Salary Rate: HEW 5 ($50.45per hour + 11% Superannuation)

Employment Type: Casual

Location: Melbourne Burwood campus

About the role:

Provide advice, support and administrative services within the Contact Centre that improves the student experience and engages our students to facilitate their success.

To be successful, you'll have:

• Completion of a Degree without subsequent relevant work experience; or
• A combination of relevant work experience and/or education and training 
• Experience in a high-volume front-line customer service environment and broad knowledge in administrative fields
• Experience using multiple systems
• This role requires the incumbent to apply for and maintain a Working With Children Check (refer to Deakin’s Recruitment Procedure for further details)

Your key responsibilities will be to:

• Create practical, simple and accessible solutions to student enquiries and problems after considering multiple perspectives
• Consult with available sources to gather relevant information on student services and seek the expertise and advice of other people as appropriate
• Contribute feedback and suggestions and identify situations in which change is needed to improve student services 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 
• Clarify expectations and respond promptly to student requests, queries, or complaints to ensure student needs are met to agreed standards and timelines 
• Provide advice to students and make appropriate referrals to other areas of the University
• Build productive relationships with a diverse range of existing stakeholders and actively seek to maintain positive relationships
• Present information in a clear, structured, concise and tailored way by focusing on key messages and check that messages are understood and meet audience needs

Capabilities

• 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
• Collaboration: Proactively supports working together, shares ideas and provides constructive feedback; respects and values others 
• Emotional Intelligence: Recognises emotions in self and others; uses emotional cues to guide thinking and behaviour 
• Personal Resilience: Maintains composure and focus under pressure, adapts to changing situations and recovers from setbacks
• Continuous Improvement: Proactively improves the efficiency and quality of existing materials processes and systems 

Special Requirements - Infrequent work outside of hours is required. The Contact Centre is open 8:30 a.m. to 7 p.m. Monday through Thursday, 8:30 a.m. to 6 p.m. Friday, and 10 a.m. to 2 p.m. Saturday.

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 30-05-2025. Please submit your updated resume and 1 page cover letter.