"Student HQ Officer"

• Join our Student Administration team.
• Full-time, ongoing position at our Hawthorn campus (onsite role).
• $81,384 salary + 17% super and staff benefits.

About the Role 

This position reports to the StudentHQ Team Leader and provides a high level of customer service to both internal and external customers of the University. The StudentHQ team operates as the single service point for students and the general public, handling a wide range of student and library enquiries. The StudentHQ Officer delivers accurate advice and issue resolution for complex enquiries, supports StudentHQ Administrators when required, and acts as an escalation point to ensure consistent, high-quality service across all Swinburne campuses.

The role involves providing detailed information and assistance via face-to-face interactions, phone, email, social media, and live chat across areas such as student lifecycle services, payments, and library support. The position also assists the Team Leader with complex online enquiries and CRM administration, and requires flexibility to work across all StudentHQ activities and campuses to maintain a student-centred approach to customer service.

This is a full-time, ongoing position at our Hawthorn campus (onsite role).

About You  

To be suitable for this role you will need to have experience in the below key accountabilities: 

• Proven commitment to delivering exceptional customer service.
• • Relevant experience providing high-quality administrative and support services within a fast-paced, customer-focused environment.
• • General knowledge and experience within tertiary education operating procedures, or experience supporting information resources in an academic setting.
• • Ability to coach, mentor, and support other team members.
• • Strong capability to work both independently and collaboratively within a team environment.
• • Demonstrated experience in developing, reviewing, and maintaining policies and procedures.
• • Highly developed interpersonal skills, with the ability to communicate effectively with a diverse range of internal and external stakeholders while maintaining confidentiality.
• • Proven ability to work under pressure, prioritise effectively, maintain strong attention to detail, exercise sound judgement, and show initiative.
• • Experience working effectively with people from diverse social, cultural, and ethnic backgrounds.
• • Strong computer literacy, including experience maintaining electronic data and manual record systems, with the ability to quickly learn and use systems such as student management and library platforms.

About Swinburne University of Technology 

Swinburne’s strategy draws upon our understanding of future challenges. We choose to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research.

Our Ad Astra strategy is the cornerstone of Swinburne’s bold ambition to lead globally in technology-driven education and research. This strategy positions us to create transformative solutions, empower learners, and partner with industry to thrive in an ever-changing world. 

What We Offer You!

• Work your way with flexible working arrangements, including hybrid options and generous parental leave to support a balanced lifestyle. 
• Exclusive staff discounts, including discounted Medibank health insurance, 50% off Swinburne courses and other partner offers.
• Swinburne offers 17% super and salary packaging options, including car leasing and extra super contributions.

Want to learn more? Head over to our benefits page!

To Apply 

Please submit your CV and cover letter addressing the Key Selection Criteria and your suitability for this position.  

To review the Position Description and to apply, please scroll down to the bottom of the page.

If you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to Swinburne’s Jobs website to access the Position Description at the bottom of the page.

Please Note: Appointment to this position is subject to passing a Working with Children Check.

If you are experiencing technical difficulties with your application, please log a query via our SwinHelp portal - https://swinburne.service-now.com/esc.

Applications Close: Thursday 12 February.

Swinburne offers flexible working options contained in our leave and parenting/carer policies to support work-life balance.

Diversity, Equity and Inclusion

Swinburne has become a world-class university, driving social and economic impacts through science, technology, and innovation. As a dual-sector university, our vision is for people and technology working together to build a better world.

Central to our vision is our commitment to diversity, equity, and inclusion. We pride ourselves on being an equal opportunity employer focused on attracting, retaining, and developing great talent. We work to remove barriers related to gender identity, culture, ethnicity, sexual orientation, disability, and age.

We strongly encourage applicants from diverse Aboriginal and Torres Strait Islander communities. Our Moondani Toombadool Centre leads our Indigenous education and culture at Swinburne, guided by community wisdom and leadership.

We support applicants with disabilities. Adjustments can be requested at any time during the recruitment process. For Reasonable Adjustment requests, including accessible formats for the PD, application form or any other document, please contact DCR@swin.edu.au or call +61 3 9214 3550.

Please note the above number and DCR email address are for disability or reasonable adjustments queries only. General enquiries about the role can be logged our SwinHelp portal - https://swinburne.service-now.com/esc. (general enquiries will not be answered by phone).

Victoria’s Commitment to Action: Improving international student employment outcomes.

As a signatory to Victoria’s Commitment to Action, Swinburne seeks to remove barriers to international graduate employment. We welcome and encourage applications from international graduates. 

As a Circle Back Initiative Employer, we commit to responding to every applicant.

Click here to view PD.

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