Enquiry and Enrolment Lead

4 weeks ago

Dandenong, Australia Chisholm Institute Full time

This position is accountable for managing the day to day operational and administrative functions in the Student Enquiry and Enrolment Services team including managing the provision of customer service, administrative tasks and complex or technical enrolment advice.

This role provides outstanding leadership through role modelling and consistent coaching to strengthen skills, productivity levels, and mentoring staff to ensure work is carried out and completed to a high standard within the team. The role will focus on providing and leading excellent customer service and a position enrolment experience via multiple channels.

Key Accountabilities include:

- Supervise and provide guidance for timely and accurate assistance to all internal and external customers with general enquiries.
- Provide customer-centred and professional service at all times to enhance customer satisfaction and maintain the professional image of the Institute
- Design, develop and trial procedures, equipment and systems to continually improve and streamline customer service.
- Encourage and foster a close team dynamic by working within the team to build relationships between staff and colleagues across the business
- Lead the team in coaching and lead by example by ensuring flexible approach, openness to learning and providing a work environment that encourages outstanding work performance and interpersonal relationships
- Supervise and guide the delivery of enrolment administration, planning, processing and fee payments
- Manage the day to day activities of the team, such as task allocation, prioritisation, and cross-business area resource allocation
- Monitor and support each team member’s performance against KPIs and performance metrics to deliver a high level of customer service and increase conversion rates

**ABOUT YOU**

You will have qualifications, skills, and experience in:

- Undergraduate Degree qualified, or equivalent business or customer service experience
- Demonstrated ability to provide leadership and drive performance to achieve team objectives
- Excellent interpersonal skills with the ability to build rapport and display conflict negotiation skills
- Ability to foster a collaborative work environment to achieve team and department goals
- Customer service experience, including case management
- Strong communication skills both written and verbal
- Analytical capability, organisation skills and a high level of accuracy and attention to detail
- Flexible working style with the ability to multi task and problem solve
- Ability to work independently and autonomously
- Self-motivated professional with a proven ability to meet targets
- Experience and demonstrated skills in facilitating training, coaching and mentoring team members and managers
- Demonstrated ability to drive continuous improvement initiatives
- Evidence-driven approaches to decision making and problem solving

**BELONGING AND INCLUSION**

Chisholm is resolutely diverse. We celebrate our people’s unique contributions to achieving our ambition to transform lives through relevant and responsive high-quality education. Chisholm’s culture of Belonging & Inclusion strives to promote a self-regulating culture that enhances the experiences of our employees, students and communities.

We welcome and encourage applicants from diverse backgrounds to apply.

**ABORIGINAL AND TORRES STRAIT ISLANDER APPLICANTS**

**HOW TO APPLY**

Applications for this position close **9 am Thursday 23 March 2023.**

Applications should include:

- a covering letter
- curriculum vitae
- contact details of three (3) referees.
- valid Employee Working With Children Check
- National Police Check
- International Police Check (if applicable)
- verification of unrestricted work rights in Australia, eg citizenship, passport or birth certificate
- certified copies of qualifications and transcripts.

Chisholm reserves the right to withdraw an advertised position at any stage.

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