Coaching & Training Officer - Student Hub

2 weeks ago

Sydney, Australia University of New South Wales Full time

**Job no**: 528534
**Work type**: Full Time
**Location**: Sydney, NSW
**Categories**: Student Services
- Employment Type: Full Time
- Duration: Continuing
- Remuneration: $100,354 - $107,054 + 17% superannuation + leave loading
- Location: Kensington UNSW Campus

**Why Your Role Matters**

The Coaching and Training Officer plays a critical role in enhancing the student experience by coaching, training and supporting student services staff in the Nucleus Student Hub. The role is also responsible for maintaining training and process documentation and maintaining the knowledge base system.

Staff in The Nucleus Student Hub are responsible for a variety of administrative functions within the student lifecycle, with a key focus to deliver high quality service across a wide range of student enquiries, putting the student experience as the primary focus of all activities.

This is a newly created role that will also contribute to the drive for continuous improvement in student experience, quality and process. The position reports to the Coaching and Training Lead and has no direct reports.

**Main responsibilities Summary**
- Provide one to one coaching to student services staff, emphasising customer service, active listening and problem solving
- Assist with the development and delivery of training that enhances staff competencies in managing and resolving student enquiries and creating a positive environment
- Evaluate the effectiveness of training and make necessary amendments to adapt to changes in the work environment as required by the Hub Management Team
- Document and maintain student services processes, create and maintain training documentation, manuals and resources for staff
- Collaborate with Hub Management team to identify areas for improvement in service delivery
- Assist with ensuring the consistent use of documentation across the Hub
- Monitor service interactions and provide constructive feedback to staff
- Assist with the analysis of data related to student feedback and service metrics and assist with the generation of reports to identify trends and inform decision making

You can access the full extent of the tasks on the job description.

**Who You Are**

We are looking for someone who is aligned with UNSW’s vision and values, who is service-centric with the ability to multi-task, be flexible and show initiative. We’d love you to come equipped with:

- Demonstrated experience in a student services area (essential)
- Demonstrated experience in designing and implementing training and coaching others
- Experience working both autonomously and collaboratively with diverse stakeholders in a shared student service model
- Excellent written and verbal communication skills with the ability to use tact and diplomacy, negotiate and communicate with influence, and clearly convey ideas and information to a diverse audience

**Benefits and Culture**:People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:

- Access to up to 17% Superannuation contributions and additional leave loading payments
- Additional 3 days of leave over the end of the year period
- Discounts and entitlements (retail, education, fitness)

**Applications close: 22 November 2024 5PM**

Applications cannot be accepted if sent directly to the contact listed

Position Description

**Advertised**: 08 Nov 2024 AUS Eastern Daylight Time
**Applications close**: 22 Nov 2024 AUS Eastern Daylight Time

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