Manager, Communications Centre

$136,958 to $143,228 pa (HEW 9)
Ongoing, full-time, Joondalup campus
Growth, Engagement and Marketing
Joondalup campus
$136,958 to $143,228 pa (HEW 9)
Ongoing, full-time
Edith Cowan University
Are you ready to belong to a dynamic community where courage, creativity, and optimism are essential elements of our DNA? At ECU we’re inspired by the incredible achievements of Edith Cowan, the first woman elected to an Australian parliament and a lifelong champion of education. Empowered by her legacy, we’re united in our vision to lead the sector in educational experience and expand our impact through world-class research.
Embrace an opportunity to become part of something extraordinary.
Growth, Engagement and Marketing are committed to showcasing the very best of ECU - who we are, what we offer, and the impact we make. This commitment is reflected in everything we do across engagement, events, communications, brand, marketing, and customer experience. Our work plays a critical role in enhancing the University’s reputation by shaping how ECU is perceived and experienced by its many audiences.
About the Opportunity
The Communications Centre Manager is a key leadership role reporting to the Associate Director, Digital & Customer Experience. You will lead ECU’s central frontline and escalation digital teams, overseeing Tier 1 and Tier 2 student enquiry services across multiple channels. You’ll work closely with the Manager, Student Hub to ensure aligned service delivery, operational continuity and an exceptional experience for future and current students. This role is critical in driving customer-centred service, building capability, embedding continuous improvement and fostering an energetic, positive team culture.
**Key responsibilities include**:
Lead the delivery of ECU’s digital and enquiries service across frontline and escalations.
Strengthen the customer experience by embedding continuous improvement, feedback loops, service redesign and evidence-based decision making.
Oversee operational planning, demand forecasting, workforce planning and resource allocation to ensure service continuity during peak and steady-state periods.
Provide accurate reporting, insights and analytics to monitor performance, track KPIs and inform future service enhancements.
Build collaborative working relationships both internal and external to ECU to ensure alignment, shared outcomes and a seamless student experience.
Lead, develop and coach Team Leaders and staff to build capability, drive performance, deepen engagement and foster a positive, energetic team culture.
Champion a customer-first mindset across the Centre, ensuring students feel supported, heard and valued throughout all interactions with ECU.
About you
You’re a customer-focussed leader who thrives in fast-paced environments, and you genuinely enjoy lifting capability, creating positive energy and bringing people together. You’ll thrive in this role if you are driven by purpose, people and improvement. Work with a vibrant, energetic team who value connection, fun and celebrating wins together.
Extensive experience leading customer-focused enquiry and service operations within a large, complex environment.
Experience working with CRM and communication and information systems (Salesforce advantageous).
Strong ability to build trusted relationships across portfolios and influence outcomes collaboratively.
Data-led approach using insights, student feedback and analytics to drive service uplift and continuous improvement.
Proven experience developing capability, building, coaching and scaling teams in high-volume, fast-paced environments.
Able to remain calm, solutions-focused and clear in your judgement during peak periods.
Genuine passion for student experience, customer centricity and delivering high-quality service outcomes.
Importantly, you will demonstrate personal attributes that align with the University’s values.
Benefits of working at ECU
At ECU we’re committed to fostering a positive employment experience and believe this is fundamental to the success and satisfaction of our employees. Growth and development matter here, because we recognise people are at the centre of everything we do. Our thriving work culture is guided by the ECU values and complemented by a range of employee benefits; visit our website to read about flexible working arrangements, generous leave entitlements, our commitment to Wellbeing, exclusive corporate discounts and industry-leading superannuation.
Contact
Ashe Munro Recruitment are proudly partnering with Edith Cowan University (ECU) to appoint this key leadership role that contributes significantly to shaping student experience, service capability and customer outcomes across ECU.
Application Process
Advert Closure
Applications close Wednesday 26 November, 2025 at 11:30pm AWST.
**PLEASE NOTE**: APPLICATIONS WILL ONLY BE ACCEPTED FROM CANDIDATES WHO HAVE THE RELEVANT WORKING RIGHTS TO FILL THIS POSITION.
We are dedicated to attracting, ret