Hiq Adviser, Student Services

The HiQ Adviser role is a key position in the
HiQ service model that supports enquiries from
QUT students, staff, prospective students, and
members of the public. You will be responsible
for the delivery of a high-quality face to face,

The HiQ Adviser role works within a tiered
- service model and as an escalation point from
Peer Concierge. You will provide support with
specialised knowledge across QUT services
and operations, focusing on student

administration, technology, and library. You will
assist clients with interpretations of QUT
policies and procedures and engage with
specialist service providers across other areas
of the university.

As a member of the HiQ team you will

participate in the continual improvement and
refinement of student information and
processes

This position reports to the Senior Adviser, HiQ
Services for supervision, workload
management and for Performance Planning
and Review (PPR).

**Key responsibilities include**:

- Provide a professional face-to-face,

phone and online enquiry service for
student administration, IT, library and
general enquiries
- Engage with University-wide specialist

services to escalate and resolve
enquiries
- Actively engage with and contribute to

service delivery improvement
suggestions through providing feedback
and input
- Undertake general administrative tasks

to support a positive client experience
- Abide by the rules of ethical conduct

related to student data and information
- Contribute positively and proactively to your

individual development and to the HiQ team
culture
- Would be agile and adaptive when

operating in a high volume, complex
work environment
- Participate in training and development

activities
- Support the HiQ service across all channels

and locations
- Compliance with health and safety policies,

procedures, hazard reporting and safe work
practices.
- To ensure job flexibility the successful
- appointee may be required to:
- perform any other duties as nominated by

the University consistent with the relevant
classification descriptors detailed in the
Enterprise Agreement. Staff undertaking
any new duties will receive training;
- participate in job rotation or multiskilling in

consultation with their supervisor;
- work across campuses

**Type of appointment**
We have multiple casual opportunities
available.

**Location**
Gardens Point and Kelvin Grove campuses

Selection Criteria
1. Education, training and/or relevant

experience equivalent to completion of
a degree with subsequent relevant
experience.

2. Demonstrated ability to effectively
interpret policies, procedures, and
information to support the client
experience.

3. Demonstrated client service skills in a
high volume, fast paced environment
including the ability to effectively
escalate, prioritise and redirect enquiries,
as necessary.

4. Demonstrated high level verbal and
written communication and interpersonal
skills with the ability to engage with a
diverse range of clients and enquiries.

5. High level of digital literacy including
the ability to navigate multiple complex
information systems.

6. Demonstrated ability to work
collaboratively and contribute to a
positive, and inclusive culture.

**Remuneration and Benefits**
- For casual appointments, the classification for
- this position is Higher Education Worker Level
- 5 (HEW5) which has a casual hourly rate
- range of $46.68 to $52.63 per hour and 10%
- superannuation.
- Beyond personal and professional fulfilment, a
- career at QUT brings a broad range of tangible
- benefits. With competitive remuneration
- including superannuation, the University offers
- real and generous benefits.
- QUT is a high quality and flexible organisation
- that is proud of its excellent employment
- conditions which include but are not limited to:
- Reduced working year scheme
- Parental leave provisions
- Study support encompassing leave and
- financial assistance- Comprehensive professional development
- Salary Packaging

Further benefits can be found at the Life at
QUT page.

**Information for applicants**

Casual staff will be expected to have
availability across weekdays, evenings and
weekends when required.

The casual appointments are open to
applicants who have ongoing full-time work
rights in Australia. In support of our strategic
priority of Indigenous Australian success,
Aboriginal Australians and Torres Strait
Islander people are encouraged to apply.

For further information about the position,
please contact Sabina Stuart, Service
Delivery Lead, on (07) 3138 4899; or for
further information about working at QUT
contact Human Resources on (07) 3138
5000.

may feel they are not strong on individual
selection criteria.

In assessing merit, the panel will take into
consideration “performance or achievement
relative to opportunity”. We recognise that
many staff today have a range of personal
circumstances, and career histories that
challenge traditional ideas of a staff
member. This may mean, for example,
p