Student Enquiries Team Leader
Student Enquiries Team Leader
Job no: 539527
Work type: Full Time
Location: Sydney, NSW
Categories: Student Services, Management
- Employment Type: Full Time Permanent
- Remuneration: $113926 + 17% super (level 7)
- Location: Kensington UNSW Campus (hybrid)
Why Your Role Matters
The Student Enquiries Team Leader oversees the efficient delivery of student enquiries and administrative processes across multiple channels — including face-to-face, online, and phone — at the Kensington and Paddington campuses.
Leading a team of Student Enquiries Officers (internally called Senior Administrative Officers and Administrative Officers), the role ensures high-quality, consistent service delivery and continuous process improvement across student operations. The position looks after students from the Faculty of Law and Justice, reports to the Enquiries Operations Manager and manages up to nine direct reports. Responsibilities include:
- Lead day-to-day team operations, including rostering, service delivery, training, and performance management
- Deliver high-quality, consistent, and student-focused enquiry and administrative services across all channels
- Collaborate with colleagues to streamline processes and ensure compliance with policies and procedures
- Drive continuous improvement through reviewing and refining systems and service standards
- Monitor team performance against KPIs and implement actions to enhance outcomes
- Analyse enquiry data and trends to inform improvements and support planning
- Manage complex or escalated student cases in collaboration with the Student Conduct and Integrity Unit
- Prepare reports and insights on service performance and efficiency
- Act as delegate for the Enquiries Operations Manager and support broader student services initiatives and projects
About You
You are a customer centric, collaborative person, aligned with UNSW values and vision and coming with:
- Extensive experience in higher education student services, with proficiency in complex student systems and data reporting
- Demonstrated previous experience leading a team in an official capacity would be ideal
- Experience coaching and mentoring others
- Proven ability to resolve complex issues using sound judgment, initiative, and practical problem-solving skills
- Excellent organisational skills, with the ability to manage multiple priorities, meet deadlines
- Exceptional written and verbal communication skills
- Ability to enhance customer service through process improvement and strategic prioritisation
- Proficiency in Microsoft applications and the capacity to learn and implement new systems; experience with student management systems is highly regarded.
The role requires 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.
Candidates will need to have valid working rights – this role is not available for sponsorship.
Recruitment process: Please submit your resume and a cover letter telling us why you are interested and addressing the “About You” section of the job ad.
Applications close: 8 May 11.55PM
Get in Touch (for job related queries only – applications will not be accepted if sent to the contact listed): Anne de Voronine, a.de_voronine@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.
Pre-Employment Checks
Aligned with UNSW’s focus on cultivating a workplace defined by safety, ethical conduct, and strong integrity preferred candidates will be required to participate in a combination of pre-employment checks relevant to the role they have applied for.
These pre-employment checks may include a combination of some of the following checks: -
- National and International Criminal history checks
- Entitlement to work and ID checks
- Working With Children Checks
- Completion of a Gender-Based Violence Prevention Declaration
- Verification of relevant qualifications
- Verification of relevant professional membership
- Employment history and reference checks
- Financial responsibility assessments/checks.
- Medical Checks and Assessments
Compliance with the necessary combination of these checks is a condition of employment at UNSW.
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