Student Enquiries

**Job no**: 0056845
**Location**:Parkville
**Role type**:Full time; Continuing
**Department/School**: Student and Scholarly Services
**Salary**:UOM 5 - $79,961- $91,844 p.a. plus 17% super (pro rata for part-time)
- Become a member of our fun, collaborative team and drive continuous improvement as a senior member of the team
- Further your experience within Student support in an exciting, rewarding work environment
- 17% super, generous discounts on courses for employees and family members

**About the Role**
As the Student Enquiries & Support Advisor, you will provide accurate information and advice to Contact Centre staff regarding complex enquiries, case management of more complex, repeat enquiries, and referral to specialist services as required. You will be responsible for the management, development, and training of around 10-15 casual staff. Your role reports to one of the Coordinators of the Contact Centre and works closely with all senior Student Enquiries and Support staff to ensure the delivery of high quality, responsive customer service through conducting quality assurance checks and the provision of coaching to casual staff.

Your responsibilities will include:

- Provide day to day floor support to staff managing student enquiries. Take ownership of complex, time-critical enquiries (or sensitive escalations when the Service Coordinator and Coordinator are unavailable) and follow through to resolution as far as possible
- Oversee a regular schedule of quality assurance and individual coaching catch ups with casual staff to review performance, assist them to achieve goals, and ensure adequate levels of support are provided and professional development opportunities explored
- Provide project support and attend meetings/workshops to support business and system improvement activities, as directed by the Service Coordinator

**Who we are looking for**
We are seeking customer experience professionals who are detail orientated, customer focused and can work collaboratively in a team environment. You will have advanced communication and interpersonal skills, with the ability to build and maintain strong working relationships with stakeholders from all diverse backgrounds. You are tech savvy with demonstrated computer literacy skills and can work with new technologies.

You will also have:

- An undergraduate qualification and/or equivalent mix of education and relevant professional experience
- Experience working within a clear set of protocols and guidelines, including liaising with senior staff in specialist service areas across the University
- Ability to manage pressure and maintain strong professional relationships with a diverse client group - including students, future students, staff and members of the general public

For further information regarding responsibilities and requirements please refer to the attached PD.
- To ensure the University continues to provide a safe environment for everyone, this position requires the incumbent to hold a current and valid Working with Children Check._

**This role requires current valid work rights for Australia.**

**Your new team - Stop 1, SASS**:
Stop 1 is the University of Melbourne’s primary student services centre. Our frontline teams provide a range of information, guidance and advice for all coursework students, from general admin and enrolment enquiries to complex course planning and referrals to specialist services. Services are delivered via online enquiries, over the phone and in person.

**What we offer you**
In addition, we offer the opportunity to be part of a vibrant community and enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services and discounts on graduate courses. For more information check out our benefits page

**The University of Melbourne**
We’re tightly connected with community, both at home and abroad. We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website and stay connected with our stories and people on LinkedIn.

**Be yourself**
The University of Melbourne values the unique backgrounds, experiences and contributions that each person brings to our community and welcomes and celebrates diversity. First Nations people, those identifying as LGBTQIA+, parents, carers, people of all ages, abilities and genders, and people of diverse ethnicity, nationality and faith are encouraged to apply. Our aim is to create a workforce that reflects the diversity of the community in which we live. For more information please visit our Diversity and Inclusion page.

**Aboriginal and Torres Strait Islander Applicants**

We recognise that reconciliation is central to our purpose. For more information please visit our Reconciliation page.

**Join Us**

If you have any particular questions regarding the job please follow the details listed on the.

**Advertised**: 23 Aug