Student Hub Advisor

**POSITION NUMBER**

3821
- **DEPARTMENT**

Student Hub
- **ROLE TYPE**

Non-teaching
- **JOB TYPE**

Casual
- **CONTRACT**

Ongoing
- **LOCATION**

Heidelberg, Preston
- **APPLICATIONS CLOSE**

21 April 2024**STUDENT HUB ADVISOR**:

- **Casual Position - Hourly Rate $35.80 - $38.66 + Super**:

- **Support students in their journey at Melbourne Polytechnic in this customer service focused role**:

- **Located at our Preston and Heidelberg campuses, with car parking on site**

**About the Organisation**:
Melbourne Polytechnic is a learning organisation that has been delivering vocational training since 1912. Learning at Melbourne Polytechnic is a unique experience with an applied focus. delivered by teachers with real-world experience and expertise.

At Melbourne Polytechnic we are committed to providing high quality, innovative, applied and future focused, purposeful education and training to students, industry and communities. Our teachers are passionate and established in their professions and look guide students in theirs. We know that circumstances can create barriers to learning, so we offer our students personalised pathways, flexible study options and learning support.

**About the Role**:
The Student Hub advisor is the primary service point for current and former students of Melbourne Polytechnic. This position provides student support and administrative services, maximising first point resolution and a case management for complex queries, working closely with Schools, Academic Registry, Student Services and other areas of the Institute.

This position provides exceptional front-line customer service experience through outstanding communication and engagement which delivers timely, customer-focused, high quality advice and support to current and former Melbourne Polytechnic students, staff, other internal and external stakeholders including precinct tenants where applicable.
- Please note this role will require you to work at both our Heidelberg and Preston campuses, with travel to other campuses in Northern Melbourne when required._

**Duties**:

- Deliver excellence in frontline customer service through innovative, consistent and quality service.
- Provide general administrative services including the follow up of academic transcripts and awards and the production of official documentation, front of house reception duties, wayfinding, correspondence, database maintenance, filing, reporting and others as required.
- Provide advice and assistance/referral to specialist and support services to support the student experience, including booking appointments.
- Provide support and advice to students seeking to amend or withdraw from units of study by engaging with student to determine the most suitable course of action.
- Manage payments and transactions relating to student admin functions and merchandise, including daily cash register reconciliations.
- Ability to self-manage workload relating to stress management and supporting self-care within a fast-paced environment.
- Ensure compliance with confidentiality and privacy requirements.

For a full list of key responsibilities and duties, please view the **position description**.

**Skills and Experience Required**:

- A relevant tertiary qualification and a minimum of 5 years' experience in a tertiary student admin environment.
- Demonstrated strong written and verbal communication skills, including the ability to communicate effectively with a varied student cohort, with the ability to be flexible in responding to and having an understanding and empathy for the needs of students at all levels and across all cultures.
- Demonstrated experience of adapting to new technologies and systems.
- Demonstrated well developed interpersonal and problem-solving skills with the ability to add value by showing initiative in identifying and pursuing opportunities.
- Ability to build and maintain effective and productive relationships, employing a consultative manner and maintaining confidentiality, with a wide range of stakeholders (both internal and external).
- Proven ability to work effectively as a flexible team member committed to achieving work team goals and maintaining a supportive work environment.
- Demonstrated capacity to manage own work load and prioritise tasks in conjunction with maintaining exceptional customer service.
- Proven ability to manage challenge student behaviours, and the ability to deescalate situation.
- A current Working with Children Check Card (Employee) and Police Check.

**How to Apply**:

- Current CV
- Cover Letter (Please ensure that you address the Key Selection Criteria outlined in the **position description**)

A National Police Check is required for the successful applicant.

**Recruitment Agencies**:
Please be aware for us to engage with you, we require internal pre-approval and you must be on the State Purchasing Contract (for Victorian government common use goods and services). We will engage with you and your agency on