Service Improvement Programs Coordinator

$106,563 to $120,783
- Ongoing, full-time
- Gardens Point

**Who are we looking for?**

Queensland University of Technology (QUT) is seeking a Service Improvement Programs Coordinator to join HiQ, Student Services and Wellbeing, Administrative Division.

The Service Improvement Coordinator provides support to Student Engagement’s efforts to achieve service excellence through QUT’s Service Delivery Framework. The role will use an evidence-based approach to facilitate the identification and implementation of service improvements as well as methods to measure service performance. The role will work collaboratively with Student Engagement Managers, and relevant stakeholders to achieve agreed service goals.

**Real world impact**

QUT is a major Australian university with a global outlook and a 'real world' focus. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world.

**About the Administrative Division**

Administrative Division supports the governance and operations of the University, including planning and quality, facilities and services for students and staff. The Administrative Division is led by the Vice-President (Administration) and University Registrar.

**About Student Services and Wellbeing**

The Student Services and Wellbeing portfolio leads the university-wide strategy and coordination of all non-academic matters related to the student experience. The portfolio delivers a range of services across the student life cycle, as well as providing advice and leadership to the university on a broad range of student and staff matters, including social justice and public policy.

The departments within the portfolio include: Student Administration, Student Engagement, Equity, Student Services and Health, Safety & Environment (HSE) and Sport. The portfolio also has strong links to and works closely with QUT’s Oodgeroo Unit, Student Success Group and Human Resources.

The portfolio is focused on delivering services to support the university’s commitment to an exceptional student experience, leading to positive outcomes in success, retention and completion. This includes developing a campus culture which is inclusive, safe, and respectful for all students and staff.

Student Engagement comprises of HiQ Contact Centre and Service Points, Future Student & Conversion, Engagement teams, and works closely with Sport. HiQ is the university’s contact point for members of the public, staff, prospective and current student enquiries and support services. Services to students and staff include general information, IT support, Library, and student administration. Engagement with future students and their orientation to the QUT student experience is a core focus of Student Engagement. The Engagement team is responsible for delivering co-curricular programs that further build QUT’s sense of community and support students to develop their professional identity, networks, and employability. QUT sport has strategic and operational oversight of sport activities and programs at QUT.

**What you need to succeed**

This role is dynamic and collaborative, and you will enjoy delivering service and operational excellence that ensures an exceptional experience for QUT students.

You will demonstrate:

- Completion of, or progress towards, postgraduate qualifications and extensive relevant experience; or an equivalent combination of relevant experience and education.
- Extensive knowledge and understanding of contemporary approaches to customer service (preferably in a higher education setting).
- Demonstrated experience in data analysis, to identify improvement opportunities and working collaboratively with stakeholders to implement sustained business improvements.
- Demonstrated experience implementing complex projects to an agreed plan, with extensive stakeholder engagement, risk management and analysis of benefits.
- Demonstrated experience with CRMs and IT systems to extract and analyse data to improve the service delivery to students.
- Demonstrated ability to effectively lead and mentor a team and manage conflicting deadlines.