Geelong Waterfront or Melbourne, Burwood Campus hybrid work arrangements Full-time and fixed-term for 6 months HEW 7 $105,933 - $116,643 17% Superannuation About the role: The Assistant Manager, Deakin HELP is responsible for ensuring the seamless delivery of services within the Deakin HELP team. As the frontline support for staff, this team serves as the primary point of contact for enquiries related to people, travel, work requests, keys, system support, and general questions, whether received via phone, email, ticketing systems, or face-to-face interactions. As a Assistant Manager, Deakin HELP you will: Oversee the development, maintenance, and regular updates of a comprehensive knowledge bank to support the resolution of Tier 1 enquiries. Act as the primary point of contact for escalated Tier 1 issues, ensuring they are resolved effectively and efficiently. Lead by example by actively participating in frontline duties, including answering phones and assisting at the on-campus help hub. Establish and maintain a clear and efficient escalation process for issues requiring Tier 2 intervention, ensuring seamless handover and resolution Coordinate team schedules, meetings, and activities to ensure smooth operations and effective service delivery. Oversee Quality Assurance processes, including reviewing staff work for accuracy and compliance, to drive consistent quality and continuous improvement across all operations. To be successful, you’ll have: A Degree with substantial subsequent relevant experience; or Extensive experience and management expertise in technical or administrative fields; or An equivalent combination of relevant experience and/or education/training. Experience in leading and managing a customer service or support team. Experience in a frontline customer service or support role, particularly in handling and resolving enquiries through various channels (phone, email, in-person). Experience in managing escalation processes, including resolving complex issues and coordinating with other teams for Tier 2 interventions. This opportunity is open to all current continuing, fixed-term and casual Deakin staff members only. 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 Paige Lenferna (Manager, Deakin HELP) via email at paige.lenferna@deakin.edu.au For a copy of the position description, please see below: PD - Assistant Manager, Deakin HELP.pdf Advertising Extended | Applications for this position close at 11.55pm on Sunday 22nd February. 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. Pre-employment safety and suitability checks: In accordance with the National Higher Education Code to Prevent and Respond to Gender-based Violence, appointment to this role is subject to successful completion of relevant pre-employment checks, including Working With Children Checks and candidate gender-based violence declarations. Candidates may be asked to declare whether they have been investigated for an allegation of Gender‑based Violence, or determined to have engaged in conduct that constitutes Gender‑based Violence during the course of their previous employment, or otherwise in a legal process. A declaration is not required from individuals who have experienced gender‑based violence. A ‘Yes’ response does not automatically exclude a candidate from employment, and any information provided will be treated confidentially and considered only for relevance to the role and the University’s safety obligations.