* Full time, 12 months fixed term position. Located at the University Garage (H07) on Darlington Campus
* Exciting opportunity to utilise your excellent customer service skills to the Shared Service Centre team
* Base Salary HEO5, $86,511 - $96,863 p.a. + 17% superannuation
About the opportunity
The University of Sydney is welcoming applications for a motivated Campus Connect Consultant to join the team and provide excellent customer service in response to enquiries from University of Sydney staff and students lodged through multiple channels.
Reporting to the Shared Service Centre Team Lead, the Campus Connect Consultant will apply strong customer service skills and product-specific knowledge to resolve basic enquiries from customers across the University in an efficient, professional, and courteous manner and within agreed service time frames.
Duties including the provision of transactional and administrative support at an agreed tier 1 level as defined in the business unit's service catalogue are also within the remit of this position.
This role will have a core workload of domain-specific customer-service tasks, however, the successful candidate will be expected to provide support during peak periods or periods of heightened need in other domains within the Shared Service Centre (including, though not limited to ICT, HR, Travel and Expense or Maintenance Service Request etc.). This function will assist in providing flexibility and assurance in delivering to customer service needs in a variety of functions as required. This role will have phone calls recorded for the purpose of quality coaching and upskilling.
The Shared Service Centre works on a rostered basis with teams operating between regular business hours, extended hours, and some work on weekends.
Your key responsibilities will be to:
* respond to customer enquiries, questions, requests and processing tasks lodged through multiple channels (including telephone, email, web, services portal and face-to-face on-campus)
* resolve identified Tier 1 transactions, using both Knowledge Base articles and other reference materials, within the defined service catalogue
* use the information provided, assess customer-raised tickets and enquiries to determine whether escalation to another team is required.
* Identify, nominate and participate in any continual improvement opportunities across processes, products, services, technology / systems and reporting within the Shared Service Centre
* maintain a professional level of conduct in interactions with all stakeholders, both within the Shared Service Centre and external to the Shared Service Centre
* work collaboratively with the Shared Service Centre staff members and management, as well as other groups, cohorts and stakeholders across the University.
About you:
The University values courage and creativity; openness and engagement; inclusion and diversity; and respect and integrity. As such, we see the importance of recruiting talent aligned to these values and are looking for a Campus Connect Consultant who can demonstrate:
* experience handling client enquiries to ensure effective resolutions or escalation to the relevant area
* experience using the ServiceNow or similar incident logging systems
* previous experience working in a shared service environment, preferably within higher education entities
* clear and effective communication skills
* demonstrated ability to take initiative and work as part of a team and independently.
Work Rights: you must have unrestricted work rights in Australia for the duration of this employment to apply. Visa sponsorship is not available for this appointment.
Pre-employment checks
Your employment is conditional upon the completion of all role required pre-employment or background checks in terms satisfactory to the University. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment.
EEO statement
At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTIQ+. We welcome applications from candidates from all backgrounds.
We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Gold employer. Find out more about our work on diversity and inclusion.
How to apply
Applications (including a cover letter, CV, and any additional supporting documentation) can be submitted via the Apply button at the top of the page.
For employees of the University or contingent workers, please login into your Workday account and navigate to the Career icon on your Dashboard. Click on USYD Find Jobs and apply.
For a confidential discussion about the role, or if you require reasonable adjustment or any documents in alternate formats, please contact Kevin Lim Recruitment Operations by email to
The University of Sydney
The University reserves the right not to proceed with any appointment.
Click to view the Position Description for this role.
Applications Close
Thursday 26 June 2025 11:59 PM