Coordinator, Onboarding and Quality Assurance, Customer Care

2 days ago

Mill Park, Victoria, Australia Dixon Appointments Full time $60,000 - $90,000 per year

The Company

Our client is a respected institution within the higher education sector, known for its commitment to academic excellence, student support, and innovation. This role presents a great opportunity to contribute to a dynamic team that supports critical university operations, all while working within a values-driven and inclusive environment.

Purpose of the Role

Reporting to the Manager, Customer Care, the Onboarding and Quality Specialist will lead initiatives focused on onboarding process design and coordination, quality assurance, and continuous improvement to enhance service excellence for staff and students. The incumbent will conduct work to designing and implementing onboarding frameworks, assessing quality of service delivery, and identifying opportunities for training and process improvement.

Responsibilities

  • Pre-onboarding preparation including all communications, system accesses, equipment & uniform orders and training.
  • Development and evaluation of onboarding materials and checklists, and quality assurance frameworks for casual staff and Student Ambassador model.
  • Coordinate rostering and timesheet approvals for all casuals.
  • Oversee all day-to-day operations of all casuals.
  • Monitoring and improving onboarding and quality-related content across service platforms.
  • Coordination of training content and onboarding documentation for staff and students.
  • Schedule and track completion of mandatory training (e.g. compliance, safety) and casual duration to meet legislative requirements.
  • Maintain and work with People and Culture to align onboarding activities and update HR systems.
  • Other projects and tasks as directed by Manager.

Key Requirements

  • Ability to innovate and take responsibility for outcomes.
  • Demonstrated ability to set priorities and monitor workflows within own area of responsibility.
  • Proven analytical and problem-solving capability.
  • Proven communication and interpersonal skills.
  • Ability to demonstrate self-awareness, see things from another person's perspective and actively seek out and act on feedback to improve knowledge, skills and behaviour.
  • Ability to think creatively, explore new ideas and respectfully challenge existing practices in order to improve current ways of working.
  • Current Working with Children's Check required.

If this sounds like you, please apply or contact Sharon on

Dixon Appointments values diversity and inclusion and is committed to providing a safe, inclusive and barrier-free recruitment experience. Please indicate your preferred method of communication in your application, and please let us know if you require any adjustments when dealing with us.

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