• Based at our Melbourne, Burwood Campus + hybrid work arrangements
• Part-time (0.6FTE) and continuing
• HEW 5 $80,199 - $89,950 + 17% Superannuation (pro rata, part time)

Deakin is a cutting-edge public university in Victoria, revolutionising education with 61,000 students across five campuses: Melbourne Burwood, Geelong Waurn Ponds, Geelong Waterfront, Warrnambool, and our dynamic online Campus. We're proud to be a progressive and open-minded university, delivering the highest student satisfaction in Victoria and consistently ranked in the top 1% of the world's universities.

As a Student Adviser, you will play a vital role in providing advice, support, and administrative services that enhance the student experience, foster engagement, and empower students to achieve success. As a Student Adviser in our contact centre, you will be at the forefront of student support, predominantly assisting students over the phone. This is your opportunity to make a meaningful impact while working collaboratively in a supportive environment.

As a Student Adviser, you will:

• With a customer mindset, clarify expectations and respond promptly to student requests, queries, or complaints to ensure student needs are met to agreed standards and timelines. Provide basic advice to students and make appropriate referrals to other areas of the University.
• Collect and analyse information and data from a variety of appropriate sources to solve work problems and present information in a clear, structured, concise and tailored way by focusing on key messages. Ensure information is understood and meets audience needs.
• Engage in process improvement activities and adopt new ideas, approaches and changes to work practices. Show initiative, generate new ideas and shares those ideas with others in the work area to improve process and practice. Contribute feedback and suggestions and identify situations in which change is needed to improve policy and practice.
• 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. Coach, guide and support team members as needed to deliver against individual, team and University goals.
• Build productive relationships with a diverse range of existing stakeholders and actively seek to maintain positive relationships.  

To be successful, you’ll have:

• Completion of a Degree without subsequent relevant work experience; or an Associate Diploma and at least two years subsequent relevant work experience
• An equivalent combination of relevant work experience and/or education and training.
• Demonstrated experience in administration and customer service within large organisations with complex structures, policies, and procedures.
• Experience in a call centre environment is highly desirable, along with a commitment to delivering exceptional customer service.
• Proven ability to operate effectively in high-pressure, diverse environments, managing face-to-face, phone, and written interactions with professionalism.

Please note: The training program for the Contact Centre typically runs for two weeks full-time on campus, if possible. Additionally, this role requires availability between 8:30 am and 6:00 pm.

Here's how to apply: 

Please submit your updated resume and a short cover letter outlining your skills and experience.

• For a confidential discussion regarding this role, please contact Vanshika Satija (HUB Coordinator, Student Central) on vanshika.satija@deakin.edu.au
• For a copy of the position description, please see below:

 Position Description - Student Adviser (Contact Centre).pdf

Applications for this position close on Wednesday 5th February 2025

Why work with us?

At Deakin you will have access to benefits such as a variety of leave options including generous parental leave and the ability to purchase additional leave; flexible working arrangements to help manage your work-life balance; ongoing learning and development opportunities to grow your career; an inclusive and supportive culture and environment to work in, both online and on campus.

Are You Ready?

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff, and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and genders.