"Senior Adviser, HiQ (2 positions available)"

Reference number: 25244

Term: Ongoing, full-time basis

Remuneration: $109,157 to $118,193 pa (HEW6) (inclusive of $92,239 to $99,875 salary pa, 17% superannuation and 17.5% recreation leave loading)

Location: Kelvin Grove (hybrid option available)

Open to: Current staff members of QUT who have ongoing full-time work rights in Australia. In support of our strategic priority of Indigenous Australian success, Aboriginal Australians and Torres Strait Islander people who are not QUT staff are also eligible and encouraged to apply.

Who are we looking for?

We are seeking a Senior Adviser, HiQ (2 positions available) to join Office of the Vice-President (Administration) and University Registrar, Administrative Division.

The Senior Adviser is a key member of the HiQ Services Team, working within the Service Points and Contact Centre. This supervisory role involves coaching and motivating HiQ Advisers and Peer Concierges as they assist prospective and current students, staff, and the public with their inquiries. In addition to supporting the team, the Senior Adviser will manage more complex inquiries and escalate issues when necessary. The Senior Adviser is also instrumental in identifying and implementing process improvements and ensuring high-quality service delivery. This position reports to the Team Leader, HiQ Services, for career planning, development, and performance management.

We’re offering this role as a hybrid position as part of QUT’s commitment to embracing the opportunities created by a more virtual and connected world.

About us

QUT is a major Australian university with a global outlook and a 'real world' focus. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world.

Digital Business Solutions (DBS) provides support for staff and students across a range of information and technology services. DBS uses technology to create value for our students and customers through the portfolios of Learning and Teaching, Research and Innovation, and Professional Services. DBS embraces digital transformation as being fundamental to the delivery on the QUT Digital Strategy to enabling QUT’s aspirations outlined in the QUT Connections Strategy.

What you need to succeed

1. Education, training and/or relevant experience equivalent to the completion of a degree with subsequent relevant experience.
2. Demonstrated experience supervising a high performing team in a high-volume, fast paced, multi-channel service delivery environment.
3. Proven experience in effectively managing resources and workflow to support the delivery and continuous improvement of a quality service.
4. Highly developed problem solving and communications skills including the ability to resolve complex or sensitive customer service issues.
5. Highly developed interpersonal skills with the proven ability to build effective relationships with staff, colleagues, and other service partners across the university.

Life at QUT

We're committed to building a culture that fosters connection between people and purpose. Beyond personal and professional fulfillment, a career at QUT offers:

• A healthy work-life balance with a blend of on-campus and off-campus work arrangements for applicable positions. 
• Competitive remuneration with up to 17% superannuation and leave loading of 17.5%. 
• Generous maternity leave including primary carer parental leave of up to 26 weeks (including 17% super). 
• Stay healthy with Fitness Passport and enjoy discounted rates on private health insurance. 
• Purchased Leave Scheme - up to 8 extra weeks. 
• Salary Packaging Scheme for additional superannuation contributions, vehicle leasing, and on-campus services such as childcare, parking, and gyms. 
• Numerous opportunities for professional development including leadership programs and workshops, and our study assistance scheme.
• Commitment to our Indigenous Australian staff  through initiatives such as the Indigenous Australian Staff Network, Cultural and Ceremonial Leave, Staff Development Workshops, and representation on university committees. 

Explore more benefits of life at QUT.

Belong at QUT 

We are guided by our values of Ambition, Curiosity, Integrity, Inclusiveness, Innovation, and Academic Freedom and our QUT Connections in our mission to inspire and shape the next generation of change-makers. 

As part of our commitment to fostering an inclusive workplace, we proudly support our Indigenous Australians Employment Strategy, aiming for an Indigenous Australian workforce participation of 3.6%. We extend a warm invitation to Aboriginal Australians and Torres Strait Islander people to join us in pursuing a rewarding career at QUT.

We believe that diversity is our strength and are dedicated to creating safe, inclusive spaces where everyone can thrive. We strongly encourage individuals from diverse cultures, ages, linguistic backgrounds, sexual orientations, and gender identities, and those who are living with disabilities to apply for positions at QUT.

At QUT, diversity is not just embraced—it's celebrated. See our commitment

How to Apply

Discover the possibilities that await with a career at QUT. If you're ready to embark on a journey of innovation and opportunity, we're excited to meet you.

Find out more about this position and submit your application by clicking 'Apply' or the link below.

View the job details at: https://qut.nga.net.au/?jati=5B504A67-B3E0-E274-9455-E3DB16404964

Job opens: 30-May-2025

Applications Close: 15-Jun-2025 at 11.30pm