Senior Contact Centre Agent

• Exciting Opportunity within our Advisory & HQ Team
• 1 x Continuing Full-time Role 
• Located at our Whitten Oval Campus 

About Us

At Victoria University (VU), our aim is to be a global leader in dual-sector learning and research by 2028. Join us on the journey and help us achieve our strategic drives embedded in our Strategic Plan : Start well, finish brilliantly. One of the drivers "Thriving place to Study and Work" will enable us to continue to create places that our students and staff love to belong and feel immense pride.
 

About the Role: 

We are seeking a candidate to join the Advisory and HQ collaborative and high performing team, responsible for handling inquiries, resolving routine issues, and delivering information about various student-related matters by exercising good judgement, sensitivity and discretion.

You'll be responsible for maintaining positive and helpful interactions with students across various channels (phone, email, live chat etc.) while also effectively navigating student business systems to provide accurate and timely assistance. 

This is a full-time continuing position hours per week) being offered at the HEP Level 5 classification and the salary range is $76,459 - $87,825 per annum, plus 17% employer superannuation contribution. The successful candidate will be required to work full-time on-site at our Whitten Oval Campus.

An example of your responsibilities or duties you may perform will include: 

• Applying sound interpersonal, written, and oral communication skills, interacting with individuals from diverse backgrounds to provide student service at the performance and quality standards defined in the Student Services Customer Service Framework and the Student Advising Model. 
• Resolving issues identified through student inquiries regarding enrolments, fees, timetabling, and other related matters, acting to resolve the problems, or where appropriate, referring / escalating to relevant Stakeholders and Team Leaders for resolution. 
• Handling inbound / outbound calls and inquiries from students and stakeholders professionally and efficiently, navigating student business systems quickly and effectively to provide accurate information and assistance. 

For a copy of the Position Description, click HERE. 
 

About You:

The ideal candidate will possess:

• Well-developed interpersonal, verbal and written communication skills
• Proven ability to work with in all aspects of word processing, including Microsoft Word, Excel, Access and Outlook, and to quickly gain working knowledge of any University based online system

Why Join Us

VU provides competitive salaries, excellent superannuation, and a variety of benefits. The university fosters an environment where staff can excel, achieve their goals, and develop their careers. With a focus on diversity, inclusion, and family-friendly policies, VU supports both professional and personal well-being. For more information, please visit our Jobs at VU Webpage

How to Apply

For a copy of the Position Description, click HERE.

Applications must be submitted as a single document comprising:

• A cover letter
• Your curriculum vitae/resume
• Your responses addressing all selection criteria located in the position description
• Evidence of applicable qualifications, licences and registration

Note: Applications which do not address the selection criteria will NOT be considered.

Application Closing Date: 11:59pm 5 September 2025

Who to Contact?

For further information relating to the position, please contact Jody Pyman, Manager Contact Centre via email

Our Commitment to Protecting Country: 

Victoria University honours its deep diversity as a foundation for collaboration and social progress. We will demonstrate sensitivity in respecting First Nation perspectives. We will ensure that we respect our Indigenous voices and commit to sustainable Protecting Country. We will take leadership responsibility, in all that we do, to improve the health and wellbeing of our local and global communities, and the planet that we share. 

Our Commitment to Progressive Inclusivity

Victoria University welcomes and celebrates the diverse perspectives, identities, and backgrounds of all people. We are committed to progressive inclusivity as a core strategic priority. All members of the VU community have a responsibility to be inclusive, respectful and supportive of all.

We are committed to maintaining a workforce which reflects the community we serve, this means we strive to attract, retain, develop and empower talented individuals from all backgrounds. We encourage applicants who are Aboriginal and Torres Strait Islander peoples, people with disability, culturally and racially marginalised people, those from the LGBTQIA+ community, people from all ages and socio-economic backgrounds.  We believe that a diversity of experiences and perspectives strengthens our community and fosters a more innovative, inclusive, and supportive working environment, where everyone feels they belong.

VU is committed to providing a positive and barrier-free recruitment experience. If you have access requirements or would benefit from adjustments, including with position descriptions, application forms, or require any other document in an accessible format at any stage of the recruitment process please contact us at  or call