Student Enquiries

3 months ago

Parkville, Australia University of Melbourne Full time

**Job no**: 0056845
**Location**:Parkville
**Role type**:Full time; Continuing
**Department/School**: Student and Scholarly Services
**Salary**:UOM 5 - $79,961- $91,844 p.a. plus 17% super (pro rata for part-time)
- Become a member of our fun, collaborative team and drive continuous improvement as a senior member of the team
- Further your experience within Student support in an exciting, rewarding work environment
- 17% super, generous discounts on courses for employees and family members

**About the Role**
As the Student Enquiries & Support Advisor, you will provide accurate information and advice to Contact Centre staff regarding complex enquiries, case management of more complex, repeat enquiries, and referral to specialist services as required. You will be responsible for the management, development, and training of around 10-15 casual staff. Your role reports to one of the Coordinators of the Contact Centre and works closely with all senior Student Enquiries and Support staff to ensure the delivery of high quality, responsive customer service through conducting quality assurance checks and the provision of coaching to casual staff.

Your responsibilities will include:

- Provide day to day floor support to staff managing student enquiries. Take ownership of complex, time-critical enquiries (or sensitive escalations when the Service Coordinator and Coordinator are unavailable) and follow through to resolution as far as possible
- Oversee a regular schedule of quality assurance and individual coaching catch ups with casual staff to review performance, assist them to achieve goals, and ensure adequate levels of support are provided and professional development opportunities explored
- Provide project support and attend meetings/workshops to support business and system improvement activities, as directed by the Service Coordinator

**Who we are looking for**
We are seeking customer experience professionals who are detail orientated, customer focused and can work collaboratively in a team environment. You will have advanced communication and interpersonal skills, with the ability to build and maintain strong working relationships with stakeholders from all diverse backgrounds. You are tech savvy with demonstrated computer literacy skills and can work with new technologies.

You will also have:

- An undergraduate qualification and/or equivalent mix of education and relevant professional experience
- Experience working within a clear set of protocols and guidelines, including liaising with senior staff in specialist service areas across the University
- Ability to manage pressure and maintain strong professional relationships with a diverse client group - including students, future students, staff and members of the general public

For further information regarding responsibilities and requirements please refer to the attached PD.
- To ensure the University continues to provide a safe environment for everyone, this position requires the incumbent to hold a current and valid Working with Children Check._

**This role requires current valid work rights for Australia.**

**Your new team - Stop 1, SASS**:
Stop 1 is the University of Melbourne’s primary student services centre. Our frontline teams provide a range of information, guidance and advice for all coursework students, from general admin and enrolment enquiries to complex course planning and referrals to specialist services. Services are delivered via online enquiries, over the phone and in person.

**What we offer you**
In addition, we offer the opportunity to be part of a vibrant community and enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services and discounts on graduate courses. For more information check out our benefits page

**The University of Melbourne**
We’re tightly connected with community, both at home and abroad. We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website and stay connected with our stories and people on LinkedIn.

**Be yourself**
The University of Melbourne values the unique backgrounds, experiences and contributions that each person brings to our community and welcomes and celebrates diversity. First Nations people, those identifying as LGBTQIA+, parents, carers, people of all ages, abilities and genders, and people of diverse ethnicity, nationality and faith are encouraged to apply. Our aim is to create a workforce that reflects the diversity of the community in which we live. For more information please visit our Diversity and Inclusion page.

**Aboriginal and Torres Strait Islander Applicants**

We recognise that reconciliation is central to our purpose. For more information please visit our Reconciliation page.

**Join Us**

If you have any particular questions regarding the job please follow the details listed on the.

**Advertised**: 23 Aug

  • Manager, Student Enrolment

    3 months ago

    Parkville, Australia University of Melbourne Full time

    **Job no**: 0052710 **Location**:Parkville **Role type**:Full-time; Continuing **Department/School**:Student Administration team in Student and Scholarly Services **Salary**:UOM 9 - $134,320 - $139,749 p.a. plus 17% super - **Foster staff development and collaboration: Motivate and lead teams to their full potential, driving workforce planning and nurturing...

