About the Role
Operating within AskACU Contact Centre, the Service Officer works as part of a national team providing frontline services and responses to enquiries from current and prospective students, staff and external stakeholders on a broad range of topics including admissions, course information, enrolments and fees, examinations, graduation ceremonies and events. Acting as the first point of contact for the ACU community, the position is responsible for delivering high quality, customer‐service focused experiences, case management of requests and comprehensive information, support and advice responding via phone, SMS, email, online forms, live chat and face‐to‐face.
Responsibilities
* Act as the first point of contact for staff and students, providing exceptional customer service experiences, advice and information.
* Work with a collaborative, dynamic national Contact Centre team delivering frontline services to the ACU community.
* Manage thorough enquiry resolution and proactive customer care campaigns to support student conversion, retention and loyalty.
* Provide case management of requests and comprehensive information, support and advice via multiple channels.
Qualifications
* Candidates must hold Australian work rights.
* Preference for experience in customer service or contact centre environments.
What We Offer
* Full time, fixed‐term 11‐month opportunity with some hybrid flexibility working at Melbourne campus.
* Salary ranging from $101,464 – $109,838 total remuneration (pro‐rata) per annum.
* Employer superannuation contributions (17%).
* Annual leave loading of 17.5% of four weeks' salary, pro‐rata.
* Flexible work, study leave, generous leave provisions and salary packaging.
Campus Location
Melbourne, Australia
How to Apply
Applications close: 02-MAR-2026 at 11:59pm AUS Eastern Standard Time. Candidates must hold Australian work rights. Submit your resume and responses to the selection criteria via the position description link. Preferred candidates will be required to complete mandatory pre‐employment declarations and background checks.
Contact
General enquiries: Amy Knurek – National Manager, AskACU Service Operations ().
EEO Statement
ACU is committed to fostering an inclusive workplace culture that values diversity and enables our people to reach their potential. We welcome candidates from all backgrounds and lived experiences. ACU is a Veteran Employment Supporter and veterans are encouraged to apply. Adjustments can be made during recruitment.
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