- Design, foster and manage a collaborative and student-centred team, based across six sites in two states
- Work collaboratively to continuously improve student and community enquiry management
- Full time, ongoing position, based in any of our Tasmanian Campuses.
About the opportunity
The Student Enquiries team is part of Student Services in the Student Services and Operations Division. The Student Enquiries team plays a critical role in providing a positive and impactful experience for prospective and current students, from the first point of contact through to graduation. This includes enquiries related to pre-application, application, admission, enrolment, fees, exams, results, academic progression and graduations.
We are seeking to appoint a Manager of Student Enquiries to lead and manage the University’s first-tier enquiry management team, which operates across six university campus ‘service points’, as well as responding to online, email and phone enquiries. The Student Enquiries team nurture prospective students, support their engagement with the University and their studies, to enhance the overall student experience by focusing on the following areas:
•First Impressions: The initial enquiry is often the first interaction a prospective student has with the University of Tasmania. A prompt and helpful response can create a positive first impression, setting the tone for future interactions.
•Student Engagement: Timely and proactive follow-up on enquiries helps maintain student engagement. It builds trust and a deeper connection with the university, which can influence a student's decision to enrol.
•Retention and Satisfaction: Effective enquiry management ensures that current students receive the support they need, which improves their overall satisfaction and retention rates. Addressing concerns and questions promptly helps students feel valued and supported.
•Efficiency and Resource Management: Streamlined enquiry management processes can help institutions allocate resources more efficiently. By pre-empting and addressing common questions and concerns proactively, staff can focus on more complex issues that require personalized attention.
•Reputation and Competitiveness: A reputation for excellent enquiry management can enhance the University's competitiveness. Prospective students are more likely to choose a university known for its responsive and supportive communication.
As part of their role, The Manager of Student Enquiries is responsible for the strategic direction and operational implementation of consistent and high-quality enquiries services for all students.
What you’ll do:
- Design, foster and manage a collaborative and student-centred team, based across six sites in two states. Lead the team to deliver ‘first point resolution’ enquiry management through a high-quality service for students, assisting them to navigate the student lifecycle from the first point of contact through to graduation.
- Lead the transformation and implementation of a new ‘Student Enquiries Service Model’ for the University’s first-tier enquiry teams, with the aim of providing a positive and impactful student experience across an increasingly diverse range of students, including resolving student escalations and highly complex enquiries.
- Contribute to the institution’s recruitment and retention targets and educational attainment, by ensuring that the operations of the first-tier enquiry management team are underpinned by the principles of student-centricity and that key quantitative and qualitative performance indicators are clearly defined, well understood and achieved by embedding data intelligence, analysis, and reporting strategies.
- Lead the systematic capturing of student insights across all interaction channels to inform a comprehensive learning and development model for all enquiries staff. Work with Divisional and College staff to provide feedback and work collaboratively on improvements which enhance our student experience.
- Work collaboratively to continuously improve enquiry management, including (but not limited to) technological enhancements, quality assurance, the development and review of process improvements, and prompt and personalized interactions, to ensure the University is highly responsive to internal and external changing requirements, continually adapting our service model to provide a distinctive experience for our students.
- Provide strategic and operational support related to student wellbeing and communications, including supporting enquiries teams to manage complex and highly sensitive student cases and incidents, as well as providing University Executive level support for crisis management and response teams (CMRT) when needed.
What we’re looking for:
- A sound understanding of the range of factors that influence student choice, progression and success across the stages of the student lifecycle to provide a high-quality service; and for working with teams to deliver evidence-based services that optimise student experience and outcomes.
- Demonstrated ability to source and understand information on a wide range of student administrative matters and interpret, apply and influence rules, ordinances, policies and procedures within governance instruments framework including federal legislations governing Higher Education institutions.
- Experience and demonstrated capacity to lead high performance customer service teams, including the ability to motivate, guide and continually develop staff for growth and optimal performance within a high-pressure, flexible and responsive work environment, to support the provision of services to students which are appropriate to the needs of an increasingly diverse and complex University community.
- Strong and effective interpersonal communication, conflict resolution and negotiation skills, with capacity to work collaboratively and effectively with a diverse range of internal and external stakeholders; and ability to convey complex information, ideas and concepts clearly and efficiently to a variety of audiences.
- Demonstrated ability to work independently and flexibly in responding to changing strategic priorities, and also collaboratively within a team environment; plan and prioritise workflow and deliver high quality outcomes including strategic thinking and tactical execution to achieve targets and KPIs, using initiative, judgement, prioritisation and innovation.
Salary details
Appointment to this role will be at HEO 9 and will have a total remuneration package of up to $160,613 comprising base salary within the range of $130,242 to $137,276 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 Dayna King, Executive Director Student Services, dayna.king@utas.edu.au or 03 6430 1643.
- 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.
Position Description -501402 -Manager, Student Enquiries.pdf
Applications close Tuesday, 2 September 2025, 11.55pm