  • Student Recruitment Officer

    1 month ago

    Parkville, Australia University of Melbourne Full time

    About the Role The Student Recruitment Officer within the Future Students team, at the Faculty of Architecture, Building and Planning and the Faculty of Engineering and Information Technology is responsible for promoting the University's graduate and undergraduate programs both domestically and internationally. This role involves managing recruitment...

  • Student Recruitment Officer

    1 month ago

    Parkville, Australia University of Melbourne Full time

    **Job no**: 0056876 **Location**:Parkville **Role type**:Fixed term (12 months) **Department**:Student and Scholarly Services **Salary**:UOM 6 - $96,459 - $104,413 per annum (pro rata for part-time) plus 17% super - **Coordinate and execute recruitment strategies to promote and increase student enrolment for graduate and undergraduate programs in Australia...

  • Student Services Coordinator

    4 months ago

    Parkville, Australia University of Melbourne Full time

    **Job no**: 0040613 **Location**:Parkville **Role type**:Full-time; Continuing **Department/School**:Student and Scholarly Services **Salary**:UOM 6 - $92,749 - $100,397 p.a. plus 17% super - Provide high-quality student support, manage accommodations, and elevate the UniMelb experience. - $92,749 - $100,397, 17% super, benefits, and a flexible hybrid work...

  • Manager, Student Access and Success

    4 months ago

    Parkville, Australia University of Melbourne Full time

    **Job no**: 0057956 **Location**:Parkville **Role type**:Full-time; Continuing **Department/School**: Student and Scholarly Services (SASS) **Salary**: UOM 9 - $134,320 - $139,749p.a. plus 17% super - Lead tailored services, empower equity, and collaborate for success. - Elevate student experience and be part of our commitment to meeting diverse student...

  • Student Grievances

    3 months ago

    Parkville, Australia University of Melbourne Full time

    **Job no**: 0062634 **Location**:Parkville **Role type**:Full-time, Continuing **Department**:Student and Scholarly Services **Salary**:UOM 8 - $119,742 - $129,607 p.a. plus 17% super - Resolve student complaints, ensuring compliance with policies and procedural fairness. - Enhance complaint management procedures for improved efficiency and transparency. -...

  • Student Recruitment Officer

    4 months ago

    Parkville, Australia University of Melbourne Full time

    **Job no**: 0061668 **Location**:Parkville **Role type**:Part-time 0.6 FTE; Fixed-term for 2 years **Department**:Student and Scholarly Services **Salary**:UOM 6 - $92,749 - $100,397 p.a. plus 17% super - **Join Australia's #1 University in this exciting role.**: - **Competitive remuneration, 17% super, salary packaging, and leave loading.**: - **Highly...

  • Program Manager

    2 weeks ago

    Parkville, Victoria, Australia University of Melbourne Full time

    About the RoleThe Program Manager - Student Engagement will oversee the Faculty of Science's Academic Mentoring and Melbourne Peer Mentoring Programs, ensuring effective delivery of large-scale, cyclical activities that connect new students with peers and mentors. This role also establishes early interventions for students at academic risk and leads a small...

  • Manager (Student Mentoring and Engagement)

    2 weeks ago

    Parkville, Australia University of Melbourne Full time

    **Job no**: 0057072 **Location**:Parkville **Role type**:Full-time; Continuing **Faculty**:Faculty of Science **Department/School**:Student and Academic Services **Salary**:UOM 8 - $119,742 - $129,607 p.a. plus 17% super - **Lead the operational delivery of academic and peer mentoring programs.**: - **Shape large-scale student engagement initiatives and...

  • Student and Curriculum Data Analyst

    4 months ago

    Parkville, Australia University of Melbourne Full time

    **Job no**: 0062869 **Location**:Parkville **Role type**:Full-time; Continuing **Department**:Student and Scholarly Services **Salary**:UOM 7 - $106,432 - $115,211 p.a. plus 17% super - Translate complex data into actionable reports for diverse stakeholders. - Develop models and algorithms to uncover trends and enhance decision-making. - Brilliant benefits...

