Exciting Opportunity within our Advisory & HQ Team

1 x Continuing Full-time Role

Located at our Whitten Oval Campus

About Us:

At Victoria University, we are committed to fostering a positive workplace culture that supports the provision of advice to current and future students. Join us on the journey and help us achieve our strategic drives embedded in our Strategic Plan 2022-2028: Start well, finish brilliantly. One of the drivers “Thriving place to Study and Work” will enable us to continue to create places that our students and staff love to belong and feel immense pride.

About the Role:

Opportunity to join a collaborative and high performing team, responsible for providing support and general direction to an administrative team and Contact Centre Agents within a work unit. You will conduct inbound and outbound campaigns to both current and future students, with a focus on high level customer service. You’ll be responsible for maintaining positive and helpful interactions with students across various channels (phone, email, live chat etc.) while also effectively navigating student business systems to provide accurate and timely assistance.The role supports the Student Services and Student Administration department in driving collaboration across the institution in pursuit of excellence in student lifecycle activities.

This is a continuing, full-time (36.75 hours per week) position at HEP 5 classification and the salary range is $76,459 - $87,825 per annum, plus 17% employer superannuation contribution. The successful candidate will be required to work full-time on-site.

An example of your responsibilities or duties you may perform will include:

Providing support and general direction to Contact Centre Agents within a work unit and taking responsibility for case management and complaints ensuring they are escalated in a timely manner.

Providing customer service at the performance and quality standards of the Student Services Customer Service Framework and the Student Advising Model

Working independently, sourcing new sales opportunities through both inbound lead follow-up and outbound calls and emails based on campaign work set by senior staff.

Handling inbound / outbound calls and inquiries from students and stakeholders professionally and efficiently, navigating student business systems quickly and effectively to provide accurate information and assistance.

Providing high-quality, accurate, timely and documented advice to students on a range of general matters (e.g. course information, administration, admissions, enrolment, fees, scholarships) and on using student systems (e.g. online enrolment and the MYVU Student Portal), exercising judgement in performing duties in the most efficient and appropriate manner and ensuring that actions are consistent with regulations and processes.

What We Offer:

For information on our employee benefits, flexible working, gym memberships, and more, please visit https://www.vu.edu.au/staff/benefits-services-for-staff

How to Apply:

To view a copy of the position description and/or to submit an application for the role, please visit our Careers website.

Applications Must Include:

A cover letter addressing the Key Selection Criteria which is listed in the Position Description,

Your curriculum vitae/resume,

Evidence of applicable qualifications, licences and registrations

Note: Applications which do not address the selection criteria will NOT be considered and no applications will be accepted if submitted through email.

Application Closing Date: Monday 12 May 2025 at 11.59pm (AEST)

Who to Contact?

For further information relating to the position, please contact Rey Perera, Team Leader Current Students, at [email protected]

Commitment to Protecting Country:

Victoria University honours its deep diversity as a foundation for collaboration and social progress. We will demonstrate sensitivity in respecting First Nation perspectives. We will ensure that we respect our Indigenous voices and commit to sustainable Protecting Country. We will take leadership responsibility, in all that we do, to improve the health and wellbeing of our local and global communities, and the planet that we share.

Commitment to Diversity and Inclusion at VU:

Victoria University believes that diversity of the workforce adds value to the University and creates a stronger, richer working environment for everyone. We are committed to making reasonable adjustments to ensure that our employees have positive, barrier-free work environments that accommodate their access needs. Employees who require adjustments are encouraged to discuss their needs with their line manager.