Classification: ANU Officer 8 (Administration)Salary package: $121,359 - $129,772 per annum plus 17% superannuationTerms: Full-time, Continuing
The Position
The Deputy Manager, Future Student Experience leads the delivery of frontline engagement services for prospective students, with a focus on enquiry management and the student ambassador program.
This role is responsible for ensuring a high-quality, consistent and responsive experience across all prospective student touchpoints, including inbound enquiries, events and outreach activities. The position oversees the day-to-day operations of the enquiry function, ensuring timely, accurate and student-centred responses across multiple channels.
The role also manages the University's student ambassador program, including recruitment, training, workforce planning and ongoing performance management. This includes coordinating a large casual workforce to support events, campus visits and engagement activities.
Working closely with the Manager, Future Students, the Deputy Manager supports the implementation of student recruitment strategies through strong operational delivery. The role contributes to major initiatives such as Open Day and other large-scale events, ensuring seamless execution and a high-quality participant experience.
The position monitors performance against service standards and recruitment targets, using data and insights to drive continuous improvement in processes, systems and service delivery.
The Person
You are an experienced leader with a strong background in service delivery, customer experience or student engagement. You have a proven ability to manage frontline teams and/or large casual workforces, ideally in a high-volume or complex environment.
You are highly organised and able to coordinate multiple priorities, balancing operational demands with a focus on quality and consistency. Your experience in workforce planning, rostering and process improvement enables you to deliver efficient and effective services.
You bring strong interpersonal and communication skills, with the ability to build positive relationships with a wide range of stakeholders and create engaging experiences for prospective students.
You are comfortable working with data to monitor performance, identify trends and inform improvements. Experience in higher education, student recruitment or enquiry management will be highly regarded.
Future Students sits within the International and Future Students portfolio and leads domestic and international student recruitment for the University. The team delivers a broad range of engagement activities, including enquiry management, events, outreach and communications, and manages key relationships with schools, organisations and prospective students.
The Education Portfolio supports the University's mission to deliver exceptional educational experiences and outcomes. It brings together expertise across recruitment, admissions, student administration and support services to enhance the student lifecycle from enquiry through to graduation.
For further information please contact Andrew Alcorn, Interim Director, Future Students at: Andrew.Alcorn@anu.edu.au and Sarah Parker, Senior Manager Marketing Events at: sarah.parker@anu.edu.au
The University actively encourages applications from Aboriginal and Torres Strait Islander people. For more information on employment opportunities, contact our Indigenous Employment Consultant on indigenous.employment@anu.edu.au. ANU values diversity and inclusion and is committed to providing equal employment opportunities to people of all backgrounds and identities. For more information about staff equity at ANU, please consult the relevant resources. For enquiries about the application process, or if you require reasonable adjustment to apply for this role, please contact the hiring manager on the above listed details.
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