  • Coordinator, Student Support Specialists

    3 months ago

    Parkville, Australia University of Melbourne Full time

    **Job no**: 0061868 **Location**:Parkville **Role type**:Full-time; Continuing **Department**:Student and Scholarly Services **Salary**:UOM 6 - $92,749 - $100,397 p.a. plus 17% super - Provide high-quality customer service while managing staff allocations and fostering growth opportunities. - Utilise your initiative and coaching abilities to drive service...

  • Associate Director

    3 weeks ago

    Parkville, Australia University of Melbourne Full time

    **Job no**: 0063520 **Location**:Parkville **Role type**:Full-time; Continuing **Department**:Student Equity & Disability Services (SEDS) - Student and Scholarly Services (SASS) **Salary**:SM1 competitive salary plus 17% super - **Senior Leadership role in the Student Equity & Disability Services team at the University of Melbourne**: - **Improve the lives...

  • Project Officer, Student Program Development

    4 months ago

    Parkville, Australia University of Melbourne Full time

    **Job no**: 0062225 **Location**:Parkville **Role type**:Full-time; Continuing **Department/School**:Student and Scholarly Services (SASS) **Salary**:UOM 6 - $92,749 - $100,397 p.a. plus 17% super - **Craft large-scale programs fostering student connection and belonging throughout their journey.**: - **Deliver diverse student services to enhance the overall...

  • Manager (Student Mentoring and Engagement)

    2 weeks ago

    Parkville, Australia University of Melbourne Full time

    About the Role The Manager, Student Mentoring and Engagement oversees the Faculty of Science’s Academic Mentoring and Melbourne Peer Mentoring Programs, ensuring effective delivery of large-scale, cyclical activities that connect new students with peers and mentors. This role also establishes early interventions for students at academic risk and...

  • Manager, Student and Curriculum Data

    3 months ago

    Parkville, Australia University of Melbourne Full time

    **Job no**: 0060552 **Location**:Parkville **Role type**:Full-time; Continuing **Department/School**: Student and Scholarly Services **Salary**:UOM 9 - $134,320 - $139,749 p.a. plus 17% super - **Actively contribute to a positive and professional work environment that fosters innovation, teamwork, high achievement, continuous improvement and job...

  • Team Leader, Student Support

    4 weeks ago

    Parkville, Australia University of Melbourne Full time

    About the Role The Team Leader, Student Support plays a central role in the design, development, delivery and evaluation of the university's financial aid service, responding to the needs of a diverse student community. Your responsibilities will include: Lead the day-to-day delivery of financial aid services to students, ensuring that the services...

  • Team Leader, Student Support

    3 weeks ago

    Parkville, Australia University of Melbourne Full time

    **Job no**: 0052715 **Location**:Parkville **Role type**:Full-time; Continuing **Department**:Student and Scholarly Services **Salary**:UOM 7 - $106,432 - $115,211 p.a. plus 17% super - **Take on a key role within Campus Community team**: - **Lead a team of advisors who provide financial assistance to a diverse student community**: - **Drive impactful...

  • Associate Director

    3 weeks ago

    Parkville, Australia University of Melbourne Full time

    About the Role This pivotal role will spearhead the transformation of student equity and disability services. As a key leader, you will play a pivotal role indesigning and delivering innovative support programs, cultivate a high-performing team, and champion exceptional student experiences for students with disabilities and other equity needs....

  • Senior Manager, Student Academic Misconduct Investigations

    3 weeks ago

    Parkville, Australia University of Melbourne Full time

    About the Role The Senior Manager, Student Academic Misconduct Investigations leads a key function in the Academic Registrar's Office, overseeing the investigation of serious student academic misconduct cases. This role manages a team of investigators, ensures cases progress in a fair and transparent manner, and handles sensitive, complex...

  • Administrative Support Officer

    3 months ago

    Parkville, Australia University of Melbourne Full time

    **Job no**: 0062658 **Location**:Parkville **Role type**:1x Full-time Continuing and 1x Part-time (0.4FTE) Fixed-term for 7 months **Department**:Student and Scholarly Services - Stop 1 **Salary**:UOM 4 - $76,901 - $81,615 p.a. plus 17% super - Contribute to a positive and professional work environment that fosters innovation and teamwork - Provide excellent...