Manager, HiQ (Contact Centre)

Queensland University of Technology (QUT) has announced an exciting leadership opportunity for a Manager of its HiQ Contact Centre. This role sits at the heart of student support services at one of Australia’s leading universities, offering the chance to shape how thousands of students, staff and community members interact with the institution every day.

HiQ serves as the primary gateway for enquiries at QUT. Whether students need help with enrolment, IT troubleshooting, library resources or referrals to specialist wellbeing services, HiQ staff provide the first point of contact through phone, email, live chat and in-person assistance at the Gardens Point and Kelvin Grove campuses.

The Growing Importance of University Contact Centres in Australia

In today’s competitive higher education landscape, efficient and empathetic contact centre operations directly influence student satisfaction, retention rates and overall institutional reputation. Australian universities face increasing pressure to deliver seamless digital and human support experiences, especially as student cohorts grow more diverse and expectations for 24/7 accessibility rise.

Contact centres like HiQ handle high volumes of interactions daily. Effective leadership ensures queries are resolved quickly, staff are well-trained, and service quality remains consistent across multiple channels. This operational excellence translates into stronger student outcomes and positions the university as a responsive, student-centred organisation.

Understanding the Manager, HiQ (Contact Centre) Role

The Manager position provides strategic and operational leadership for QUT’s high-volume contact centre services. The successful candidate will oversee a team responsible for delivering timely, accurate information while escalating complex matters to specialist areas across the university.

Key aspects of the role include developing service standards, implementing quality assurance processes, analysing performance data to drive improvements, and fostering a positive team culture. The position also involves close collaboration with other HiQ teams, such as those managing service points and training functions, to ensure integrated support across the student journey.

Located at the Gardens Point campus in Brisbane’s CBD, the role is offered on an ongoing, full-time basis. It represents a significant step for professionals looking to advance their careers in higher education administration while making a tangible difference to the student experience.

Skills and Experience Sought for Success

Ideal candidates bring proven experience in contact centre or customer service management, ideally within large, complex organisations. Strong leadership capabilities, including the ability to coach and develop teams, are essential. Familiarity with customer relationship management systems, workforce planning tools and service quality frameworks will be highly valued.

Knowledge of the higher education sector or similar public-sector environments provides a distinct advantage. The role requires someone who can balance operational efficiency with genuine care for the diverse needs of students, including international learners, mature-age students and those from underrepresented backgrounds.

Excellent communication, problem-solving and stakeholder engagement skills round out the profile. The manager will work closely with academic and professional staff across faculties and central divisions to continuously refine service delivery.

How HiQ Supports the Broader Student Experience at QUT

HiQ does far more than answer phones and emails. It acts as a critical triage point, connecting students with the right resources at the right time. From helping with orientation and enrolment through to resolving IT issues or directing students to counselling and career services, the team plays a pivotal role in reducing friction in the student lifecycle.

By centralising initial enquiries, HiQ allows specialist teams to focus on deeper, more complex support needs. This model improves efficiency while ensuring students feel heard and supported from their very first interaction with the university.

The Australian Higher Education Context and Student Support Trends

Australian universities continue to invest heavily in student support infrastructure following the disruptions of recent years. Contact centres have evolved from simple call-handling operations into sophisticated multi-channel hubs that integrate data analytics, self-service options and personalised assistance.

National priorities around student wellbeing, equity and retention have placed renewed emphasis on accessible, high-quality front-line services. Roles like the HiQ Contact Centre Manager are therefore strategic appointments that contribute directly to institutional goals around student success and satisfaction.

Career Pathways in University Administration

Positions in higher education professional services offer rewarding careers with opportunities for progression into broader leadership roles. Experience managing a university contact centre builds highly transferable skills in operations, people leadership, service design and stakeholder management.

Professionals in these roles often move into senior positions overseeing student services, enrolment management or even whole divisions of administrative support. Working at a university like QUT also provides exposure to a dynamic, mission-driven environment with strong professional development opportunities.

Applying for the Position and Next Steps

Interested candidates can find full details and submit applications through the official QUT recruitment portal. The position is open to external applicants and represents a timely opportunity to join a forward-thinking university committed to real-world impact.

Applications should highlight relevant leadership experience, understanding of service excellence principles and enthusiasm for contributing to the student experience in a higher education setting. Shortlisted applicants can expect a rigorous selection process focused on both technical capabilities and cultural fit.

Looking Ahead: The Future of Contact Centre Leadership in Universities

As artificial intelligence and automation continue to reshape service delivery, contact centre managers will play an increasingly strategic role. They will need to integrate new technologies thoughtfully while preserving the human touch that students value most during critical moments in their educational journey.

Universities that invest in strong leadership for these functions position themselves to deliver superior support at scale. The Manager, HiQ (Contact Centre) role at QUT exemplifies this forward-looking approach to student services in Australian higher education.