Service Central Officer

Campus Location: Melbourne, Australia

Job No: APTAV111107#006

• Outstanding opportunity act as the first point of contact for ACU and manage enquiries, resolve issues and provide responses
• Work alongside a dynamic, high performing national contact centre team delivering exceptional customer service
• ACU offers 17% employer superannuation, salary packaging and generous leave provisions
• Full time, permanent opportunity with some hybrid flexibility working at Melbourne campus

About the role:

Operating within Service Central, the Service Central Officer works within a national contact centre team function that focuses on service delivery and resolution of first level service requests and enquiries from ACU students and staff, corporate services directorates, academic portfolios, university stakeholders and the general public. Acting as the initial point of contact the position uses a variety of technologies to efficiently triage, manage and resolve issues and respond with information to requests submitted via telephone, online chat, communication channels, email and electronic forms in line with service standards. The Service Central Officer is also responsible for accurately recording information and interactions in the platforms, contributing to knowledge management by authoring and maintaining articles, identifying opportunities for service improvement, and supporting automation and streamlining of existing processes.

For full position details, refer to the position description

Contact:

General enquiries can be sent to Craig Willis, Service Central Coordinator - Operations at: craig.willis@acu.edu.au

What we offer:

• The University pursues an excellence agenda and offers an environment where staff are welcomed and safe, and valued through development, participation and involvement.
• Total remuneration valued to $101,464 - $109,838 total rem (pro rata) pa, including salary component $85,739 - $92,815 (pro rata) pa (HEW 5), employer contribution to superannuation and annual leave loading.
• 17% employer superannuation contributions to eligible continuing and fixed-term staff.
• Annual leave loading of an equivalent to 17.5% of four weeks' salary pro rata payable, dependent on your commencement date.
• As an ACU staff member, you will have access to generous benefits which include but not limited to: flexible work, study leave, a variety of leave provisions and salary packaging. Find out more information about the benefits or working at ACU here.

How to Apply:

Step 1: Review the Position Description and become familiar with Our Mission and the Application process

Step 2: Click the 'View Position Description and Apply' button, and populate your candidate application details, including your:

• Resume.
• Recommended responses to the Selection Criteria and Core Competencies in a cover letter (maximum 2 pages) or in the online Declaration and Criteria application page.
• Brief online responses to any pre-screening employment questions.

Applications close: 07-JUL-2026 at 11:59pm AUS Eastern Standard Time

Preferred candidates will be required to complete mandatory pre-employment declarations and background checks, including those related to gender-based violence and foreign interference, in line with ACU's compliance requirements.

About ACU:

Australian Catholic University (ACU) is a publicly funded university whose teaching, research and service is shaped by the vision of flourishing lives, thriving communities, and a more ethical future for our world. ACU has more than 2,500 staff and 34,000 students across eight campuses: Ballarat, Brisbane, Canberra, Melbourne, North Sydney, Strathfield, Blacktown and Rome.

ACU draws on the Catholic intellectual tradition which values human reason and welcomes everyone regardless of their faith, cultural tradition or circumstances. ACU invites all staff - both academic and professional - to embrace, and to support in ways meaningful to them, its mission to respect the dignity of every human person, to seek knowledge and to advance the common good.