Casual Campaign: Senior Officer, Customer Care

• • Multiple casual roles available, commencing early December 2025
  
  • Up to a maximum duration of 5 months
  
  • Full time/Part-time (min. 3 days/ .60FTE)
  
  • Peak period coverage between December 2025 – March 2026
  
  • Daily phone coverage between the hours 8:00am – 8:00pm Mon-Fri (7.25-hour shifts)
  
  • Higher Education Officer Level 5 casual rate $53.84 per hour + super
  
  • Campus Independent – Can be based at our Melbourne (Bundoora) campus or any one of our other Victorian regional campuses

Duties:

• Deliver an end-to-end customer experience in a fast-paced and high-volume environment through supporting all inbound and outbound enquiries (phone, face to face, CRM, live chat)
• Promptly and professionally respond to and resolve queries using comprehensive knowledge and available resources, ensuring timely and accurate information is conveyed to students

• Proactively develop, maintain and apply a thorough working knowledge of business-related information including programs, policies and procedures and ensure all university regulatory and procedural requirements are met.

• Work collaboratively within the team and as a member of the ASK La Trobe to facilitate efficient and effective customer service delivery to students and administrative support staff in the University.

• Requirement to be available full time between peak periods between all of December 2025 up to March Part time i.e. min. 3-4 days can be discussed and negotiated with the right incumbent/s.
• Incumbents must have work flexibility and be able to work between the hours of 8:00am – 8:00pm Monday to Friday.

Selection criteria:

The successful candidate must demonstrate possession of the following knowledge and skills:

• Completion of an undergraduate degree with some relevant work experience; or an equivalent combination of relevant experience and/or education/training.

• Excellent communication, written and verbal skills, with a demonstrated customer service focus and solution orientated approach.

• Excellent interpersonal skills, including the ability to develop cooperative working relationships with colleagues and stakeholders.

• Ability to provide accurate and timely advice in response to enquiries from both internal and external students and stakeholders.
• High level of proficiency in computer software packages, including word processing, spreadsheets and databases.
• Flexible approach to individual and team task allocations and priorities.

Application procedure

Please apply online with your CV and a cover letter addressing your suitability for the position advising your preference for full time or part time work, and your availability between 8:00am-8:00pm.

Position Description below;

PD Senior Officer Customer Care -

As part of the screening process, shortlisted applicants only, will be requested to complete a 5-10min one way video interview addressing 2-3 questions relevant to the role advertised. A video link will be sent to the applicants shortlisted.Only shortlisted candidates will be contacted for an interview.

If you are shortlisted for an interview, please ensure you advise the Hiring Manager of any planned prior leave during the peak period.

Job advertisement may close earlier if a suitable applicant is found.

**Applicants must have full working rights in Australia for the full duration of the appointment to apply for this role.

Applications close by 11:55pm Thursday 30 October 2025

Recruitment enquiries:

For inquiries about this position, please contact recruitment at the following email:

All La Trobe University employees are bound by the Working with Children Act If you are successful, you will be required to hold a valid Victorian Employee Working with Children Check or Interstate equivalent prior to commencement.

Why La Trobe:

• Develop your career at an innovative, global university where you'll collaborate with community and industry to create impact.
• Enjoy working on our inspiring and stunning campuses – the perfect hub for industry, students and academics
• Help transform the lives of students, partners and communities now and in the future