Job Description

• Employment Type: Full-Time (35-hour week)
• Duration: Fixed Term Contract until July 2027
• Remuneration: Level 7/8 from $113k + 17% superannuation and leave loading
• Location: Kensington NSW (Hybrid Flexible Working)

Why your role matters

The Future Students Enquiry Team Lead is responsible for managing a team of Future Student Advisors who provide accurate and timely advice to prospective students across various contact channels. This role ensures a high standard of customer service, monitors team performance against key KPIs, and ensures service level agreements (SLAs) are met.

In addition to overseeing daily operations, the role requires interpreting complex degree and admissions policies to provide correct guidance on enquiries. The Team Lead also manages the use of systems, including the Customer Relationship Management (CRM) platform and telephony software, to streamline processes and improve efficiency.

Contributing to the broader Marketing & Digital Experience team, this role provides reporting, insights, and analysis on enquiry centre performance, prospective student trends, and market insights. Reporting to the Sales Lead, the FS Enquiry Team Lead manages a team of eight direct reports.

Specific accountabilities for this role include:

• Deliver a customer-focused experience; demonstrating attention to detail, service excellence and continuous improvement.
• Oversee the day-to-day operations of the enquiry centre, including team leadership, rostering, systems management and administration. Ensure that enterprise systems such as CRM are implemented effectively and are fit for purpose.
• Develop and maintain an expert knowledge of UNSW coursework offerings including audience understanding, product knowledge, admissions and entry requirements. Maintain up-to-date knowledge of University policies and procedures.
• Deliver training and coaching sessions to the team to develop quality of service, increase efficiency and drive productivity in conjunction with maintaining up to date sources of information on critical information