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About the opportunity
The Student Fees team is looking to recruit a Senior Student Fees Officer to join their high performing team.
The Student Fees team consists of the International Fees team and the HECS and Domestic Fees team and you will work closely as a joint member of both teams. This is an excellent opportunity for you to be able to utilise your strong administrative and organisational skills to coordinate and undertake a range of operational activities on an ongoing basis, primarily around fees for both domestic and international students - Commonwealth supported, domestic and international fee paying, HELP loans, external sponsorship, scholarships, US loans, Agent commission, Government reporting.
In this role, you will be monitoring, supporting, and where required, escalating activities with an emphasis on quality assurance, continuous improvement and collaborative knowledge sharing practices. You will be responsible for resolving and responding to complex tier 2 enquiries, and taking a proactive approach improving the student and relevant stakeholder experience related to fee and government compliance/reporting matters.
The successful candidate will have strong interpersonal/leadership skills, excellent attention to detail and a positive and proactive attitude to collaboration.
Your key responsibilities will be to:
- manage the delivery of daily administration activities and services, providing guidance to colleagues on the ongoing activities
- act as the first point of contact of escalation for Student Fees team - problem solve decisively and responsibility for dealing with difficult situations and the management of complaints
- provide advice and resolve student fee, HESA and ESOS compliance related matters that may arise with discretion, tact, and diplomacy
- may be considered as the "specialist" in international and domestic fee related matters gained through a detailed understanding of the theory, practice and/or principles under pinning HESA, ESOS and University policy
- Initiate, develop and maintain professional, productive, and positive relationships with faculty administrative staff, academics and other internal stakeholders to enable effective delivery of services.
About you
- a motivated and self-driven professional
- able to work both independently and as part of a team, taking initiative and exercising sound judgement in resolving matters that arise as part of normal daily work
- demonstrated ability to contribute to continuous improvement initiatives
- excellent verbal and written communication skills, with experience in handling a wide range of enquiries and providing excellent customer service
- navigate and manipulate data with ease using advanced Excel functions
- design and maintain complex spreadsheets for streamlined data analysis and generate insightful reports and visualizations to drive informed decision-making.
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