Fixed Term, Full Time position until 29 August 2025 - PACCT 4 annual salary

Exciting opportunity to progress in a student focused role

This role is based out of our Preston Campus. We are close to public transport and provide secure onsite parking, onsite Café & restaurant with a gym facility, hair salon & we are only a short walk to Preston market.

About the Organisation:

Melbourne Polytechnic is a learning organisation that has been delivering vocational training since 1912. Learning at Melbourne Polytechnic is a unique experience with an applied focus. delivered by teachers with real-world experience and expertise.

At Melbourne Polytechnic we are committed to providing high quality, innovative, applied and future focused, purposeful education and training to students, industry and communities. Our teachers are passionate and established in their professions and look guide students in theirs. We know that circumstances can create barriers to learning, so we offer our students personalised pathways, flexible study options and learning support.

About the Role:

The Enrolment Centre Advisor will work to guide students through their education and career journey by providing excellent customer service and to act as an ambassador of Melbourne Polytechnic brand and products.

Duties:

Provide specialist enrolment support and advice to ensure a seamless and high-quality student experience by guiding prospective students through all the stages from enquiry to enrolment. Specifically: Enquiry and Application, Pre-training review (including Language, Literacy & Numeracy), Training Plan, eligibility, and fees/payment, and cash-up duties in line with approved procedures.

Ensure accurate and timely administration of processes relating to student enrolment using specialist knowledge of eligibility of enrolment processes and procedures.

Understand and comply with relevant Melbourne Polytechnic Enrolment and Service Standards, Skills Victoria and other regulatory requirements.

Provide technical support to students in the use of technology to complete their enrolment.

Professionally communicate via inbound and outbound telephone calls, virtual interview sessions and in-person interviews, presentations, emails and webchat and ensure professional, timely and accurate turnaround of all student correspondence relating to inquiries.

Maintain superior working knowledge of the relevant functionality in the Student Management System, Customer Relationship Management system, New Voice Media, Identity Verification Service (Greenld) and other relevant systems, to maintain and process student enrolments and records accurately. Ensure comprehensive and accurate file notes are entered in the CRM/SMS in agreed timelines.

Exercise judgement and initiative regarding regulatory requirements in problem resolution in cases of individual students.

Refer students to support services within Melbourne Polytechnic as appropriate.

Ensure actions and interactions are consistent with Melbourne Polytechnic's vision and values.

Provide enrolment and pathway support within the broader Student Acquisitions team, eg. Information sessions, Skills & Job Centres and Future Student events.

Identify improvement opportunities, make recommendations and in conjunction with your team and with guidance from your Coordinator, implement improvements to processes, systems, and work practices.

Consult with Program Leads/Lead Teachers/Admins where study plan/sequence changes may be required for individual students le. customised electronic Student Training Plans etc. and maintain positive, mutually beneficial working relationships and networks with stakeholders at all levels.

Actively participate in regular training- both internal and external - on legislation, policies, procedures, processes and systems, and audit washups.

Provide mentoring support to newly employed Enrolment Centre Advisors and assist in the on¬training and support of new staff and existing staff who learning new processes.

Be expected to be allocated duties as directed by the Enrolment Centre Coordinator not specifically mentioned in this document, but within the capacity, qualification and experience normally expected from a person occupying positions at this classification level.

For a full list of key responsibilities and duties, please view the position description.

Skills and Experience Required:

A relevant tertiary qualification or a minimum of 3 years' work experience, in a customer service environment, preferably with student enrolment context.

Ability to work independently or with little oversight, meet deadlines and analyse work flows to ensure processing of tasks is achieved and a willingness to work outside of normal hours during peak periods

Demonstrated ability, commitment and enthusiasm for the provision of high-level customer service experience together with a strong outcome driven focus.

Proven ability to develop and maintain effective relationships with colleagues to work co- operatively and collaboratively, committed to achieving work team goals and maintaining a supportive work environment.

Experience using multiple corporate databases (eg: customer relationship management systems (CRM), student management systems (SMS), online data reporting portals, mobile apps including attention to data integrity).

Demonstrated well developed problem-solving skills with the ability to add value by showing initiative in identifying and pursing opportunities.

Demonstrated capacity to manage own work load and prioritise tasks while maintaining exceptional customer service.

Successful incumbent must be able to attain an Employee Working with Children Check and a new National Police Check.

How to Apply:

Please submit the following documents for your application to be considered

Current CV

Cover Letter (Please ensure that you address the Key Selection Criteria outlined in the position description)

For further information on the role, please contact the hiring manager via email: [email protected] or via phone: (03) 9269 1650.

If you email us, please make sure you put the job title and job number in the subject line.

Please note, applications received via email will not be considered - you must apply via the website.

Candidates must hold a valid Employee Working with Children Check (WWCC). A lodgement receipt is not a valid alternative; the approval email with the lodgement of a WWCC card number can be accepted.

A National Police Check is required for the successful applicant.

We will be shortlisting immediately. Don’t delay, apply today!

Recruitment Agencies

Please be aware for us to engage with you, we require internal pre-approval and you must be on the State Purchasing Contract (for Victorian government common use goods and services). We will engage with you and your agency once we have the approvals.

Diversity and Inclusion

Melbourne Polytechnic is proud to be an equal opportunity employer committed to being a child safe organisation, by ensuring that children and young people are protected from abuse or harm.

We promote a workplace that actively seeks to include, welcome and value unique contributions of all people. This means we encourage Aboriginal and Torres Strait Islander peoples, people with disabilities, people who are LGBTIQ+ and people from culturally diverse backgrounds to apply for this job, with age being no barrier.