Senior Coordinator, Student Advice

**About the Role**We are seeking an experienced service leader with strong contact centre expertise to lead the Student Advice function for the STEM College. This is a key leadership role responsible for ensuring our students receive high-quality, consistent and timely advice across all channels in a fast-paced, high-volume environment.You will lead a dedicated team delivering front-line advice on complex university processes, policies and student administration matters. Your ability to coach staff, build capability and create a collaborative, service-focused culture will be essential to your success in this role.This position is ideal for a proactive, organised, solutions-focused communicator who thrives in a team environment and loves improving service operations and working with stakeholders to enhance the student experience.Supporting the implementation of new systems, tools and processes to enhance service effectiveness and the student and staff experience.Significant experience in successfully building, deploying and managing a multi-channel contact team to deliver high quality service in a high volume, resource and policy-constrained environment working to time constraints with complex content.Demonstrated highly developed interpersonal skills with keen emotional intelligence and proven ability to engage staff, and work effectively with customers and stakeholders, while meeting organisational priorities. Substantial experience in interpreting, applying, and giving authoritative advice on policy, procedure and operational processes.Proven problem-solving skills, excellent judgement, and a skilled team player who is also able to work independently, taking action, influencing outcomes, and driving change under broad direction.Highly developed analysis and communication skills and demonstrated ability to build compelling cases and convey complex information, ideas and concepts clearly and efficiently to a variety of different audiences.Proactive and consultative with demonstrated experience in identifying better ways of working and the ability to create a culture of continuous improvement across a team.Extensive experience adapting, and leading a team to adapt, to changing operating environments including changes to policy, digital technology and service delivery requirements.Relevant qualification and/or relevant industry experience.STEM College is a community of exceptional STEM researchers, teachers, inventors, designers and gamechangers, supported by talented professional staff. We offer higher education programs across all STEM disciplines at the Bachelor, Master and PhD levels, and ensure our students experience an education that is work-aligned and life-changing. Our diversity and shared values empower our work, and we are proud of the College’s inclusive, caring culture. We offer a safe, dynamic work environment, and support every member of our community of achieve their potential. For further information about this position, please see the Position Description hyperlinked below or contact Kate Duggan – Associate Director, Student Lifecycle via email **Please note, if you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to RMIT's Jobs website to access the Position Description at the bottom of the page. Due to recent upgrades, position description links may not work on LinkedIn advertisements.***RMIT is an equal opportunity employer committed to**being**a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Isla**n**der community.* *At RMIT, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to RMIT* ***(including alternate formats of application forms)****. To discuss adjustment requirements, please contact Dani, v**ia talentsupport@rmit.edu.au* *or visit our Careers page for more contact information -*# **Culture**Our Values inspire us, wherever we are in the world, and guide how we live and work together.***Imagination. Integrity. Courage. Passion. Impact. Inclusion.***What unites us is our purpose and our values; they are at the heart of who we are, what we stand for, how we make decisions and connect with each other.Our people make everything at the University possible. We encourage new approaches to work and learning, stimulating change to drive positive impact. RMIT exists to create transformative experiences for our students, getting them ready for life and work. You will be a part of a productive and collaborative team, who values working relationships and outcomes through open and inclusive planning, continuous information sharing and transparent work practices.
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