Victoria University (VU), a leading dual-sector tertiary institution in Melbourne, is seeking a dedicated Casual Contact Centre Agent to join the Student Advisory and HQ team.
About Us:
At Victoria University (VU), our aim is to be a global leader in dual-sector learning and research by 2028. Join us on the journey and help us achieve our strategic drives embedded in our Strategic Plan 2022-2028: Start well, finish brilliantly. One of the drivers "Thriving place to Study and Work" will enable us to continue to create places that our students and staff love to belong and feel immense pride.
About the Role:
Opportunities to join a collaborative and high performing team, responsible for inbound, email, chat and outbound campaigns to both current and future students, with a focus on high level customer service. You'll be responsible for maintaining positive and helpful interactions with students across various channels (phone, email, live chat etc.) while also effectively navigating student business systems to provide accurate and timely assistance.
This is a Casual position being offered at the HEP Level 3 classification and the salary range is $41.27 per hour. The successful candidate will be required to work in-person at our Whitten Oval Campus and at other locations as operations may require.
An example of your responsibilities or duties you may perform will include:
* Providing high-quality, accurate, timely and documented advice to students on a range of general matters
* Providing high level customer service
* Documenting and logging all customer interactions accurately in the contact centre system.
* Handling Inbound calls, Email, Chat, and Outbound calls (when required) and inquiries from both current and future students and stakeholders professionally and efficiently, navigating student business systems quickly and effectively to provide accurate information and assistance.
About You:
To succeed in this role, we are looking for candidates who possess the following Key Selection Criteria:
* Customer Service Focus: Ability to manage both simple and complex inquiries, resolve issues, and provide information on a range of student-related matters.
* Customer Service Experience: Strong customer service skills with passion about delivering exceptional experience. The ideal candidate will possess excellent communication and interpersonal abilities, with a talent for problem-solving and building rapport. The candidate should also be able to handle inquiries with empathy and efficiency, remain calm under pressure, and work collaboratively in a fast-paced environment.
* Attention to Detail: Demonstrated attention to detail and accuracy in a high-volume environment, with the ability to confidently use administrative systems and follow complex processes to ensure data integrity and consistency.
* Contact Centre Experience: Proven experience interacting with customers or students via phone, chat, and email. (Desirable)
* Technical Skills: Proficiency with systems used in Student Services & Administration, especially Student One and Right Now (Desirable), as well as experience in a contact centre environment.
Requirements:
* Fully available to work during peak enrolment periods: (December, January, and February) and Mid-Year (July).
* Must be available to work at least 3 days per week.
* Flexibility to work during extended hours of normal operations (As required).
* The University is a Child Safe organisation. You will be required to hold a current Working with Children Check (WWCC) or be willing to obtain one prior to commencing employment.
How to apply:
For a copy of the Duty Statement, click HERE.
Applications must be submitted in a single document and include:
* A cover letter addressing the Key Selection Criteria,
* Working With Children's Check
Note: Applications which do not include a cover letter and address the selection criteria will NOT be considered and no applications will be accepted if submitted through email. Application Closing Date: 11:59pm Sunday 5 April 2026. Visa sponsorship is not available for this position. This role requires for applicants to have full and permanent working rights in Australia This advert may close earlier should a suitable candidate be identified. Early applications are strongly encouraged.
For further information relating to the position, please contact Hannah Greaves, Team Leader Current Students at
Why Join VU?
VU provides competitive salaries, excellent superannuation, and a variety of benefits. The university fosters an environment where staff can excel, achieve their goals, and develop their careers. With a focus on diversity, inclusion, and family-friendly policies, VU supports both professional and personal well-being. For more information, please visit our Jobs at VU Webpage
Our Commitment to Protecting Country:
Victoria University honours its deep diversity as a foundation for collaboration and social progress. We will demonstrate sensitivity in respecting First Nation perspectives. We will ensure that we respect our Indigenous voices and commit to sustainable Protecting Country. We will take leadership responsibility, in all that we do, to improve the health and wellbeing of our local and global communities, and the planet that we share.
Our Commitment to Progressive Inclusivity:
VU is an equal opportunity employer and proudly committed to progressive inclusivity. We welcome and celebrate diversity in all its forms including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and racially marginalised communities, LGBTQIA+ individuals, and people of all ages and socio-economic backgrounds. We strive to reflect the communities we serve and foster an inclusive, respectful, and supportive environment where everyone feels they belong. We are proud to be a WGEA Employer of Choice for Gender Equality.
Our Commitment to Inclusive Recruitment:
VU is committed to providing a positive and barrier-free recruitment experience. If you require adjustments at any stage of the recruitment process, including accessible formats of documents, please contact us at or call (03) 9919 5999.
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