Member Service Officer

2 weeks ago

South Melbourne, Victoria, Australia National Tertiary Education Union (NTEU) Full time $80,000 - $120,000 per year

Location:
South Melbourne

Classification:
NTEU Level 5

Salary:
$99,447-$107,519 p.a. plus 17% employer superannuation

Employment basis:
Ongoing, full time

Why work with the NTEU

The National Tertiary Education Union (Victorian Division) represents staff in universities, research institutes, TAFE, adult education, student unions and related organisations. We are a values driven, member led union committed to fairness, equity and safe, secure work across tertiary education. Our staff work collegially and with purpose to support members and strengthen the collective.

You will have access to excellent conditions under our national collective agreement, including monthly compensatory days off and five weeks recreation (annual) leave, and be based in South Melbourne.

About the role

The Member Service Officer is a first point of contact for members and prospective members seeking advice or assistance on workplace issues. The role requires sound judgement, strong interpersonal skills and the capacity to provide clear, practical guidance to persons who may be undergoing significant stress. You will triage member inquiries, give timely, accurate advice on workplace rights and entitlements, and connect members with specialist support as needed.

Key responsibilities

  • Respond to member and prospective member enquiries by phone, email and digital channels.
  • Provide calm, clear and practical advice on workplace rights and entitlements under enterprise agreements, awards, the Fair Work Act, anti-discrimination legislation and employer policies.
  • Assess and triage issues, escalating to organising or industrial staff where appropriate, and ensuring consistent, well-informed advice.
  • Draft correspondence and responses for members in relation to workplace matters.
  • Maintain accurate member records in NTEU systems and support data quality and process improvement.
  • Identify potential collective issues for action and referral.
  • Promote union membership and contribute to recruitment, engagement and campaign activities.

About you

We are seeking someone who brings empathy, discretion and professionalism to every interaction, and who can support people in stressful circumstances with proficiency and respect. You will ideally have:

  • Knowledge of industrial rights and entitlements (or a demonstrated capacity and willingness to learn).
  • Ability to explain complex concepts clearly and helpfully to diverse audiences.
  • Strong listening, communication and interpersonal skills.
  • Confidence working with enterprise agreements, awards and relevant legislation.
  • Commitment to union principles and collective action.
  • Curiosity and care in resolving issues thoroughly, not just quickly.

Backgrounds that may suit include union, HR, case management, legal/advocacy or university administration/compliance.

How to apply

To download the Position Description and apply, visit and enter the reference code

Please address your cover letter to
Sarah Roberts, Victorian Division Secretary
, outlining how your experience aligns with the role and the Position Description.

Applications close 11:59 pm (AEST) on Monday, 13 October 2025.

For queries, email Claire Proctor

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