Hiq Adviser

$74,013 to $83,479
- Ongoing, full-time
- Gardens Point (hybrid option available)

**Who are we looking for?**

Queensland University of Technology (QUT) is seeking a HiQ Adviser (2 positions) to join HiQ, Student Services and Wellbeing, Administrative Division.
- service model and as an escalation point from Peer Concierge. You will provide support with specialised knowledge across QUT services and operations, focusing on student administration, technology, and library. You will assist clients with interpretations of QUT policies and procedures and engage with specialist service providers across other areas of the University. As a member of the HiQ team you will participate in the continual improvement and refinement of student information and processes. This position reports to a Senior Adviser, HiQ Services for supervision, workload management and for Performance Planning and Review (PPR).

We’re offering this role as a hybrid position as part of QUT’s commitment to embracing the opportunities created by a more virtual and connected world.

**Real world impact**

QUT is a major Australian university with a global outlook and a 'real world' focus. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world.

**About the Administrative Division**

Administrative Division supports the governance and operations of the University, including planning and quality, facilities and services for students and staff. The Administrative Division is led by the Vice-President (Administration) and University Registrar.

**About the Department**

The Student Services and Wellbeing portfolio leads the university-wide strategy and coordination of all non-academic matters related to the student experience. The portfolio delivers a range of services across the student life cycle, as well as providing advice and leadership to the university on a broad range of student and staff matters, including social justice and public policy.

The departments within the portfolio include: Student Administration, Student Engagement, Equity, Student Services and Health, Safety & Environment (HSE) and Sport. The portfolio also has strong links to and works closely with QUT’s Oodgeroo Unit, Student Success Group and Human Resources.

The portfolio is focused on delivering services to support the university’s commitment to an exceptional student experience, leading to positive outcomes in success, retention and completion. This includes developing a campus culture which is inclusive, safe, and respectful for all students and staff.

Student Engagement comprises of HiQ Contact Centre and Service Points, Future Student & Conversion, Engagement teams, and works closely with Sport. HiQ is the university’s contact point for members of the public, staff, prospective and current student enquiries and support services. Services to students and staff include general information, IT support, Library, and student administration. Engagement with future students and their orientation to the QUT student experience is a core focus of Student Engagement. The Engagement team is responsible for delivering co-curricular programs that further build QUT’s sense of community and support students to develop their professional identity, networks, and employability. QUT sport has strategic and operational oversight of sport activities and programs at QUT.

**What you need to succeed**

You will demonstrate:
1. Education, training and/or relevant experience equivalent to completion of a degree with subsequent relevant experience.

2. Demonstrated ability to effectively interpret policies, procedures, and information to support the client experience.

3. Demonstrated client service skills in a high volume, fast paced environment including the ability to effectively escalate, prioritise and redirect enquiries, as necessary.

4. Demonstrated high level verbal and written communication and interpersonal skills with the ability to engage with a diverse range of clients and enquiries.

5. High level of digital literacy including the ability to navigate multiple complex information systems.

6. Demonstrated ability to work collaboratively and contribute to a positive, and inclusive culture.