Campus Connect Consultant

The University of Sydney; Sydney; Hybrid; AUD 84,000 - 103,000; Full time

Benefits offered by this job

Generous cultural leave

Indigenous development programs

Indigenous staff network

YURA network

Salary packaging options

Job summary

The University of Sydney is seeking a Campus Connect Consultant to deliver outstanding customer service to staff and students via phone, email, web, and face-to-face channels. You will handle inquiries, tickets and basic issues through ServiceNow and IT systems, guided by the HR Service Desk.

The role supports a hybrid working arrangement and reports to the HR Team Leader, with opportunities across Shared Services. A tertiary qualification or strong experience is required.

Qualifications

• Tertiary qualification in Human Resources, Information Technology or a related field, OR demonstrated substantial customer service and administrative support experience.
• Demonstrated high level computer literacy with Microsoft Office, email and IVR technology.
• Strong interpersonal and communication skills with empathy for students and staff.

Responsibilities

• Manage phone enquiries and ServiceNow tickets through to resolution.
• Provide face-to-face student and staff support at Campus Connect Hubs across the Faculties.
• Identify and participate in continual improvement opportunities within the Shared Service Centre.
• Collaborate with SSC staff and management across University groups.

Skills

Customer service

Communication

Multitasking

Empathy

Education

HR/IT degree or equivalent

Tools

ServiceNow

WorkDay

Microsoft Office

IVR technology

Job description

• Full time, fixed term position until 22nd May 2028. Located at the University Garage (H07) on the Darlington Campus
• Apply your strong customer service skills in response to enquiries from University of Sydney staff and students
• Base Salary HEO5, $93,345 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.

The University of Sydney is welcoming applications for an experienced and motivated Campus Connect Consultantsto join the Shared Services' Centre HR Service Desk.

This Campus Connect Consultant position offers the opportunity to deliver exceptional customer service to University of Sydney staff across multiple channels, including telephone, email, web, remote, face-to-face and the self-service portal.

The Campus Connect Consultant will respond to enquiries in person, by phone, in writing or face-to-face ensuring all interactions are professional, accurate, and focused on providing a positive customer experience within agreed service time-frames.

The HR Service Desk manages a diverse range of tasks including phone support, email, Service Now case management and face to face assistance at our Campus Connect Hubs. We're looking for someone with amazing customer service skills-both in writing, over the phone, and in person-who is a great multitasker and quick learner with sound computer skills. You'll report to the HR Team Leader while potentially being cross skilled across other Shared Services Teams including ICT, Consulting and Travel and Expenses team.

The role also encompasses transactional and technical administrative support, alongside investigating, analysing, and resolving basic customer enquiries or processing tasks.

This position will also support a hybrid working arrangement.

About you

• tertiary qualification in Human Resources, Information Technology or a related field, OR demonstrated substantial customer service and administrative support experience
• demonstrated high level computer literacy skills and knowledge, with specific proficiency in the Microsoft Office package, email and Interactive Voice Response (IVR) technology
• demonstrated high level interpersonal skills and expertise, with the ability to convey information to customers with empathy - both students and staff at all levels of the organisation
• excellent customer service and communication skills - both written and oral, as well as a well-developed telephone manner
• strong customer service experience, preferably within a shared service or multi-channel support environment
• experience in both understanding and interpreting organisational policies and procedures, as well as enterprise agreements
• experience using the ServiceNow (or similar) incident logging system
• experience with Human Resources management systems, or willingness to learn and quickly become proficient with new systems and tools (such as WorkDay).

Your key responsibilities will be to:

• manage phone enquiries and Service Now tickets through to resolution
• provide face to face student and professional staff support at our Campus Connect Hubs situated across the Faculties
• identify, nominate, and participate in any continual improvement opportunities across processes, products, services, technology / systems and reporting within the Shared Service Centre
• work collaboratively with Shared Service Centre staff members and management, as well as other groups, cohorts, and stakeholders across the University
• attend and participate in scheduled individual team and Shared Service Centre wide meetings and forums, when required.

Key benefits include:

• generous cultural leave and flexible working arrangements
• access to Indigenous professional and career development programs, including mentoring, leadership programs, and development funding
• participation in an internal Indigenous staff network, providing cultural connection, peer support and professional development opportunities
• YURA network (promoting sharing of experiences, and professional support for Aboriginal and Torres Strait Islander staff members)
• tax-efficient salary packaging options for cars, laptops, and additional contributions to your superannuation fund

Sponsorship / work rights for Australia

You must have unrestricted work rights in Australia for the duration of this employment to be eligible 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 LGBTQIA+. We welcome applications from candidates from all backgrounds.

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