Campus Connect Consultant

The University of Sydney; Sydney; Híbrido; AUD 93.000 - 105.000; Tempo integral

Benefícios oferecidos por esta vaga

Paid Cultural and Ceremonial Leave

Career Development

Community and Connection

Flexible Work and Exceptional Benefits

Resumo da vaga

The University of Sydney is seeking a Campus Connect Consultant to join the Travel and Expense team to play a key role in delivering high-quality customer service, providing proactive problem-solving and -informed guidance in response to Travel and Expense-related enquiries from University staff.

Enquiries arrive through multiple channels, including telephone, email, service portal, and face-to-face interactions.

Qualificações

• Tertiary qualifications in Travel or Finance or equivalent experience.
• Experience in a service desk or customer service environment.
• Understanding of Finance policies and ability to advise staff.

Responsabilidades

• Respond promptly to customer enquiries across channels with a professional, customer-focused approach.
• Assess and resolve Travel and Expense enquiries using Knowledge Base and reference materials.
• Use ServiceNow to create, manage and track tickets, including lodging enquiries.
• Maintain up-to-date ticket records, including escalation reasons and resolutions.
• Provide clear and accurate advice on Travel and Expense matters, ensuring policy compliance.
• Administer corporate card management, including applications, security controls, and disputes.

Conhecimentos

Customer service

Service desk

Interpersonal skills

Problem solving

Analytical thinking

Attention to detail

Communication skills

Indigenous cultural awareness

Formação

Tertiary qualification in Travel or Finance

Ferramentas

Concur

Descrição da vaga

• Full time, continuing opportunity. Located at the University Garage (H07) on Gadigal Country
• Exciting opportunity to utilise your excellent customer service skills to the Shared Service Centre team
• Hybrid working arrangements
• Base Salary HEO5, $93,345 - $104,515 p.a. + 17% superannuation

This is a Targeted Aboriginal and/or Torres Strait Islander Position. While we welcome applications from all candidates, this is a targeted role for Aboriginal and/or Torres Strait Islander people. As part of our commitment to diversity and inclusion, Aboriginal and/or Torres Strait Islander candidates will be assessed as a priority. This Exemption is claimed under Section 21 of the Anti-Discrimination Act 1977.

About the opportunity

The University of Sydney is welcoming applications for a Campus Connect Consultant to join the Travel and Expense (T&E) team to play a key role in delivering high-quality customer service, providing proactive problem-solving and -informed guidance in response to Travel and Expense-related enquiries from University of Sydney staff. Enquiries are received through multiple channels, including telephone, email, the service portal, and face-to-face interactions.

As part of the Travel and Expense team, the Campus Connect Consultant will apply a thorough understanding of University policies and procedures to provide informed and helpful responses across a wide range of services. Responsibilities include investigating, analysing, and resolving queries or processing tasks, as well as triaging and escalating cases that require further expert review. The role also involves contributing to the continuous improvement of service delivery by identifying opportunities to refine processes and enhance the customer experience in line with university objectives.

The position is part of a supportive and collaborative team of experienced professionals who are committed to delivering consistent and compliant Travel and Expense support across the University. With a shared dedication to providing reliable and effective assistance, the team takes pride in fostering a positive service culture—ensuring that staff are supported with care, professionalism, and a genuine commitment to excellence.

Additional responsibilities include the investigating, analysing, and resolving more complex enqueries and processing tasks. Where needed, the Campus Connect Consultant will triage and elevate matters that require further expert analysis from the appropriate specialist for further review or resolution.

What success looks like:

• respond promptly to customer enquiries, requests, and processing tasks received through various channels, ensuring a professional and customer-focused approach
• accurately assess and resolve Travel and Expense enquiries by applying Knowledge Base articles and other relevant reference materials where appropriate
• use ServiceNow to create, manageand track tickets, including lodging customer enquiries or requests received via telephone or email
• maintain up-to-date and detailed ticket records, including enquiry type or category, resolution methods and outcomes, reasons for escalation to higher-tier support, and any requirements for further investigation
• provide clear and accurate advice on staff Travel and Expense-related enquiries, ensuring compliance with relevant policies and procedures
• administer all aspects of corporate cardmanagement, including application processing, issuing cards, security controls, compliance monitoring, cancellations, and dispute resolution as required.

About you:

• tertiary qualifications in a relevant field or an equivalent combination of training and experience in Travel or Finance (highly desirable)
• an understanding of, and respect for, the diverse cultures, histories and perspectives of Aboriginal and Torres Strait Islander peoples
• relevant experience in a service desk/contact centre or customer service environment, ideally within a tertiary education setting and in domains such as IT, HR, Finance, or Campus Infrastructure
• highly developed interpersonal and communication skills (both verbal and written), with in the ability to conveying information empathetically to both students and staff across all levels of the organisation
• proven experience handling client enquiries and delivering effective resolutions or appropriate escalations
• strong problem-solving, analytical and troubleshooting capabilities
• demonstrated initiative, with the capacity to work both collaboratively and independently
• the ability to interpreting Finance policies and guidelines to deliver accurate and informed advice
• strong attention to detail and the ability to review information and providing clear, concise guidance on Travel and Expense matters
• confident navigating online systems, including Concur and other Finance-related platforms
• ability to work collaboratively with Travel and Expense staff members and management, as well as other groups, cohorts and stakeholders across the University.

Why work with us

We know our people are what make the University's mission possible. Alongside meaningful work, we offer a range of benefits designed to support you financially, personally and professionally.

Key benefits include:

• Paid Cultural and Ceremonial Leave: Indigenous employees are entitled to 5 days of paid leave and 10 days of unpaid leave each year to participate in cultural and ceremonial activities and fulfil community obligations.
• Career Development: Access to Indigenous professional and career development programs, including mentoring, leadership programs, and development funding
• Community and Connection: Be part of a vibrant community with opportunities to connect through staff networks (our YURA Network), mentoring, cultural events and professional Development opportunities
• Flexible Work and Exceptional Benefits: Enjoy flexible work arrangements, 17% employer superannuation, Fitness Passport, generous leave provisions, staff discounts and access to a wide range of University facilities and services.

Work Rights:

Please note: You must have unrestricted work rights in Australia for the duration of this employment to apply. Visa sponsorship is not available for this appointment

Your employment is conditional upon the successful completion of all pre-employment or background checks required for the role in terms satisfactory to the University. Also, to meet the University’s obligations under the National Higher Education Code to Prevent and Eliminate Gender-Based Violence you will be asked to declare if you have been investigated for, or found to engaged in, sexual harm or gender-based violence in the course of previous employment or in a legal process. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment.

EEO statement

At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTIQ+. We welcome applications from candidates from all backgrounds.

We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Gold employer. Find out more about our work on diversity and inclusion.