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Student Hub Advisor

2 months ago

Preston, Victoria, Australia Melbourne Polytechnic Full time
About the Role

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

Key Responsibilities
  • Deliver exceptional frontline customer service through innovative, consistent, and quality service.
  • Monitor and manage large volumes of enquiries via phone, web request, email, and face-to-face contacts with empathy and engagement in a fast-paced environment using a case management approach, ensuring a thorough review of options, proactive internal investigations, and providing clear and timely advice.
  • Provide general administrative services, including the follow-up of academic transcripts and awards, 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 students 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.
  • Adopt an agile approach to learning new systems, databases, and processes to assist with the streamlining of operational tasks and proficient use of software, including Customer Relationship Management (CRM) software, Student Management System (STRATA), and Microsoft Office Suite, as well as supporting students to navigate Melbourne Polytechnic online services, such as email and the Portal.
Requirements
  • 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 workload and prioritize tasks in conjunction with maintaining exceptional customer service.
  • Proven ability to manage challenging student behaviors and the ability to de-escalate situations.
  • A current Working with Children Check Card (Employee) and Police Check.