"Senior Coordinator, Customer Care"

Job Description:

• Full time, Fixed Term opportunity (31 August 2026)
• Based at La Trobe University’s Melbourne (Bundoora) campus
• Higher Education Officer Level 7 (HEO7)
• Work with inspiring people who are driven to make a difference

About the position

This position will lead the delivery of inbound and outbound customer services, supervising frontline staff to ensure a high-quality student experience. This role supports student success by driving consistent service delivery, first contact resolution, and excellence in customer care.

Reporting to the Manager, Customer Care, this position oversees daily inbound and outbound customer service operations and supervises staff. The role ensures consistent service delivery, effective processes, and a strong focus on customer satisfaction, first contact resolution, and quality.

Skills and Experience

• Demonstrated management and leadership skills with successful experience in managing and leading staff to promote a cohesive and effective team and managing workflows.
• An undergraduate degree in any area relevant to the position with at least 4 years subsequent experience; or extensive experience and management expertise; or an equivalent alternate combination of relevant knowledge, training and/or experience.
• Excellent interpersonal skills, especially the capacity to work collaboratively and cooperatively in small teams.
• Demonstrated organisation and problem-solving skills, with an ability to manage several different projects concurrently.
• Demonstrated ability to form a detailed knowledge of academic and administrative policies and the interrelationships between a range of policies and activities.
• Ability to develop innovative methodologies or take a leading role in the application of proven techniques involving considerable theoretical and technical sophistication.
• Demonstrated ability to manage multiple stakeholders to achieve stated outcomes.

Benefits:

• 17% employer contributed superannuation
• On site child care facilities
• Flexible work arrangements
• Discounts for staff and their family members to study a range of La Trobe courses

How to apply

Closing date: By 11:55pm, 28 September 2025

Position Enquiries: Jodie Datson, Manager, ASK La Trobe

Email: J.Datson@latrobe.edu.au

Recruitment Enquiries: Recruitment team

Email: recruitment@latrobe.edu.au

Please submit an online application ONLY and include the following documents:

• Cover letter;
• An up to date resume; and
• A separate document addressing responses to the essential criteria located within the PD