Future Student Enquiries Team Lead

Join the dynamic and innovative Swinburne Future Students team
- Fulltime, ongoing position at our Hawthorn campus
- HEW 6 salary + 17% super

**About the Role**
Swinburne University of Technology is seeking a skilled and professional Team Lead to manage our Future Student Enquiries team. This role ensures prospective students have a positive and informative first contact with the University and supports their journey from enquiry to enrolment.

You will lead a high-performing team, manage rosters and workflows, and collaborate with key areas such as Admissions and Direct Recruitment. The role involves monitoring enquiry volumes, ensuring service quality and compliance with policies, and driving continuous improvement aligned with business goals.

This position requires strong communication skills, emotional intelligence, and adaptability, especially in fast-paced or changing environments. You will also contribute directly to student recruitment by engaging with prospective students throughout the enquiry and enrolment process.
Reporting to the Manager, Direct Recruitment Enquiries, this role has six direct reports.

**About You**
**To be suitable for this role you will need to have experience in the below key accountabilities**:

- Experience working in a Sales Contact Centre or similar environment, with experience in supervising, mentoring and training staff, with knowledge of customer service principles and practice
- Demonstrated ability to investigate and make informed decisions regarding complex issues within a short timeframe
- Demonstrated experience managing demanding and difficult situations and customers
- Demonstrated ability to work independently and collaboratively as part of a team

Further information about this role can be found in the attached position description.

**Qualifications**
Completion of a degree, or diploma level qualification with relevant work-related experience or an equivalent combination of relevant experience and/or education/training

**About Swinburne University of Technology**
Swinburne’s strategy draws upon our understanding of future challenges. We choose to build Swinburne as the prototype of a new and different university - one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research.

**To Apply**
Please submit your CV and cover letter addressing your suitability for this position.

To review the Position Description and to apply, please scroll down to the bottom of the page.

If you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to Swinburne’s Jobs website to access the Position Description at the bottom of the page.

**Applications Close: Sunday 29th June 2025, 11pm**

Swinburne offers flexible working options contained in our leave and parenting/carer policies to support work-life balance.

**Diversity, Equity and Inclusion**
Swinburne has become a world-class university, driving social and economic impacts through science, technology, and innovation. As a dual-sector university, our vision is for people and technology working together to build a better world.
Central to our vision is our commitment to diversity, equity, and inclusion. We pride ourselves on being an equal opportunity employer focused on attracting, retaining, and developing great talent. We work to remove barriers related to gender identity, culture, ethnicity, sexual orientation, disability, and age.

We strongly encourage applicants from diverse Aboriginal and Torres Strait Islander communities. Our Moondani Toombadool Centre leads our Indigenous education and culture at Swinburne, guided by community wisdom and leadership.

**Victoria’s Commitment to Action: Improving international student employment outcomes.**
- As a Circle Back Initiative Employer, we commit to responding to every applicant._
LI-SW