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University of Melbourne Hiring for STUDENT ENQUIRIES AND SUPPORT OFFICER Job at Melbourne Full Time
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Job no: 0053783
Work type: Continuing, Fixed Term
Location: Parkville
Division/Faculty: Chief Operating Officer Portfolio
Department/School: Student and Scholarly Services
Salary: $75,011 – $86,158 (UOM 5)
Role & Superannuation rate: Professional – Full time – 17% super
About Student and Scholarly Services at The University of Melbourne
Student and Scholarly Services provides student administration and services from recruitment and point of enquiry to graduation. This team also delivers wellbeing and scholarly services to students and staff.
About the role
Stop 1 is the home of student services at the University of Melbourne – online, on the phone and in person. As Student Enquiries Support Adviser, you will be an essential component of the Stop 1 team, assisting staff in responding to enquiries as quickly and effectively as possible by providing high level guidance and support. This includes the provision of accurate information and advice to staff regarding complex enquiries, case management of more complex, repeat enquiries, and referral to specialist services as required.
You will work closely with all senior Student Enquiries and Support staff to ensure the delivery of high quality, responsive customer service through conducting quality assurance checks and the provision of coaching to casual staff.
This position is an excellent opportunity to gain exposure across a wide range of enquiries, to build a network of relationships with a wide range of stakeholders and to grow your career at The University of Melbourne.
About you
You will be excited about providing outstanding customer service and will enjoy building strong professional relationships with a diverse client group – including students, future students, staff and member of the general public. You will be a strong team player with a keen eye for process improvement opportunities, always looking for ways to create efficiencies and improve customer experience.
- An undergraduate qualification and/or equivalent mix of education and relevant professional experience.
- Experience in supporting a team of staff in a dynamic service delivery environment, including providing individual performance feedback on the basis of quality assurance activities.
- Demonstrated commitment to providing quality customer service and ability to manage pressure in a fast-paced, front-line customer service environment.
- Excellent communication and interpersonal skills, with a clear focus on written and in person communication skills.
- Sound organisational and task management skills with strong attention to detail and the ability to effectively and flexibly prioritise activities to meet business need across multiple service environments.
Benefits
- Maximise your benefits through our Salary Packaging scheme
- Flexible family friendly policies, providing generous leave and working conditions
- The opportunity to work in a culturally rich environment
- A substantial discount to eligible staff and their immediate families in undertaking further studies at the University of Melbourne
To find out more, go to http://about.unimelb.edu.au/careers/staff-benefits
Culture
The University is a vibrant campus. We have well-established clubs and networks giving the opportunity to engage and collaborate with other staff around the University. We strive to create an environment where staff and students promote culturally inclusive behaviour and activities, ensure cultural differences are heard and explored, and actively seek to learn from other cultures.
How to apply
Your application submitted should include your resume and a brief cover letter outlining your motivation to apply for this role and describing what skills you will bring to it. You will further be asked to upload a document with responses against the following three selection criteria*:
- Demonstrated commitment to providing quality customer service and ability to manage pressure in a fast-paced, front-line customer service environment.
- Experience in supporting a team of staff in a dynamic service delivery environment, including providing individual performance feedback on the basis of quality assurance activities.
- Demonstrated initiative and the ability to contribute to rethinking business practice in order improve service delivery outcomes and enhance the student experience.
- For information to assist you with compiling short statements to answer the selection criteria/competencies, please go to http://about.unimelb.edu.au/careers/selection-criteria
Advertised: 20 Aug 2021 12:05 AM AUS Eastern Standard Time
Applications close: 30 Aug 2021 11:55 PM AUS Eastern Standard Time