Casual Call Centre Mentor

Job no: 576732

Work type: Casual

Location: Geelong - City, Melbourne - Burwood

Categories: Administration, Student Services

Deakin University – Student Services

Position title: Casual Call Centre Mentor

Commences: October 2025

Contract type/hours: Casual

Location: Remote (with the exception of occasional in-person team and professional development days)

Remuneration: Casual HEW 3 ($44.04)

• This is only open to Deakin University Students

PRIMARY RESPONSIBILITIES

• To provide peer support to commencing and current Deakin students by making outbound calls and sending emails, offering study guidance and helping resolve common queries, with ongoing supervision and support from Coordinator, Priority Students.

• To work remotely in a virtual call centre environment, completing individual tasks while collaborating with colleagues to ensure timely completion of required calls.

• To ensure accurate and timely record-keeping across multiple systems, including case notes and call statistics.

• To navigate internal staff resources and systems to search for and provide accurate information, confidently referring students to the appropriate support services.

• To provide regular updates to the Coordinator, Priority Students, including insights and trends to enhance program operations, while also offering operational and administrative support, and escalating any concerns as needed.

• To contribute to team success by offering support and advice to colleagues, and providing training and mentoring to new Call Centre Mentors when needed.

• To contribute to a diverse and inclusive workplace by being a positive team member, undertaking required training, and adhering to Deakin's Staff Code of Conduct and Privacy policy.

ABOUT YOU

You're a current Deakin student with a strong commitment to supporting your peers and helping them feel confident in their university journey. You communicate clearly, listen actively, demonstrate empathy, and are confident engaging in conversations that build trust and connection with others. You're comfortable working both independently and as part of a team, and bring a diligent, proactive approach to your work, showing initiative when needed and following through on tasks with care.

SELCTION CONSIDERATIONS

Qualifications and experience:

• Must be a current Deakin University student and successfully completed at least 2 trimesters/semesters of study (minimum of 4 credit points completed by the end of Trimester 2, 2025).

• Must have a minimum of two remaining trimesters/semesters of study after Trimester 2, 2025.

• Demonstrated experience supporting others in either formal roles (e.g. mentoring, leadership) or informal settings (e.g. peer support, volunteering).

• Strong interest in peer-to-peer support, with the ability to actively listen, show empathy, problem-solve, and provide accurate guidance and/or referrals.

• Strong communication skills, including the ability to engage clearly and professionally with others. Previous customer service experience is advantageous, particularly in roles that involved supporting or assisting others.

• Familiarity with Deakin's student support services is highly desirable.

• Confident computer skills, including data entry, navigating systems, and professional use of email.

SPECIAL REQUIREMENTS

• Employee Working with Children Check (WWCC) (refer to Recruitment Procedure).

• Your own computer and headset (noise cancelling preferable), with suitable private and confidential workspace at home, to conduct outbound calls.

• This position is based remotely with the occasionally requirement for in person activities, such as team or professional development days.

RESIDENCY REQUIREMENTS

All candidates considered including international students, noting hours available may fluctuate due to work rights when your course is in session.

This advertisement will close on the 15th of September 11.55pm

Advertised: 08 Sep 2025 AUS Eastern Standard Time