"Student Services Representative (Contact Centre, In Person Support, Future Students)"

• Multi-channel future and current student advice / grow admissions and student lifecycle expertise / collaborative Stop 1 and Future Students community
• Apply now to use your advisory skills to shape outstanding experiences for future and current students.
• Investing in you – 17% superannuation, benefits package including salary packaging, health and wellbeing programs, discounted services, and professional development opportunities.

Your next career opportunity:

Be a key first contact for future and/or current students across phone, online, and in-person channels. Provide tailored guidance by matching prospective students with suitable study options and clearly explaining complex admissions and enrolment requirements. Support current students through important administrative processes across the student lifecycle, ensuring a seamless experience at every stage. As part of the Stop 1 and Future Students teams, collaborate with experts across the University to connect students with specialist support and deliver a consistently high-quality service experience.

What you will deliver:

• Provide accurate, timely advice via phone, email, chat and face-to-face, resolving most enquiries at the first contact.
• Interpret admissions, enrolment, fees and scholarship information, advise regarding eligibility requirements, explaining options clearly to diverse student audiences and more.
• Use Salesforce OneCRM and student systems to manage cases, update records, and contribute to shared knowledge resources.
• Collaborate with Recruitment, Admissions and Student Services colleagues to coordinate referrals, resolve complex issues and improve service processes.
• Support student events, recruitment activities and peak-period service coverage across campuses and service environments as required.

You may be a great fit if you:

• Hold a relevant tertiary qualification and/or bring comparable experience in student-facing or customer service roles.
• Demonstrate success delivering high-quality service in fast-paced frontline settings, managing competing priorities with professionalism and care.
• Communicate clearly across phone, email, chat and in-person interactions.
• Work collaboratively within diverse teams, sharing information, supporting colleagues and contributing ideas for service improvement.
• Use CRM and student systems confidently, with strong Microsoft Office skills and openness to new technologies.
• Apply sound judgement, respect confidentiality and handle sensitive or complex enquiries with discretion and empathy.

What we offer you!

We offer the opportunity to be part of a vibrant community and enjoy a comprehensive range of benefits to support your success and sense of fulfilment, including:

• Build future financial security with 17% superannuation
• Supportive flexible work arrangements underpinned by our commitment to inclusion and well-being
• Career development opportunities, including access to a range of tailored programs, such as Academic Women in Leadership, and learning platforms including LinkedIn Learning
• Progressive, considerate leave provisions to empower your work-life balance and well-being, including leading parental leave, gender affirmation leave and cultural leave
• Salary packaging and access to a range of discounted services including Bupa health insurance, and access to unique cultural and recreational benefits such as discounts for the Melbourne Theatre Company
• Health and well-being services including a leading Employee Assistance Program

For more information check out our benefits page!

Your new team – Student and Scholarly Services

Contact Centre

As a Student Services Representative in the Contact Centre, you'll assist students via phone and email, helping them access services and aiming to resolve student administrative issues at the first point of contact. You'll collaborate with Student Services and other University teams, continuously upskilling to provide accurate responses to student queries. As a key point of contact, you'll represent both the University of Melbourne and Stop 1.

In Person Support

As a Student Services Representative in In-Person Support, you'll provide hands-on assistance, guiding students to services and resolving queries via multiple service channels. You'll work closely with teams within Student Services and the wider University, learning continuously to improve your ability to assist students. As a first point of contact, you'll represent both the University of Melbourne and Stop 1.

Future Students

As a Future Students Advisor, you'll assist prospective students via phone, email and in-person, advising on course eligibility and admissions policies. You’ll match students with relevant courses, provide support with online processes, and refer them to specialist services. Collaborating with teams across Recruitment, Admissions, and Academic Divisions, you'll ensure a smooth experience and contribute to recruitment activities.

Application essentials:

• Visit "apply with us" to learn more about the process, including tips and FAQs.
• You must have current valid work rights for Australia. Visa sponsorship is not available for this role.
• A Working with Children Check is required for all positions. If successful, we will guide you through the process and reimburse you.
• Please upload your resume and a cover letter outlining your interest and experience as part of the application process.

Applications close: Monday, 6th April 2026 11:55 PM; Melbourne time zone.