Future Student Enquiry Officer

**POSITION DESCRIPTION
**Position **Future/Student Enquiry Officer

To be allocated
**Position Number Level/Classification **H0506

by PCO***

**Reports to **Coordinator Future/Student Enquiry***

**Unit **Student Journey Services***

**Directorate **Student and Library Services***

**Positions Supervised **0

**Position Purpose**

Located in the Student Journey Services portfolio within the Student and Library Services

Directorate, these positions are focused on delivering exceptional customer service across a
wide range of future, new and current student enquiries related to course selection, admissions,

and course enrolments through to graduation. The Student Enquiry Officer roles will have either
a future student - sales and conversion remit, or current student - support and retention remit.
and also meet future, new and current students face-to-face in a range of on campus settings.
This position will respond to Tier 1 enquiries case manage more complex Tier 2 enquiries as
required and will provide training and support to the Team Assistants. This position is normally
based on the South Street Campus between the hours of 8am-6pm Monday to Friday. This
position also supports and works closely with the Admissions, Enrolments and Fees,
Graduations, Student Support, and Student Advice teams.

**About Murdoch University**

Murdoch University helps people discover how to make a difference, through education and

research endeavor, and remains one of the most inclusive universities in the country, providing
students with quality education and recognised academic standing within an engaging and

caring environment. We are a university for all, irrespective of background and social standing
with a focus on social equity, self-direction and freedom of thought and belief.

With strong links to government, business and the community, Murdoch University helps people
discover how to make a difference. We are a young, innovative and enterprising university with

more than 23,000 students and 1,700 staff across Perth, Singapore and Dubai. We are
committed to high quality education, innovative research, and strong community engagement

both locally and internationally.

Our Strategic Plan and Future Horizon 2017-2027 outlines an ambitious blueprint for
development and growth, with a focus on one purpose: to be a creative force for current and

future generations.

We are clear about our two core goals: to educate free thinkers who thrive in society and are

sought after by employers; and, to provide life changing solutions for the world’s big challenges
through our outstanding translational research and innovative practice.***

**About the Work Area**

The Student Journey Services portfolio embeds the Future Student Team, Outreach Team,
Student Enquiry and Student Transition functions, to inspire, inform, recruit, convert, support

and transition enabling, undergraduate and postgraduate students to study at Murdoch

University. We seek understanding of the diversity of student journeys and place the student
at the centre of our operations.

**Reporting Relationships**

Associate
Director,

Student Journey
Services

Manager,
Student Enquiry

Coordinator,
Coordinator,

Future Student
Student Enquiry

Enquiry

**Future Student **Meet Murdoch **Student Enquiry**
**Enquiry Officers **Team Assistants **Officers**

Student Enquiry
Assistants

***
**Key Responsibilities / Duties
from future, new and current students within the structure of a purpose-built customer

experience and service model.
2. Participate in outbound telephone campaigns to future, new and current students, to

assist conversion, transition, and retention of students, and collate feedback.
3. Liaise with academic and professional staff across the University to follow up and

enable resolution of complex student enquiries in accordance with University policies,

procedures, and processes.

processes and systems that support admissions, enrolment, and class sign-up. Compile

and collate statistical reports for phone, face-to-face and web-based enquiries to
improve current processes and manage future workloads.

5. Counsel future, new and current students on enabling, undergraduate and
postgraduate programs using specialised knowledge on course selection and pathways.

6. Providing responsive solutions within timeframes and in line with University’s values.

7. Logging and recording accurate data and information on student enquiries and
interactions.

8. Maintaining up to date information on the database including maintaining and updating
communication templates, team resources, and the FAQs in MyAnswers.

9. Strict adherence to the compliance obligations regarding privacy and confidentiality

10. Provide a bookshop facility, coordinate end of semester exams and log student
assignments at the Mandurah campus on a rotational basis as directed.

11. Provide training, guidance, and support to Team Assistants.

**Selection Criteria**

**Essential
**1. A mini