About the Role

Are you passionate about higher education and driven to connect future students with transformative learning experiences? We are seeking a Future Students Enquiries Representative to join Macquarie University's Prospective Postgraduate Students team and play a key role in shaping the postgraduate student experience.

The role supports the student recruitment process through direct interactions via multiple channels-telephone, email, live chat, and in-person-aimed at influencing students' decision-making and improving the student experience. The Future Students Enquiries Representative provides accurate information to prospective domestic students on courses, study options, application processes, pathways and opportunities at Macquarie University and advice on the processes of acceptance and enrolment.

Key Responsibilities

The Future Students Enquiries Representative is a front-line service role providing accurate, timely, and personalised information to prospective domestic students.

What will you do?

• Monitor and respond to all enquiries received through all inbound channels including telephone, live chat, email, and other online platforms (e.g. Salesforce).
• Capture and manage student information and lead data using Salesforce, e-forms, and other CRM tools.
• Conduct structured outbound calling campaigns to follow up on prospective students, provide support, and encourage progression through the application to enrolment journey.
• Provide face-to-face assistance to prospective students during campus visits, events, and consultations.
• Assist with the delivery of information during student recruitment events and university tours.
• Undertake general administrative duties in line with team workflows and service protocols.
• Escalate complex queries as needed and contribute to a positive student experience through high service standards.
• Carry out any other duties reasonably required by the Contact Centre Manager.

Essential Criteria

• Prior experience in a customer service role and a genuine passion for helping others.
• Strong interpersonal and verbal communication skills to effectively interact with diverse audiences.
• Excellent attention to detail, time management, and written communication.
• Ability to work independently as well as within a collaborative team environment.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook).
• Able to commit to 7-14 hours of work per week on an ongoing basis.
• Availability for weekday, evening, and occasional weekend work.
• Must hold, or be eligible to obtain, a valid Working With Children Check (WWCC).

Desirable

• Demonstrated experience in providing course advice or student support in a university environment.
• Familiarity with university policies and administrative processes.
• Knowledge of systems including Salesforce, AMIS, Study Link, Avaya, E-Forms, and E-Academic.

Role Specific Inquiries: David Pereira, Manager Prospective Students at [email protected]

Applications Close: 10 October 2025 at 11:59pm

Applications will be reviewed on a rolling basis, and we reserve the right to progress or decline an application prior to the application closing date.

About Us

Macquarie is a university engaged with the real and often complex problems and opportunities that define our lives. Celebrating its 60th year in 2024, it was established as a bold experiment in higher education and designed to break from educational traditions to work in tandem with industry. Institutionally we strive for the extraordinary by challenging convention and embracing different views. Our pioneering culture has encouraged and inspired students, staff and collaborators to break free from conventional thinking, and to actively shape the complex issues that define the future of humanity.

A Place Where You Belong
At Macquarie, we believe diversity makes us stronger, inclusion drives our success, and belonging inspires us to do our best work. We are proud to foster a community where different backgrounds, identities, and experiences are valued, and where our people are empowered to thrive through supportive leadership, shared responsibility, and a deep commitment to genuine care and respect for our community. Find out more about our vision for a truly inclusive workplace in our Diversity, Inclusion and Belonging Framework.

Flexible Work
At Macquarie, we believe by providing flexibility in when, where and how work is done, we can support our staff to manage their personal commitments, while optimising their work performance and contributions to the University. See how we lead in flexible work to enable an outcome focused and inclusive workplace. To learn more about our culture and hiring process, explore our Jobs at Macquarie page.