Job Role Overview
The Student Enquiries Officer plays a vital role in providing frontline support to students across multiple channels, ensuring accurate and timely information is delivered. This position contributes to a positive student experience by ensuring consistency, clarity, and care in every interaction.
Key Responsibilities
* Deliver frontline enquiry support: Respond to general student enquiries across all service channels, ensuring accurate and timely information is provided in line with university policies and procedures.
* Maintain accurate records and process requests: Process routine updates and requests in student systems, ensuring data integrity and compliance with privacy standards.
* Escalate complex issues: Identify when enquiries require specialist input or escalation and follow defined pathways to ensure resolution and continuity of service.
* Contribute to team knowledge: Contribute to team knowledge bases and participate in regular briefings to stay informed of changes to processes, systems, and student communications.
* Support team culture: Engage in team activities, training, and feedback sessions to support continuous improvement and uphold the values of the Student Services and Operations Division.
Required Skills and Qualifications
* Customer Service Experience: Previous experience in a customer-facing role, preferably in education or administration.
* Procedure Knowledge: Ability to follow established procedures and work within established systems.
* Communication Skills: Strong communication and interpersonal skills, with the ability to engage with students effectively.
* Technical Proficiency: Basic proficiency in Microsoft Office and CRM platforms.
* Teamwork: Ability to work effectively in a team and adapt to changing priorities.
Benefits
This role offers a total remuneration package comprising base salary and superannuation. Appointment will be at HEO 4 level.
How to Apply
To apply, please submit your CV and a 1-2 page cover letter outlining your interest in the role, relevant skills and qualifications.