- Employment Type: Full Time Continuing
- Remuneration: From $100,354 + 17% superannuation and leave loading
- Location: Kensington NSW (Hybrid Flexible Working)
Why Your Role Matters
The Student Help Specialist is responsible for delivering a range of high-quality services across a wide variety of administrative processes and student enquiries, via multiple channels. The role is expected to develop and maintain a broad range of knowledge and expertise across student services and is responsible for the case management and resolution of student enquiries and administration.
In addition, this role acts as the first line of escalation and will deputise for the Manager Student Assistants and Manager Student Help, when required. The role of Student Help Specialist reports to the Manager Student Assistants and has no direct reports.
Specific accountabilities for this role include
• Effectively manage and respond to a high volume of student enquiries across all channels, maintaining a high level of service and performing against KPIs
• Serve as first point of escalation for complex enquiries, resolving where possible, or working with stakeholders to connect or escalate the case as appropriate
• Monitor and manage the flow of enquiries through the physical Nucleus space, and virtual phone/enquiry queues, ensuring resources are deployed effectively and escalating issues to the Manager.
• Assist Manager with planning and management of peak periods and key student events, for example Getting Started.
• Lead and manage the coaching for Student Help Advisors and casual Student Help Assistants as required
• Assist the Manager with maintaining, optimizing and delivering induction training, and regular refresher training, for staff
• Monitor stock levels for key office inventory, and manage replenishment
• Support Managers in delivering both RaSS & Nucleus: Student Hub strategies
• Deputise for Managers in key meetings, working groups and projects, rostering, as required
• Actively participate in and contribute to continuous improvement activities, including identifying barriers to customer service, recommending procedural and documentation improvements, and participating in peer-to-peer training, information sharing, collaborative working groups and project work as required
Who You Are
- Relevant tertiary qualification with subsequent relevant experience or equivalent competence gained through any combination of education, training and/ or student services experience
- Demonstrated experience operating in a customer service environment, resolving escalated queries and providing advice to stakeholders on complex and sensitive matters
- Excellent oral and written communications skills and the ability to use tact and diplomacy, negotiate and communicate with influence, and clearly convey ideas and information to a diverse audience
- Demonstrated understanding of (and ideally experience in) rostering
- Demonstrated experience coaching and training others
- Experience in using influence and negotiation skills to improve the performance of individuals or teams in a complex environment
- Proven ability to work in a high volume, process-driven service environment, with variable workflow patterns, competing deadlines and with minimum supervision
- Demonstrated ability to autonomously manage small projects & workstreams to improve processes or services
- Demonstrated ability to use initiative and judgement to interpret and accurately advise on administrative policies and procedures to resolve issues for students and staff
- Demonstrated ability to multi-task, apply a flexible approach to workload, and react positively to unforeseen or unplanned events
This role requires availability to work during the Christmas/New Year period and occasional weekend and after-hours work. Since this is a full time permanent role, only candidates with full ongoing working rights will be considered.
How to Apply: Please submit your CV and a Cover Letter outlining your suitability and letting us know why you are interested. You will also be asked a few questions when submitting your application (you can save and come back to them later before submitting your responses), in relation to the skills necessary to be successful in the role.
Applications close: 7 February 1PM
Get in touch for questions or support (or you have issues submitting the answers to the application questions): Anne de Voronine, Talent Acquisition Coordinator, a.de_voronine@unsw.edu.au
Please note applications sent to the contact below cannot be accepted.
UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. The University reserves the right not to proceed with any appointment.
