Jobs and Careers

Senior Training & Development Officer - Student Enquiries 

• Develop and deliver impactful training programs
• Drive continuous improvement in student service quality
• Full Time Ongoing role based in Hobart or Launceston

 About the opportunity

Student Services and Operations is looking for a Senior Training & Development Officer to join their Student Enquiries team.

As our new Senior Training & Development Officer you will play a pivotal role in improving organisational effectiveness by developing and delivering impactful training programs, identifying opportunities for process improvement, and supporting the continuous development of staff competencies, particularly in relation to the management and handling of student enquiries of all forms.

This varied role will see you coordinate training and development modules which can be adapted and applied to a variety of onboarding and upskilling purposes within the Student Enquiries space.

You will be responsible for the onboarding of new Student Ambassadors or Student Enquiries Concierges, as well as upskilling and cross-training of existing staff across additional modules (for example Future Student, Current Student and Service Desk specific tasks) and any other regular or repeatable training requirements.

As part of the Student Services and Operations Division, this role will liaise and collaborate with allied teams such as marketing, recruitment, admissions, student administration teams, and more.

You will also play an active role in campus events and student activities to ensure positive service delivery, provide support, and ensure adherence to quality standards.

What you’ll do:

• Develop and deliver a program of training modules for Student Enquiries staff, targeted to specific skills and knowledge growth that are easily digestible.
• Responsible for the effective program management of the University’s Student Ambassadors, including the recruitment, initial line and supervisory management, overall onboarding, and training.
• Drive continuous improvement in student service quality through the development and implementation of customer service training materials, scripting, and rigorous quality assurance protocols across all campuses.
• Responsible for reviewing, refining and updating Standard Operating Procedures and maintaining process flows for consistent staff instructions.
• Consulting with other teams to understand the work they do, liaising with external specialists, and implementing feedback mechanisms to ensure training programs are in line with the current needs of each area and relevant policy requirements.
• Contributing to the optimisation of our processes and systems, including Customer Relationship Management (CRM), Telephony, and other Knowledge Management System.

­What we’re looking for:

• Completion of a relevant degree with subsequent experience, or an equivalent combination of relevant experience and/or education and training.
• Proven experience with coordinating activities of a front-line service team, including staff management, rostering, reporting, forecasting demand and scheduling resources, and managing workload across enquiry channels.
• Strong experience in cultivating a customer-first culture that is driven to achieve service targets.
• Experience in teaching and training to support the development of staff and students to achieve skill or knowledge growth, while providing organisational service excellence, achieving key performance indicators (KPIs) and targeted student satisfaction rates.
• Strong organisational skills and the ability to prioritise multiple tasks and meet deadlines.
• Strong interpersonal skills, including the ability to liaise with staff and stakeholders from a variety of backgrounds and demographics.

Salary details

Appointment to this role will be at HEO 7 and will have a total remuneration package of up to $126,637 comprising base salary within the range of $98,473 to $108,237 plus 17% superannuation.

How to Apply

• This vacancy is being advertised internally only in the first instance to current staff.
• In submitting your application, you acknowledge you have/intend to discuss your interest in this vacancy with your current manager and understand they may need to be contacted confidentially by the hiring manager as part of the assessment of your application.
• To apply online, please provide your CV and 1-2-page cover letter outlining your interest in the role, skills, capabilities and experience.  You do not need to separately address the success profile criteria.
• For further information about this position, please contact Grant Cooper, Manager, Student Enquiries Service on GR.Cooper@utas.edu.au or 0362261423.
• Please visit https://www.utas.edu.au/jobs/applying for our guide to applying and details on the recruitment process.
• Please refer to the attached Position Description Below for full details.

 PD - 500974 - Senior Training & Development Officer - Student Enquiries.pdf

Applications close Sunday, 27 April 2025, 11.55pm

To be eligible for this position, you are required to have Australian or New Zealand citizenship, permanent residency or a current valid visa that allows you to fulfil the requirements of this role.