Client Services Coordinator

Coordinate a campus-based team and help shape student service excellence
- Total remuneration up to $104,969 p.a. including 17% super
- Choose your campus: Gold Coast, Lismore or Coffs Harbour

**About** us**:
Southern Cross University is a dynamic, ambitious institution focused on its purpose of changing lives through revolutionary learning and research with real impact. Our game changing Southern Cross Model brings a deeper learning experience, improving individual student outcomes, quality of life and a better way to learn. Our world-ranked research is driving positive impact for our communities, environment and economy.

Working at Southern Cross University combines a rare combination of being surrounded by ambitious students, dedicated colleagues and an environment of stunning natural beauty. We are leaders in our communities in the Northern Rivers region of New South Wales, Coffs Harbour and the Gold Coast and pride ourselves on helping shape a better tomorrow.

**About the opportunity**:
The Client Services Team within Student Administration Services (SAS) plays a pivotal role delivering quality services across the student lifecycle. The Client Services Coordinator is responsible for coordinating exceptional student service delivery as part of a cross-campus Coordinator group. This position will inspire and motivate a team of Student Advisors to ensure timely and consistent advice and support is provided to prospective and current students. Your core responsibilities will include:

- Supervising a campus-based team of Student Advisors, providing advice and training to ensure effective communication of the course requirements specific to any degree on offer, ensuring effective management of processes and services offered to staff and students.
- Liaise with the other Team Leaders in Client Services, overseeing the delivery of in-person, phone and digital service coverage, and acting as a point of escalation for enquiries.
- Providing expert advice to staff on policy, procedures and the resolution of complex or escalated matters.
- Monitoring service standards and performance, supporting ongoing improvement.
- Documenting processes, contributing to training materials, and coordinating team knowledge-building activities.

**About you**:
For your success in this role, you will have demonstrated experience working in a client services team delivering high levels of service with a strong commitment to service excellence and responsiveness. Your exceptional communication and interpersonal skills enable you to handle a wide range of enquiries and liaise effectively with people at all levels. More specifically, you will have:

- A tertiary qualification plus relevant experience, or extensive administrative experience.
- Demonstrated experience in leading a team, including promotion of excellence in client service, staff development, task scheduling and staff supervision.
- Strong planning, organisation and time management skills, with a capacity for adapting to a rapidly changing environment.
- Well-developed analytical and problem-solving skills including the ability to interpret and provide advice on rules, policy and procedures.
- Experience establishing and monitoring service standards.

**Salary and benefits**:
Our staff benefit from flexible work arrangements, including hybrid work models, generous parental and carer’s leave provisions, wellbeing initiatives, employee assistance programs and professional learning opportunities. This position is:

- Full-time, continuing (permanent) position
- Located at either Coffs Harbour, NSW 2450, Gold Coast, QLD 4225, or Lismore, NSW 2480.
- HEW Level 5. The base salary ranges from $80,737 - $89,717 per annum, plus 17% employers contribution to superannuation. The total remuneration package is up to $104,969.

Find out more about working at SCU by visiting Why Work at SCU.

**Application requirements**:
Job applicants must be an Australian or New Zealand citizen, Australian permanent resident or currently hold a visa with ongoing work rights in Australia. Employer visa sponsorship is not available for this position.

**Further information**:
Additional information is available in the position description or by contacting:
Name: Miss Kate Mackell, Manager, Shared Services Hub, Student Administration Services

**Closing Date: 11.30pm AEST, 11 June 2025**
- Southern Cross University is committed to ensuring that the University reflects the rich diversity across the region in which the University’s campuses are located. _

**Together, we are Transforming Tomorrow.**:
Position description