Role Overview
This position is an excellent opportunity for a Deakin student to develop their skills in peer-to-peer support, working remotely as part of a virtual call centre environment.
Key Responsibilities:
* Working independently and collaboratively with colleagues to complete individual tasks and ensure timely completion of required calls
* Ensuring accurate and timely record-keeping across multiple systems, including case notes and call statistics
* Navigating internal staff resources and systems to search for and provide accurate information, confidently referring students to the appropriate support services
* Providing regular updates to the Coordinator, Priority Students, including insights and trends to enhance program operations, while also offering operational and administrative support, and escalating any concerns as needed
* Contributing to team success by offering support and advice to colleagues, and providing training and mentoring to new Call Centre Mentors when needed
* Contributing to a diverse and inclusive workplace by being a positive team member, undertaking required training, and adhering to Deakin's Staff Code of Conduct and Privacy policy
Requirements and Qualifications:
* Must be a current Deakin University student and successfully completed at least 2 trimesters/semesters of study (minimum of 4 credit points completed by the end of Trimester 2, 2025)
* Must have a minimum of two remaining trimesters/semesters of study after Trimester 2, 2025
* Demonstrated experience supporting others in either formal roles (e.g. mentoring, leadership) or informal settings (e.g. peer support, volunteering)
* Strong interest in peer-to-peer support, with the ability to actively listen, show empathy, problem-solve, and provide accurate guidance and/or referrals
* Strong communication skills, including the ability to engage clearly and professionally with others
Selection Considerations:
Applicants must demonstrate the ability to work effectively in a remote environment and possess strong organisational and time management skills.
Benefits:
* Opportunity to work remotely with occasional in-person activities
* Development of skills in peer-to-peer support, customer service, and conflict resolution
* Chance to contribute to a diverse and inclusive workplace
Additional Information:
* Employee Working with Children Check (WWCC)
* Own computer and headset (noise cancelling preferable)
* Private and confidential workspace at home for conducting outbound calls