Client Services Officer

Job Description:

James Cook University (JCU) is creating a brighter future for life in the Tropics and beyond, through education and research that makes a difference locally and globally.

We now have an exciting opportunity for a Client Services Officer to join our team in the Student Services and Support Directorate.

• Full-time, continuing position
• Based at the Townsville Bebegu Yumba campus, Douglas
• HEWL 5: $78,740 - $89,310 per annum plus up to 17% employer superannuation contributions, leave loading and other generous employee benefits.

ABOUT THE ROLE

As a key representative of JCU, you’ll provide exceptional customer service to current and prospective students, as well as community members. You’ll be a trusted first point of contact, delivering timely and accurate information and advice on a wide range of topics such as courses, scholarships, admissions, enrolments, student fees, alternate entry pathways, examinations, academic progression, graduation, and more. By offering clear, consistent, and knowledgeable support, you’ll play a vital role in enhancing the student experience and fostering a welcoming environment.

QUALIFICATIONS, SKILLS AND EXPERIENCE

Your passion for customer service sets you apart. With experience managing high volumes of enquiries via phone and email, you excel at providing accurate, confidential, and professional advice. You have a knack for understanding and applying policies, procedures, and processes, and you’re quick to acquire new knowledge to assist others.

Your organisational and problem-solving skills allow you to manage your workload effectively, meet deadlines, and thrive in a dynamic, high-volume environment. As a natural communicator, you work seamlessly within a team and interact respectfully with people from diverse backgrounds.

You’re proficient in the Microsoft Office suite and adaptable to learning new software, ensuring accuracy in every detail. Most importantly, you approach each interaction with integrity, care, and a commitment to excellence.

ABOUT THE STUDENT SERVICES AND SUPPORT DIRECTORATE

The Student Services Directorate is responsible for managing and coordinating a broad range of student administrative and enquiry management functions and services that are critical to the student experience. Services cover the stages of the student life cycle, from once admitted to a course through to graduation. Areas within the Directorate include: Academic Administration and Enrolment; Client Services, Communications and Engagement (including student events and activities); Student Finance and Scholarships; Examinations and Graduations; Inclusion, Wellbeing and Outreach; and Student Matters (including complaints, reviews and appeals).

SHAPE YOUR FUTURE WITH JCU

At JCU we’re not just shaping minds; we’re shaping the future.

As Australia’s only university established to focus on the issues of Northern Australia and the Tropics worldwide, JCU is dedicated to helping the world’s tropical regions to prosper. With our main campuses located in the vibrant and diverse tropics of Northern Queensland, JCU is at the forefront of research and education in some of the world’s most critical areas, including marine biology, environmental science, tropical and rural health, and more.

WHY JCU?

JCU offers a dynamic and culturally diverse workplace where your ideas are valued, your professional growth is supported, and your work-life balance is respected. Working under the values of Authenticity, Excellence, Integrity, and Respect, we support and empower our people through the provisions of:

• A generous superannuation scheme with up to 17% employer contributions with UniSuper
• 36.25-hour full-time working week
• 5 weeks of annual recreation leave plus leave loading
• 15 days paid sick/carers leave per year
• Up to 6 months paid parental leave or 12 months at half pay
• A range of flexible working options
• Attractive options for salary packaging
• Staff study assistance and paid study leave
• Ongoing professional development support
• Fitness Passport
• Corporate discount on health insurance
• Free Employee Assistance Program (coaching and counselling)
• Well-equipped modern campus with contemporary workspaces and convenient access to facilities including medical services, childcare, cafes and gym.

HOW TO APPLY AND CONTACT DETAILS

Are you ready to make a difference? Join us at JCU, where your future meets the tropics.

Click the ‘apply’ button to be redirected to the JCU careers page, create an applicant account and follow the steps below:

1. Complete the application form
2. Upload your current resume
3. Upload a cover letter outlining your relevant experience in relation to the key requirements of the role and how your skills and experience will ensure your success.

Please note, as the role requires an urgent commencement, we are seeking applications from candidates who currently hold valid Australian work rights.

Applications close on Monday 4 May at 11:55 PM AEST. We encourage early applications, as this vacancy may close prior to the advertised closing date.

For any enquiries about the role, please contact Ashton Blacklock - ashton.blacklock@jcu.edu.au.