"Senior Officer Customer Care"

Job Description:

• Continuing, Full time opportunity
• Based at our vibrant Melbourne (Bundoora) campus
• Higher Education Officer (HEO 5)
• Commencing early January 2026
• Work with inspiring people who are driven to make a difference

About the position

ASK La Trobe staff provide frontline service to enrolled students at La Trobe University across all campuses. The team provides timely, helpful and professional advice via a range of channels including face to face in Help Zones, phone, online enquiries, live chat, and virtual drop in (Zoom Room). Team members work either front of house (student facing areas) or back of house in the virtual and call centre.

Skills and Experience

To be considered for this position, you will have;

• Completion of a degree without subsequent relevant work experience; or completion of an advanced diploma qualification and at least one year’s subsequent relevant work experience; or completion of a diploma qualification and at least two years’ subsequent relevant work experience; or completion of a Certificate IV and extensive relevant work experience; or completion of a post-trades certificate and extensive (typically more than two years’) relevant experience as a technician; or an equivalent combination of relevant experience and/or education/training.
• Knowledge of La Trobe University systems is preferred e.g. SIS1, OneStop, Studlink, Oracle RightNow (CRM), Allocate+, StudentOnline.
• Knowledge of student policies and processes such as enrolment, taking leave, paying fees, special consideration, remission of debt, and the willingness to research and apply knowledge of student processes.
• Excellent communication and interpersonal skills, with a demonstrated customer service focus and solution orientated approach.
• Demonstrated depth or breadth of expertise developed through extensive relevant experience and application.
• Demonstrated ability to gain a conceptual understanding of relevant policies, procedures or systems and interpretation in the application of policy and/or precedent.
• Demonstrated ability to set priorities and monitor workflows within own area of responsibility.
• Demonstrated capacity to organise work effectively and efficiently and deliver outputs in a timely manner.
• Demonstrated ability to work independently, follow established procedures with limited supervision and contribute positively to an effective team.
• High level proficiency in computer software packages including word processing, spreadsheets, databases, electronic mail, and the use of the internet as a research tool.

Welcome to Bundoora campus – Please click on the video link below:

https://f.io/KDo0ceng

Benefits:

• 17% employer contributed superannuation
• On site childcare 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 Thursday 4 December 2025

Position Enquiries: Trudy Stevenson, Senior Coordinator, Customer Care

Email: T.Stevenson@latrobe.edu.au

Recruitment Enquiries: Talent Acquisition Operations Officer, Yola El-hassanieh;

Email: Y.El-hassanieh@latrobe.edu.au

Please refer to the Position Description for other duties, skills and experience required for this position.

Download Position Description

Only candidates who hold Full Working Rights in Australia for the whole duration of this appointment may apply for this position.

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

• A Cover letter addressing your suitability for the position; and
• An up to date resume

Please scroll down to apply.

We’d love to stay connected! If you would like to find out more about this School, please follow us on LinkedIn:

Aboriginal and Torres Strait Islander Applicants
We welcome and strongly encourage applications from Aboriginal and Torres Strait Islander people.

La Trobe University is committed to creating a diverse and inclusive workforce. We take an intersectional approach by actively supporting and encouraging people of all backgrounds and abilities to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. Flexibility in interview format will be offered to shortlisted candidates.

All La Trobe University employees are bound by the Working with Children Act 2005. If you are successful, you will be required to hold a valid Victorian Employee Working with Children Check prior to commencement.

Why La Trobe:

• Develop your career at an innovative, global university where you’ll collaborate with community and industry to create impact.
• Enjoy working on our inspiring and stunning campuses – the perfect hub for industry, students and academics
• Help transform the lives of students, partners and communities now and in the future