive inclusivity as a core strategic priority. All members of the VU community have a responsibility to be inclusive, respectful and supportive of all.

We are committed to maintaining a workforce which reflects the community we serve. We strive to attract, retain, develop and empower talented individuals from all backgrounds. We encourage applicants who are Aboriginal and Torres Strait Islander peoples, people with disability, culturally and racially marginalised people, those from the LGBTQIA+ community, people from all ages and socio-economic backgrounds. We believe that a diversity of experiences and perspectives strengthens our community and fosters a more innovative, inclusive, and supportive working environment, where everyone feels they belong.

VU is committed to providing a positive and barrier-free recruitment experience. If you have access requirements or would benefit from adjustments, including with position descriptions, application forms, or require any other document in an accessible format at any stage of the recruitment process please contact inclusivecareers@vu.edu.au or call (03) 9919 5999.

Details

• Seniority level: Mid-Senior level
  
• Employment type: Full-time
  
• Job function: Other
  
• Industries: Higher Education
  

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