Casual Officer, Prospective Student Enquiries

4 weeks ago

Burwood, Australia DEAKIN UNIVERSITY Full time

Casual Hourly Rate: HEW 5 Casual - $50.45 per hour + 11% Superannuation

Employment Type: Ongoing Casual - 1-2 Shifts a week (Operational hours: Monday-Friday 8am-7pm)

Location: Melbourne Burwood Campus

About the Role: 

The Officer, Prospective Student Enquires is the first point of contact for prospective students and the general public,
and provides information about courses, recruitment events and enrolments. This includes inbound phone, email, live
chat and face-to-face consultations. The role builds and maintains the leads management database, and through
outbound calls, nurture and convert those leads into Deakin students.

To be successful, you’ll have:

  • Appropriate tertiary qualification or equivalent
  •  Experience in both sales and customer service provision, including high-level interpersonal skills, the ability to master content knowledge across a broad range of course and policy areas, and the ability to respond to people confidently, positively, and with respect while maintaining confidentiality when required.
  • Learning Agility: Learns from experiences; applies learnings to perform successfully in new situations
  • Continuous Improvement: Proactively improves the efficiency and quality of existing materials processes and systems
  • Service Culture: Considers other perspectives in making decisions and providing advice; strives to exceed expectations
  • Consulting and Advice: Provides expert and valued advice; supports achievement of outcomes for stakeholders 
  • Communicating with Influence: Engages and energises others through clear and persuasive communication
  • Personal Resilience: Maintains composure and focus under pressure, adapts to changing situations and recovers from setbacks 
  • This role requires the incumbent to apply for and maintain a Working With Children Check

Your key responsibilities will be:

  • Deliver a high standard of accurate, tailored, high quality course information to prospective students in response to walk-ins, phone, email, mail, online and live chat enquiries whilst adhering to current privacy legislation and current university policies.
  • Ensure all inbound and outbound enquiries are recorded, reported and resolved in a timely manner
  • Achieve set targets in regards to data collection, call success and attempt rate, lead generation and conversion
  • Monitor course applications and conduct follow campaigns where required
  • Consult with available sources to gather relevant information and seek the expertise and advice of other people as appropriate
  • Clarify expectations and respond promptly to client requests, queries, or complaints to ensure client needs are met to agreed standards and timelines 
  • Build productive relationships with a diverse range of existing stakeholders and actively seek to maintain positive relationships
  • Recognise the importance of teamwork and of effective communication amongst team members and build rapport within immediate team in ways that are respectful and inclusive of others

About us:

The flexible learning options we provide our students and our diverse team of professionals and academic experts has enabled us to achieve a 5-star rating by the prestigious university ranking organisation Quacquarelli Symonds. For eight consecutive years, we've achieved the highest level of overall student satisfaction among Victorian universities.

We have a network of campuses, learning centres and research centres across Victoria and corporate offices in Melbourne, China, Indonesia, India and Sri Lanka.  Our online Cloud campus provides more than 13,000 students with access to state-of-the-art digital tools and direct access to world-renowned academics.

As a Victorian university with a global impact, Deakin is translating its research into commercial outcomes that will help drive innovation for Australia’s economy.

Applications for this position close on 21 June 2024. Please submit your updated resume, Cover Letter and any supporting documents and contact Elitza Hyduke (Manager, Prospective Student Enquiries) on e.hyduke@deakin.edu.au if you have any questions.

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