Admissions Team Lead - Hybrid, People & Process Champion

University of New South Wales; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

University of New South Wales (UNSW) in Sydney's Kensington Campus offers a fixed-term leadership role within the Admissions Office. Hybrid flexible working is available, and the team supports multiple faculties across the university.

You will lead up to eight Admissions Officers, ensuring high-quality service, accurate assessments and efficient admissions workflows throughout the cycle. You will report to the Operations Manager and drive staff development, process improvements and robust

Qualifications

• Proven leadership experience in an admissions or similar environment.
• Experience training, motivating and guiding teams to deliver high-quality service.
• Strong stakeholder management across diverse groups and faculties.
• Ability to manage high-volume workloads with attention to detail.

Responsibilities

• Lead, coach and develop a team of Admissions Officers, managing daily and peak workload.
• Ensure fair, consistent admissions decisions in line with policy and regulations.
• Guide staff to meet service level targets for applications and enquiries.
• Assess applicant eligibility and oversee accurate records.
• Collaborate with faculties, Scholarships and other stakeholders to support admissions operations.
• Train staff, improve processes and maintain documentation.
• Manage escalated cases and promote customer service excellence.
• Contribute to reports and ongoing process improvement initiatives.

Skills

Leadership

Team Management

Communication

Stakeholder Engagement

Customer Service

Problem Solving

Tools

CRM

Student Management Systems

Job description

University of New South Wales (UNSW) in Sydney's Kensington Campus offers a fixed-term leadership role within the Admissions Office. Hybrid flexible working is available, and the team supports multiple faculties across the university.

You will lead up to eight Admissions Officers, ensuring high-quality service, accurate assessments and efficient admissions workflows throughout the cycle. You will report to the Operations Manager and drive staff development, process improvements and robust