"Service Delivery Consultant"

Job no: 0063495

Location: Parkville

Role type: Full-time; Continuing

Department: Client Services

Salary: UOM 5 – $83,159 - $95,518 p.a. plus 17% super

• Deliver top-tier customer service, manage and resolve service issues, and support the achievement of Service Levels and KPIs for the Service Delivery teams
• Experience a fast-paced, varied environment where every day presents new challenges and opportunities to enhance customer satisfaction
• Brilliant benefits and a flexible hybrid work environment! 

About the Role

The Service Delivery Consultant will be responsible for delivering exceptional customer service and ensuring Service Levels and KPIs are met. The role involves managing a personal queue of work, resolving service issues, and handling 1st and 2nd level incidents across various channels. Consultants are expected to escalate complex issues to senior team members or 3rd level support when necessary to maintain high customer satisfaction.

Your responsibilities will include:

• Efficiently manage support tickets, including diagnosis, prioritisation, and action for all jobs assigned or received directly from customers
• Provide immediate and walk-up support to academic staff, students, and external stakeholders across multiple channels, while maintaining strong working relationships and mentoring peers
• Follow escalation procedures for complex issues and contribute to Service Delivery operations with a focus on responsiveness, client outcomes, and effective communication
• Actively contribute to a positive work environment, continuously develop professional skills, and adhere to compliance and quality assurance standards

Who we are looking for

You will be able to communicate clearly and adapt your style to engage effectively with diverse stakeholders, possess customer service qualifications, and have experience in a Service Centre or support team within a large, complex organisation. You will have domain-specific knowledge, breadth of service operations experience, and the ability to work both independently and collaboratively, while maintaining high emotional intelligence, whilst ensuring timely and empathetic task completion.

You will also have:

• Undergraduate qualifications in a relevant disciple or equivalent mix of education and relevant experience
• Agile Methodologies experience or relevant experience knowledge and skills
• Please note that this role not a hybrid role and requires the induvial to be on campus 5 days a week

For further information regarding responsibilities and requirements please refer to the attached PD.

This role requires the successful candidate to undergo and maintain an up-to-date Working with Children Check. This is essential to guarantee a secure environment for all individuals at the University. In the case the selected candidate doesn't have a valid Working with Children Check, they will be able to apply for the WWCC as part of the initial onboarding procedures.

Please note: Visa sponsorship is not available for this position. This role requires current valid work rights for Australia.

Your new team – Client Services

Client Services is an omni channel service access and delivery group, Customer Relationships, Digital Dexterity, Service Management Practice Single point of first contact for service consumers focused on user experience and service improvement. There are four teams in Client Services:

• Service Delivery
• Digital Workplace Services
• Service Management Practice
• Relationship Management

What we offer you!

In addition, we offer the opportunity to be part of a vibrant community and enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services, and discounts on graduate courses. For more information check out our benefits page!

The University of Melbourne

We’re tightly connected with the community, both at home and abroad. We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website and stay connected with our stories and people on LinkedIn.  

Be yourself

The University of Melbourne values the unique backgrounds, experiences, and contributions that each person brings to our community and welcomes and celebrates diversity. First Nations people, those identifying as LGBTQIA+, parents, carers, people of all ages, abilities, and genders, and people of diverse ethnicity, nationality, and faith are encouraged to apply. Our aim is to create a workforce that reflects the diversity of the community in which we live. For more information please visit our Diversity and Inclusion page.

We are dedicated to ensuring barrier free and inclusive practices to recruit the most talented candidates. If you require reasonable adjustments, please contact the employee listed on the first page of the Position Description found below, with an email containing your name and contact details for a confidential discussion. Please ensure your email is titled "Reasonable Adjustments Request".

Aboriginal and Torres Strait Islander Applicants

We aspire to be the University of choice for Indigenous Australians, with unprecedented investment to attract, nurture, and retain Aboriginal and Torres Strait Islander students and staff. Tangible support through a range of programs and initiatives will ensure that you personally succeed and flourish while at the University of Melbourne.

For further information, including our 2023-2027 Indigenous strategy please visit -https://about.unimelb.edu.au/reconciliation/murmuk-djerring

Join Us!

If you feel this role is right for you, please apply with the following documents: 

• Resume
• Cover Letter outlining your interest and experience

Please note that you are not required to respond to the selection criteria in the Position Description.

If you have any questions regarding the recruitment process, please feel free to contact Alex Spezza via email at hr-careers@unimelb.edu.au, ensuring that you include the Position Number and the Job Title as the subject. Please do not share your application to this email address.

If you have any particular questions regarding the job please follow the contact details listed on the Position Description.

Please note that in the event of sourcing a suitable candidate, the closing date for applications may be brought forward, and the job vacancy may be closed. Therefore, we encourage interested individuals to submit their applications promptly.

Position Description

Advertised: 09 Aug 2024 12:05 AM AUS Eastern Standard Time

Applications close: 25 Aug 2024 11:55 PM AUS Eastern Standard Time