"Student Enquiries Operations Manager"

Job Description:

• Employment Type: Full Time Ongoing
• Remuneration: $127351-$143489 + 17% super (Level 8)
• Location: Kensington UNSW Campus

Why Your Role Matters

The Student Enquiries Operations Manager leads the daily operations of The Nucleus Student Hub, ensuring the delivery of high-quality, responsive, and efficient enquiry services to students across multiple channels.

This role provides operational leadership, drives service improvement, and supports strategic planning to enhance the student experience. Acting as a key link between central student administration, faculties, and non-faculty stakeholders, the position ensures service consistency, process standardisation, and compliance with University policies. The role reports to the Lead, Hub Operations and manages up to two direct reports.

Main Responsibilities Summary

• Oversee day-to-day enquiry operations, including rostering, workload management, and delivery of student-focused service across all channels.
• Recruit, train, supervise, and develop team members in line with UNSW procedures and service standards.
• Monitor team and individual performance against KPIs, including productivity, service levels, and customer satisfaction.
• Support continuous improvement through the review and enhancement of procedures, policies, and service processes.
• Collaborate with internal stakeholders to maintain accurate knowledge of programs, policies, and administrative requirements.
• Analyse enquiry trends to identify opportunities for service improvement, digital self-help resources, and policy development.
• Lead or support change initiatives, including new technologies and service delivery models.
• Prepare reports, briefings, and presentations on enquiry trends, team performance, and student experience outcomes.
• Assist with budget management, providing advice on costs and ensuring effective use of people and non-people resources.
• Act as delegate for the Lead, Hub Operations when required.

Who You Are

We are looking for someone who is aligned with UNSW’s vision and values and comes with:

• Previous experience in business administration, customer service, student services, or a related field
• Proven experience managing enquiry or contact centre operations in a complex, high-volume environment
• Strong leadership and people management skills, with demonstrated capability in coaching, performance management, and workforce planning
• Excellent communication and interpersonal skills, with the ability to build and maintain effective relationships with staff, students, and stakeholders
• Ability to interpret and apply policies and procedures and to resolve complex or escalated enquiries using sound judgment and initiative
• Strong analytical and problem-solving skills, with the ability to use data and insights to inform decision-making and drive service improvements
• Demonstrated capacity to manage multiple priorities, meet deadlines, and deliver outcomes in a fast-paced, customer-focused environment
• High-level proficiency with CRM systems, knowledge management tools, and digital communication platforms
• Familiarity with student lifecycle processes and systems (e.g., admissions, enrolments, graduations)
• Experience in leading or supporting change management and project implementation initiatives

Candidates will need to have ongoing working rights – this role is not available for sponsorship.

Benefits and Culture:

People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:

• Access to up to 17% Superannuation contributions and additional leave loading payments
• Discounts and entitlements (retail, education, fitness)

Please note: The role requires regular on-site work at The Nucleus: Student Hub (Kensington and Paddington campuses) to support in-person student enquiries, with availability during the Christmas/New Year period and occasional weekend or after-hours work

Recruitment process: Please submit your resume as well as cover letter that addresses your motivation and your suitability for the role addressing all points under the “who you are” section of the job ad.

Applications close: Wednesday 19th November before 11:45pm

Get in touch for any question or support: Kim Symons, Talent Acquisition k.symons@unsw.edu.au

Applications cannot be accepted if sent directly to the contact listed

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. The University reserves the right not to proceed with any appointment.