Campus Connect Consultant

University of Sydney; Sydney; On-site; AUD 93,000 - 105,000; Full time

Benefits offered by this job

Cultural Leave

Career Development

Community & Networking

Flexible Work

Job summary

The University of Sydney is seeking a Campus Connect Consultant to join the Shared Services Centre ICT team. Deliver exceptional customer service to staff and students via telephone, email, web, remote, and self-service portal, responding to enquiries in person, by phone, or in writing with professionalism.

The role reports to the ICT Team Leader and involves Service Now ticket management, face-to-face assistance at Campus Connect Hubs, and collaboration with HR, Consulting and Travel & Expenses

Qualifications

• Experience in customer service and multi-channel support.
• Proficiency with Microsoft Office and general IT literacy.
• Comfort with ServiceNow ticketing and IVR systems.

Responsibilities

• Manage phone enquiries and ServiceNow tickets through to resolution.
• Provide face-to-face support at Campus Connect Hubs across faculties.
• Collaborate with Shared Service Centre staff and management.
• Identify improvements across processes, products, and services.

Skills

Customer service

IT literacy

ServiceNow

IVR

Phone support

Education

Tertiary qualification in HR or IT or related field

Tools

ServiceNow

Gallagher

Job description

• Full time, 12 months fixed term position. Located at University Garage (H07) on Gadigal Country
• Apply your strong customer service skills in response to enquiries from University of Sydney staff and students
• 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. The University of Sydney is welcoming applications for an experienced and motivated Campus Connect Consultant to join the Shared Services' Centre ICT team. This Campus Connect Consultant position offers the opportunity to deliver exceptional customer service to University of Sydney staff and students across multiple channels, including telephone, email, web, remote, and the self-service portal. The Campus Connect Consultant will respond to enquiries in person, by phone, or in writing, ensuring all interactions are professional, accurate, and focused on providing a positive customer experience within agreed service time-frames. The ICT Team manages a diverse range of tasks including phone support, email, Service Now ticket 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 ICT Team Leader while potentially being cross skilled across other Shared Services Teams including HR, 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.

What success looks like:

• 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.

About you

• tertiary qualification in Human Resources, Information Technology or a related field, OR demonstrated substantial customer service and administrative support experience
• an understanding of, and respect for, the diverse cultures, histories and perspectives of Aboriginal and Torres Strait Islander peoples
• 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 similar building access and contractor management systems, or willingness to learn and quickly become proficient with new systems and tools (such as Gallagher and Contractor Management systems).

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.

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.

Pre-employment checks

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.